Call Connect Router (CCR) applet
Overview
The Call Connect Router (CCR) applet routes incoming calls to phone numbers outside of Vonage Contact Center (VCC). Use this applet when you need to transfer calls to third-party systems or external numbers.
The CCR applet can route a call in the following ways:
Routing destination | Description |
|---|---|
Third-party IVR | Routes the call to an external interactive voice response system. |
Third-party ACD | Routes the call to an external automatic call distributor. |
Third-party hunt group | Routes the call to an external hunt group. |
Follow-me application | Routes the call as part of a follow-me call flow. |
Number restriction validation
The CCR applet triggers an outbound call to a target number. Before configuring outbound dialing to international numbers, ensure you are familiar with the local laws and regulations of the destination country, as dialing certain numbers may be subject to restrictions or additional charges.
E.164 Format
All target numbers, whether hardcoded or dynamic, must be in E.164 format.
E.164 is an internationally recognized telephone numbering format. A number in E.164 format includes:
A
+sign.A country code (for example,
44for the United Kingdom).The subscriber number (without a leading zero).
Example: +441234567890
Incorrect number format
If you provide target numbers in a format other than E.164, the CCR applet will fail to route the call correctly. Always validate your numbers before saving the applet configuration.
Prerequisites
Before you configure the CCR applet, ensure the following:
Prerequisite | Description |
|---|---|
Target phone numbers | The phone numbers you want to route calls to. Numbers must be in E.164 format. |
Data sources or IVR slots (if applicable) | If you are using dynamic numbers, configure your data sources or IVR slots before adding them to the applet. |
Audio files (if applicable) | Prepare any For information about preparing audio files, see Recording and preparing audio used in applets. |
Number display format | Confirm your account's number display format is configured. For more information, see Account location, under Editing settings in Configuration, in Editing Configuration (legacy) - Account Settings. |
Limitations
Limitation | Description |
|---|---|
Voice calls only | The CCR applet supports voice call routing only. It is not compatible with other interaction types such as chat or email. |
Maximum delivery numbers | You can add up to 30 target phone number fields. |
E.164 format required | All target numbers, both hardcoded and dynamic, must be in E.164 format. |
Outbound dialing restrictions | When the CCR applet triggers an outbound call, certain international numbers may be subject to local laws and regulations. Always check the local laws of the destination country before configuring outbound calls to international numbers. |
Configuration
Delivery Numbers
Field | Options | Description |
|---|---|---|
Numbers | Number, Data Source, or IVR Slot | The phone number or numbers to route the call to. You can add up to 30 fields. All numbers must be in E.164 format.
Data sources and IVR slots Data sources and IVR slots are placeholders for values at run time. VCC replaces the placeholders with the actual target numbers before transferring the call. Use the format |
Presented callback number
The callback number presented to the target number appears in the number display format configured for your account. For more information, see Account location, under Editing settings in Configuration, in Editing Configuration (legacy) - Account Settings.
Delivery Settings
Field | Options | Description |
|---|---|---|
Distribution Type | Sequential Routing starting at 1st number / Rotary Routing | The method used to distribute calls across the target numbers. Choose from:
|
No answer timeout (seconds) | Number | The time, in seconds, after which the applet moves to the next number if the current number is not answered. Default: 15 seconds. |
Try Agents more than once | Check box | When selected, the applet cycles through all numbers more than once if the call does not connect on the first pass. |
Group timeout (seconds) | Number | Available when Try Agents more than once is selected. The total time the applet continues trying to connect the call across all retry attempts. Default: 30 seconds. |
Applet to run when dialed number complete | List of available applets | The applet the call is routed to when the connected call ends. |
Applet to run if we do not connect | List of available applets | The applet the call is routed to if the call cannot be connected to any target number. |
CCR Audio Options
Audio file format
All audio files must be in .wav format and prepared correctly before uploading. For more information, see Recording and preparing audio used in applets.
Field | Options | Description |
|---|---|---|
On hold audio | Audio (.wav) file | The audio file played to the caller while the call is on hold. Use the buttons to Browse, Delete, or Play the file. |
Ringing audio | Audio (.wav) file | The audio file played while the applet is trying to connect to the target number. Vonage recommends playing a locale-appropriate ringing tone to the caller. Use the buttons to Browse, Delete, or Play the file. |
Whisper audio | Audio (.wav) file | A short audio message played to the agent when the call first connects. Vonage recommends providing context about the call, for example, which company the call relates to. Overriding Whisper This whisper overrides any whisper set by a Set Whisper applet. Use the buttons to Browse, Delete, or Play the file. |
Whisper option | Off / Agent Only / Both Agent and Caller | Determines whether the whisper plays, and to whom. Choose from:
|