Route Alias
- Product Knowledge
XCALLY section | Voice → Inbound/Outbound/Internal Routes → Edit |
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What is an alias?
On each inbound/outbound/internal route, you can set an alias, so a descriptive name associated to the phone number.
This option can then be retrieved in Realtime section and in Reports to understand on which alias route calls arrived
Alias Configuration
When you create or edit a route, you can insert the desired alias in the relative field
Then alias can be retrieved in Realtime sections → Queue Calls tab when a new interaction is managed
While in custom reports, only for report_calls table you can set alias column, to see this detail
click on + button to add a new column
select routealias as column
How to use Route Alias
If you have 2 inbound routes (0112233444 and 02556677) you can decide to create 2 queues (Queue011 and Queue02) for the customer TalkNow.
In this way when you extract reports to differentiate the calls arrived on the different routes, on report_queue table you can see the details about queues (so you will know which calls arrived on queue011 | route0112233444 and queue02 | route02556677 )
But if you have the same agents on different queues, you can also choose to set alias on routes
Remember that you can see alias only on report_calls table and this option is recommended to improve performances
In this way for the 2 routes, you can insert a specific alias and then associate both to the same queue
So in report_calls it's possible to see the queue TalkNow and search for route alias column, by viewing calls associated with relative alias/route.
Scenarios of use
By default Asterisk uses FIFO (First In First Out) strategy, so if 2 calls arrive in a specific queue, when an agent is available, he/she can manage the first call arrived, but FIFO strategy is guaranteed only for calls on the same queue.
If e.g. you have agents shared on 2 queues and 2 calls arrive, there is no guarantee that when the agent is available, he/she will handle the call that came in first.
You can decide to modify queues with options for penalty and priority or above all, since FIFO is not guaranteed on multiple queues and agents are the same, you can create a single queue associated with multiple routes (with alias indication).
In this way FIFO is guaranteeed because calls arrive on a single queue (respecting the “order of arrival”). Moreover performance can improve with the use of alias and you can know on which route each call arrives, by applying the column routealias on report_calls table.