V3 Contexts

What’s about

The use of contexts is necessary when you want to create different and isolated routing scenarios for voice calls.

To better understand how it works, just think about the sets concept, by imagining some isolated environments.

Create a new context

You can create a new context by going on Voice Contexts and clicking on + button:

Open

 

• choose a name (e.g. context-for-support-queue)

• description (optional)

Click on Add context

In each of these isolated environments, you may involve one or more routes pointing to a destination, which can be for example a dial or a queue.
Consequently, a route inside the Context SUPPORT will be not able to be involved by the Context SALES etc.

Contexts Association

By default, the system creates 2 types of contexts automatically: from-sip, the context for the outbound route and from-voip-provider, for the inbound route.
All routes must have a context associated and also agents belong to a context (by default from-sip)

So you have to associate a route to a specific context:

Open

Then you may also add a queue in the actions of the route:

Contexts also permit the coexistence of numbers: if one agent has like internal number 1001 and he belongs to context-for-support-queue, it’s possible to have another agent with internal number 1001 if he belongs to context-support.

Contexts on New Client Experience

AVAILABLE FROM VERSION 3.41.0

If you enable New Client Experience, you can view this visualisation, with the list of created contexts:

you can:

• search for a specific context

• clear all filters

• manage columns, by selecting or not them

• activate the advanced search for each field

• create a new context, by clicking on Add and indicate the relative name