In order to move calls from a Phone Number to a Queue, you must set an appropriate Routing Tool. This routing is made up of various Elements and ensures that the call enters the appropriate Queue. By choosing Routing in the Telephony module, you enter the “Call Routing” window where you can search and edit existing Dialplans.

Routing Elements

In order to move calls into a queue, you must set an appropriate Routing Tool. This routing is made up of various elements and ensures that the email enters the appropriate queue.

There are eighteen routing elements are available for setting up a Routing or Dial Plan. By connecting these routing elements, you can create the plan that meets your needs. Below are the following components:  

  • Answer: Where a call enters a routing plan. Used as the start
  • Date: Chose which days of operation calls are accepted. Can add exceptions
  • Time: Set the opening hours of operation
  • Playback: Add sound files from dropdown menu
  • Playback List: Element to play e.g numbers that are prepared as list of sub-strings (e.g. 264 provided as two hundred and sixty-four)
    1. Note 1: this Element requires a Sound Category to be available containing sound files 0, 1, ...9, 10, 11, ... 20, ...,98, 99, 100 and 'and' in the same language 
    2. Note 2: the Script Access (Element below) implements (among others) a function to break down a number into sub-strings
  • Number Input: Action for caller to input number via touch keys 0-9. Requires configuration for timeouts, errors, exit prompts when timeout, error happens, regular expression specifying the number format, max size of the number, and output variable (the number received)
  • Script: Executes a set script during a routing. For example, execute an XML script that leads the caller through a satisfaction survey
  • If: Add a certain condition to a routing
  • Dial: Allows dialing to a certain number to connect directly
  • Delay: Add a delay to add time between different Playback Elements
  • Queue: Point to specific Queue. You can connect Queue Elements to the choice of a Menu Element
  • Menu: Select certain choices (#, 1-9, *) to connected to specific Queue
  • Assign: Can be used to assign a particular variable to an incoming call
  • ? => DB: Add incoming data from the routing into a database. Variables within this element can be added via the element Variable
  • DB => ?: Can be used to retrieve data from a database to be used in the routing. Variables within this element can be added via the element Variable
  • Variables: Added separately in the routing and can be used to specify the variables that are used by the DB elements
  • Script Access: Executes a background function specifying input and output values. Example: numberToSoundFiles which breaks down a given number into pronounceable substrings in a certain language
  • Hangup: Where call ends in routing. The final Element in your routing

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Creating A New Routing / Dial Plan

Setting up a new Routing happens in the Dial Plan Editor. Within the “Call Routing” window, select + Add Visual Dialplan button.

  • Name: Enter a name for Routing
  • Tenant: Select the appropriate customer
  • Active: Checkbox if Dialplan is active or unactive
  • Routing: You can place various Elements on the drawing board to build up the routing. Then connect the different Elements by a green arrow, for positive outcome, to the subsequent Element and the red arrow, for adverse outcome, onto the next Element.


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Dial Plan Example

Below is an example where the call enters the routing on the Answer element, after which it checks the Date and Time Elements to ensure the established opening days and hours. When a call is received outside the set business hours, the customer will hear a "closed recording" set up in the Playback Element connected via the red connecting lines. When a call is received within the set opening hours, the caller will receive a welcome message through the Playback Element connected via the green connecting line.

Based on the above positive outcome, the caller enters a Menu Element that acts as a selection menu. In this Menu, the options 1 and 2 are announced and accepted. Here, you see the green connecting lines for options 1 and 2 to the appropriate Queue elements.

To finish the routing properly, you will need to connect the red connecting lines of the Queues, Menu and the "closed recording" Playback Elements to a Hangup Element to make the routing final.

Follow this by choosing a name for the Routing and clicking Save button. Here you can choose to "Save (as test)" when a routing is meant to be used in your test environment and "Save (production)" for routings that will be used in the production environment.


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Assigning A Dial Plan

After a new Routing has been created, it must be assigned to a Phone Number. Go back into Phone Numbers of Telephony, select the appropriate Phone Number and within Call Routing, select the appropriate Dial Plan.