Adding a ROUTE-TO NUMBER vector step

Last Updated : Apr 22, 2022 |

About this task

Add a route-to number vector step to route a call to a specific destination. You can also determine whether the contact center routes the call to the coverage path when an agent is unavailable.

Procedure

  1. On the Configuration Server web portal, go to Administration > Contact Center > Vectors.
  2. At the top-right corner of the Vectors screen, click the Add icon.

    The Configuration Server displays the vector configuration fields.

  3. On the top half of the screen, configure the required fields.
  4. On the bottom half of the screen, in the drop-down box on the left of the row, select route-to.
  5. In the next drop-down box, select number.
  6. In the next drop-down box, do one of the following:

    • Select the required routing destination.

    • Type the extension of the routing destination and select Select "<extension>".

    You can use vector and VDN variables to specify a routing destination. The Routing Core Server processes each variable as two characters. You can also add digits before a variable. The total length of the routing destination string must be within the 16-character limit.

  7. In with cov, select one of the following:

    • no: The contact center does not route the call to the agent's coverage path.

    • yes: The contact center routes the call to the agent's coverage path when an agent is unavailable.

  8. In if, select one of the following conditions:

    • digits: To check if the collected digits match the condition criteria.

    • unconditionally: To route the call to the specified destination without checking a condition.

  9. Optional If you selected digits, do the following:
    1. In the next drop-down box, select the required comparison operator.
    2. In the next field, type the threshold value.

      You can type a pound sign (#) or up to 16 digits. You can also use a plus sign (+) and a question mark (?) as wildcard characters.

  10. Optional Configure the required vector steps.
  11. At the top-right corner of the screen, click Commit.

    The Configuration Server saves the vector configuration and redirects you to the Vectors screen.

Related information
Adding vectors