Internal Routes

What is an Internal Route?

Internal route is a mechanism to handle internal calls, calls dialed within the call center.

The phone numbers for internal routes are usually short numbers and are used to test your applications like Cally Square IVR or to escalate calls to another Queue or custom applications. Here are the list of applications you can use in internal routes.

The Internal Route section

You can find the Internal Routes section under the Voice menu.

Create an internal route

To create an internal route click the New button and enter:

• Phone Number ;
• Context (default: from-sip);
• Description (optional)

After the internal route is created, you can view the route in the list of internal routes.

Edit/Modify an Internal Route

To edit an internal route find the route from the list and click on Edit Internal Route:

In the Settings tab, you can modify Phone Number, Context or Description.

In the Actions tab, you need to add a one or more applications to execute when the call enters the route. 

Applications

To add an application, drag and drop the application from the list of applications and fill out the necessary fields.

Application execution depends on:
the position of the application in the actions table. If you add multiple applications for a single internal route, execution starts from the top application and continues until the bottom. You can drag and drop items in the list to arrange the applications order.
the time interval that defines when an application can be executed (by default, it’s set to always).

The following table shows the list of applications you can use in internal routes:

Application	Description	Paramenters
Queue	Queues an incoming call in a particular call queue	Queue Name Options : Refer to Asterisk’s wiki URL: Announce Override:override the announcement specified in queues setting. Timeout: Time in seconds a call will wait in the queue before it is routed to the next application in the dialplan. Answer: If set to YES, the system answers the channel.
Playback	Play a sound	Audio File Path Options (Skip, No Answer, J, Say) : Refer to Asterisk’s wiki Answer: If set to YES, the system answers the channel.
Dial	Establish a new outgoing connection on a channel, and then link it to the calling input channel.	Technology/Resource: eg SIP/1003 Timeout: Timeout before the application terminates Options: Refer to the Asterisk’s wiki URL
Internal Dial	Dial an internal extension	Agent name Timeout: Timeout before the application terminates Options: Refer to the Asterisk’s wiki URL
External Dial	Dial a number in the selected trunk	Trunk Phone number Timeout: Timeout before the application terminates Options: Refer to the Asterisk’s wiki URL
Ring Group	Dial a list of internal extensions	User: group of agent Timeout: Timeout before the application terminates Options: Refer to the Asterisk’s wiki URL
Cally Square	Route the call to an IVR project	Project name
Goto	Jump to a particular priority, extension, or context	Context Extension Priority
Hangup	Hangs up the calling channel	Hangup Cause Code
Set	Set value of a variable	Variable Value
Custom	Executes an application	Application Name Arguments
Voicemail	Leave a voicemail message in one or more mailboxes.	Mailbox@context Options

After defining one or more applications, you can edit, modify intervals, delete or sort them.

To modify an application’s execution time click on the clock icon or click the specific menu entry and select interval type from the list:

If you choose Custom, select your custom intervals of hours and days/months:

If you choose List, select a custom interval already defined (in the Section Tools–>Intervals), containing a complete set of sub-intervals: