V3 Internal Routes
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- Product Knowledge
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What’s about?
Internal route is a mechanism to handle internal calls, calls dialled within the call centre.
The phone numbers for internal routes are usually short and are used to test your applications like Cally Square IVR or to escalate calls to another Queue or custom applications.
The Internal Route section
You can find the Internal Routes section under the Voice menu:
When you click it, you'll see all the configured Internal routes with the relative ID, phone number, context, company, alias and description:
Create an internal route
To create an internal route click the New button and enter:
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 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.
For example, “_3X” means from 30 to 39 and “12X.” means all numbers starting with 12 plus at least one other number, like 124, 120, but not only 12)
Click here for more information about pattern matchingContext (by default: from-sip)
Company: associate a route to a Company
Alias: (optional) descriptive name associated to the phone number
Description (optional)
Edit/Modify an Internal Route
To edit an internal route find the route from the list and click on Edit Internal Route:
In the Settings tab, you can modify Phone Number, Context or Description.
In the Actions tab, you need to add one or more applications (see the next paragraph) to execute when the call enters the route.
Applications
To add an application, drag and drop the application from the list of applications and fill out the necessary fields.
Application execution depends on:
the position of the application in the actions table. If you add multiple applications for a single internal route, execution starts from the top application and continues until the bottom. You can drag and drop items in the list to arrange the applications order.
the time interval that defines when an application can be executed (by default, it’s set to always).
The following table shows the list of applications you can use in internal routes:
Application | Description | Parameters |
|---|---|---|
Cally Square | Route the call to an IVR project |
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Dial | Establish a new outgoing connection on a channel, and then link it to the calling input channel. |
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Internal Dial | Dial an internal extension |
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External Dial | Dial a number in the selected trunk |
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Ring Group | Dial a list of internal extensions |
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Playback | Play a sound |
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Queue | Queues an incoming call in a particular call queue |
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Set | Set value of a variable |
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Voicemail | Leave a voicemail message in one or more mailboxes |
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GoTo | Jump to a particular priority, extension, or context |
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Hangup | Hangs up the calling channel |
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Send DTMF | Play DTMF tones |
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Custom | Executes an application |
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After defining one or more applications, you can edit, modify intervals, delete or sort them.
To modify an application’s execution time click on the clock icon or click the specific menu entry and select interval type from the list:
If you choose Custom, select your custom intervals of hours and days/months:
If you choose List, select a custom interval already defined (in the Section Tools →Intervals), containing a complete set of sub-intervals:
A notification appears to remember to save the changes.