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.
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:
|Queues an incoming call in a particular call queue
|Play a sound
|Establish a new outgoing connection on a channel, and then link it to the calling input channel.
|Dial an internal extension
|Dial a number in the selected trunk
|Dial a list of internal extensions
|Route the call to an IVR project
|Jump to a particular priority, extension, or context
|Hangs up the calling channel
|Set value of a variable
|Executes an application
|Leave a voicemail message in one or more mailboxes.
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: