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Use the Shim calling applet to transfer a call from one dialed number to another dialed in the same account. The Shim technique enables you to share a call flow between different dialed numbers. For example, a travel business may have several sales channels that are all serviced by the same call center agents. Each sales channel has its own phone number with a different welcome message for that number. After the welcome message, the Shim Calling applet can direct all the calls to a single applet—usually the Automatic Call Distributor (ACD) applet—on another number, or even one of the originally dialed numbers. For more information on the ACD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. |
The main advantage of using this technique is that the most complex part of the call flow, which is generally in the ACD applet, only appears in one place. Sharing the call flow between multiple numbers removes duplication and additional maintenance.
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Shim Routing Options
| Field | Options | Description |
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| Shim to Number | List of available numbers (and their service names) in the account | The number to transfer the call to. Select the number to transfer the call to. |
| Shim |
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| Applet Name | List of available applets | The applet that the call is routed to on the destination number. Select the applet on the destination number that the call is routed to. | ||
| Transfer IVR data | Select, clear | Whether or not to transfer IVR data to the destination number. For example, if the caller pressed a digit corresponding to a brochure request menu option, you must transfer the data so that the request is not forgotten. Select the Transfer IVR data check box to transfer IVR data to the destination number. | ||
| Source IVR Slot | List of available source IVR slots | The IVR slot that contains the information that you want to transfer from the source number to the destination number.
Select the appropriate IVR slot. | ||
| Destination IVR Slot | List of available destination IVR slots | The IVR slot that you want to transfer the source IVR data to. Select the appropriate IVR slot. | ||
| Transfer |
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| DDI | Select, clear | Whether or not to transfer the direct dial-in (DDI) number to the destination number. To track the DDI, which is the phone number that the caller originally dialed, you must transfer the DDI to the destination number. You might want to use this information to measure the effectiveness of a marketing campaign in different publications, for example. Select the Transfer |
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DDI check box to transfer the DDI to the destination number. |
| Destination IVR |
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| slot for DDI | List of available destination IVR slots | The destination IVR slot to store the DDI number in. You do not need to specify a source IVR slot as the information is contained within the call itself. Select the appropriate IVR slot. |
| Transfer |
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| Agent Id | Select, clear | Whether or not to transfer the |
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agent's ID to the destination number. If an agent has already answered the call but is transferring the call to another agent, you might want to save the original |
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agent's ID. Select the Transfer |
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Agent Id check box to transfer the |
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agent's ID to the destination number. |
| Destination IVR |
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| slot for |
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| Agent Id | List of available destination IVR slots | The destination IVR slot to store the AgentID in. You do not need to specify a source IVR slot as the information is contained within the call itself. Select the appropriate IVR slot. |
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