Redirect To External

Last Updated : Sep 27, 2024 |

With the Redirect to External task, you can route a voice interaction to an external destination. You can redirect a voice interaсtion to a SIP URI or an external direct-dial number. For example, you can use the task during a dequeue timeout.

You can assign the variables as the destination type, destination address, or caller ID. You can use the following variable types:

  • Cache variables

  • Global variables

  • Result variables

Properties

Properties

Description

Destination type

Select a type of external destination. The following options are available:

  • SIP

  • E.164

  • Select variable: The variable value must equal case-insensitive variations of SIP or E.164. For example, the variable value can include "sip", "Sip", "e.164", and "E164".

Destination address

Type the address of an external destination. The format depends on the type you select in the Destination type field:

  • SIP: The format must comply with the RFC 3261 standard. For example, sip:alice@atlanta.com.

  • E.164: The format is +<country code>-<subscriber number with an area code>. The number of digits is from 11 to 15. For example, +11234567890.

  • Select variable: The format of the variable value must comply with SIP or E.164 types.

Orchestration validates the format on the task level if you select SIP or E.164 in the Destination type list. If the format is incorrect, you cannot deploy the workflow. If you assign a variable for destination type or destination address and the format does not match, Orchestration displays an error after running the workflow.

Caller ID

Select a type of internal source. The receiver of the redirected call views the caller ID you select as the calling number. Select one of the following options:

  • Default: The receiver of the redirected call sees the caller ID as the number you configure in the My Numbers section of Application Center Administration. You must set a number as the caller ID in Application Center Administration. If you do not set a number as the caller ID, the workflow displays an error. For more information about setting a number as the caller ID, see Administering Avaya Experience Platform™ Public Cloud.

  • Anonymous Call: The receiver of the redirected call sees the caller ID as anonymous.

  • Search number or name: Search for a number or a name from your list of phone numbers in Application Center Administration. For more information about the list of phone numbers in the My Numbers section in Application Center Administration, see Administering Avaya Experience Platform™ Public Cloud.

  • Select variable(s): Assign a variable value as the caller ID. The variable value you select must match one of the following values:

    • One of the numbers in the My Numbers section in Application Center Administration.

    • Default: This value is case insensitive. The variable value you select must equal "default" as a string or the default phone number you select in Application Center Administration.

    • Anonymous: This value is case insensitive. The variable value you select must equal "anonymous" as a string.

    If the variable value you select does not match any of these values or equals "null" or empty, Orchestration uses the default phone number as the caller ID. If you do not choose a default phone number from the My Numbers section in Application Center Administration, Orchestration sends the caller ID as anonymous. For more information about setting a number as the caller ID, see Administering Avaya Experience Platform™ Public Cloud.

Context Data

The Redirect to External task sends contextual data about a call to the receiver of the redirected call. You can create multiple key-value pairs to pass contextual data about the customer's call and the redirected call to the external destination. You can type a static text for the key and the key value or assign a variable as the value. You cannot create duplicate keys.

With the Redirect to External task, you can use global variables, result variables, or cache variables to pass contextual data about the call to the destination party. You can use the following variable types:

  • String

  • Boolean

  • Number

Type the key-value pairs one under the other as in the following example:

  • key1

  • value1

  • key2

  • value2

  • key3

  • value3

The key-value pairs you enter combine into a single string as they are sent to the external destination as in the following example: key1=value1,key2=value2,key3=value3. The total number of characters for the key-value pairs you enter, including comma separators, must not exceed 400. If the total number of characters for the key-value pairs exceeds 400, the excessive key-value pairs are not sent to the receiver.

Target tasks

The following table describes the outputs of the task and suggested target tasks for each output:

Output

Description

Target task

Redirect completed

Orchestration successfully ends the transfer to an external destination.

End

Error

An error occurred during task execution.

Orchestration handles the error with the error path you configured for the Error Handler task.

ErrorHandler
Related information
Creating a global variable
Variables overview
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