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Use the Call Connect Router to set a single number or a set of numbers to route the incoming call to. You can use this applet to route a call in several ways:

  • To a third-party interactive voice response (IVR)
  • To a third-party Automatic Call Distributor (ACD)
  • To a third-party hunt group
  • In a follow me application
You can configure up to 30 numbers to route the incoming call to.

You can only use this applet in an interaction plan that routes calls, and not other types of interactions.

After making any changes to the applet, you must click the corresponding Update button, or buttons, to save your changes. Changes in other sections are NOT saved when you click an Update button in another section, so update the modified field or fields before making changes in other sections.

 Delivery Numbers
FieldOptionsDescription
Select Distribution Type

Sequential Routing starting at 1st number
or
Rotary Routing

The type of routing used.

Select Sequential Routing to route the call to the first number (Number 1), then the second number if the first phone is not answered, then the third number if the second is not answered, and so on.

Select Rotary Routing to route the call to the number in the list (n), then the number after that (n+1) if phone number n is not answered, then the number after that (n+2) if n+1 is not answered, and so on.

Number nNumber

The phone number to route the call to. Provide up to 30 phone numbers to route the call to. You must provide the delivery numbers in the E.164 format. For information, see E.164 format.

Delivery Numbers

 Delivery Settings
FieldOptionsDescription
No Answer Timeout (seconds)NumberThe time, in seconds, after which the applet diverts the call to the next number. The default is 15 seconds.
Try Agents more than onceNo
or
Yes 

Determines whether to keep trying all the numbers if the call does not connect after trying each of the numbers once.

Select No to try all the numbers once and then route the call to the applet selected in the Applet to run if we do not connect field.

Select Yes to cycle through the numbers until the call is connected, or until the Group timeout is exceeded.

Group timeout (seconds)Number

If Try Agents more than once is Yes, the applet continues to try to connect the call for the time period set in this parameter. If the applet cannot connect the call within the time period, the call is routed to the applet selected in the Applet to run if we do not connect field.

The default timeout is 30 seconds.

Applet to run when dialed number completeList of available appletsThe applet that the call is routed to when the connected call is completed.
Applet to run if we do not connectList of available appletsThe applet that the call is routed to if the call is not connected, either after the agents' numbers are all tried once, or the Group timeout period is exceeded.

Delivery Settings

CCR Audio Options
FieldOptionsDescription
On Hold Audio FileAudio (.wav) file

The audio file that contains the announcement that is played when the call is on hold.

Click Choose File to launch an Open dialog box. Select the audio file you want to use for the announcement.

Ringing Audio FileAudio (.wav) file

The audio file that contains the ringing tone that is played when the applet is trying to connect to an agent. You can use a ringing tone that is appropriate for the caller's locale, for example.

Click Choose File to launch an Open dialog box. Select the audio file you want to use for the ringing tone.

Whisper Audio FileAudio (.wav) file

The audio file that contains the whisper that is played when the applet first connects the call to the agent. A whisper is a short message that you can use to inform agents about the call. For example, if agents are handling calls from multiple companies, the whisper can inform the agents which company the call relates to.

This whisper overrides any previously set whispers using the Set Whisper applet.

Click Choose File to launch an Open dialog box. Select the audio file you want to use for the whisper.

Whisper OptionOff, Agent Only, or Both Agent and Caller

Determines whether to play the whisper or not, and who to.

Select Off to play no whisper.
Select Agent Only to play the whisper to the agent only.
Select Both Agent and Caller to play the whisper to both the agent and the caller.

For information about the format of the audio file, see Recording and preparing audio used in applets.

 

Audio Options

E.164 format

E.164 defines a format for international telephone numbers. Numbers are usually prefixed with the plus sign (+), include the international country calling code and are limited to a maximum of 15 digits.

Phone numbers include:

  • a + sign to indicate that the number is international
  • a country code, such as 44
  • a region code, such as 1234 (remove any leading digits, usually a zero, if applicable)
  • the subscriber number, such as 567890

Example telephone numbers in national and E.164 format

Country

National formatInternational format

UK

02072068888

+442072068888

Australia

0285993444

+61285993444

US

6463624888

+16463624888

Belgium

027933835

+3227933835

Ireland

015530073

+35315530073

Finland

0974790184

+358974790184

Norway

21953282

+4721953282

France

0170377180

+33170377180

Austria

01253010376

+431253010376

Netherlands

0207085097

+31207085097

Sweden

0850513830

+46850513830

Luxembourg

27860726

+35227860726

Denmark

32729282

+4532729282

Poland

221288260

+48221288260

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