Internal Routes

Overview

Internal route is a mechanism to handle internal calls, dialled within the call centre.

The phone numbers for internal routes are usually short and can be used to test your applications like Cally Square IVR or to escalate calls to another Queue or custom application.

You can access the Internal Routes section from the Voice menu in the main navigation panel.

In this section you can:

• search for a specific internal route

• set and clear filters

• manage columns

• activate the advanced search for each field

• delete internal routes (single or bulk delete)

• export to CSV, if you select at least one internal route

Open

For each route, the displayed information are:

• Id

• Phone number

• Context

• Company

• Alias

• Description

Clicking the three dots button (⋮) next to the route, you can:

• Edit the route

• Delete the route

Create an internal route

To create a new internal route:

1. Click the Add button and enter the Route’s details:

Open

• Phone Number: the number on which you receive the calls, usually it's given by your telco provider. It is also called DID.

Phone Number as a Pattern

Phone Number is not limited to a single specific number. It can also be a pattern that represents a series of numbers.

A phone number is a pattern if it starts with the underscore symbol (_) and is followed by character(s). The most useful characters are:

• X which indicates a number from 0 to 9, and

• . which indicates 0 or more numbers from 0 to 9.

Examples:

• “_3X” means from 30 to 39

• “12X.” means all numbers starting with 12 plus at least one other number, like 124, 120, but not only 12

• Context: the context associated to the internal route  (Default: from-sip)

• Company: associate a route to a Company

• Alias: descriptive name associated to the phone number (optional)

• Description (optional)

Edit an internal route

To edit an internal route:

1. Go to the Internal Routes list.

2. Locate the route you want to edit

3. Click the three dots button (⋮) next to the route to display the menu with available actions.

4. Select Edit

5. Modify the settings of interest:

   1. Settings

   2. Actions

6. Click the SAVE button located at the top-right corner of the web interface to confirm changes. In the Actions tab a notification appears as reminder to save the changes. 

Settings

In the Settings tab, you can modify the below route’s information:

• Phone Number

• Context

• Description.

Actions

On Actions tab, you can configure the routing, by using the different applications to be executed when the call enters the route. Applications are selectable from the list with drag and drop option.

Add the application

To add an application:

1. Check the Applications list, on the left of the web interface

2. Drag and drop the application from the Applications list to the section on the right (Drag & Drop routing)

3. Fill out the necessary fields per each application you add

Applications list

The following table shows the list of applications you can use in internal routes:

Edit or Delete the Application

Clicking the three dots button (⋮) next to the application, you can:

• Delete the application

• Edit the application

• Edit the interval to modify execution time (as alternative click the clock icon) selecting the interval type from the list:

  • always

  • custom: select your custom intervals of hours and days/months

  • list: select a custom interval already defined (in the Section Tools → Intervals), containing a complete set of sub-intervals