--- title: "Route" slug: "flow-builder-route" description: "The Route node directs an interaction to an agent, queue, external phone number (voice only), SIP URI, or variable." tags: ["Call Flow", "Flow", "Inbound"] updated: 2025-11-13T13:17:33Z published: 2025-11-13T13:17:33Z canonical: "docs.voiso.com/flow-builder-route" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Route **Who should read this article**: Administrators The **Route** node directs an interaction to an agent, queue, external phone number (voice only), or variable. ## Introduction In **[Flow Builder](/v1/docs/inbound-flow-builder-overview)**, you can direct calls to a Queue, Agent, a PSTN (external phone number), or a [variable](/v1/docs/flow-builder-variable-management) using the **Route** node. Tip To route to another flow, use the **[Outside business hours](/v1/docs/inbound-flows#outside-business-hours)** in the **Flow** page. ### Connections The **Route** node supports unlimited input connections and 0 output connections. ## Using the Route node To add a **Route** node to your interaction flow, click the **Route node** icon: ![Flow Builder Route Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Route%20Node.png) The **Route** node allows multiple input connections but no output connections. ## Configuring the Route node To configure a **Route** node in your interaction flow, click the **Route** node to display the **Route node panel**. In the **Route node panel**, click the "i" icons to read information about the configuration menus and fields. ![Flow Builder Route Node Blank](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Route%20Node%20Blank.png) To specify the call destination from the **Route** node, make a selection from the **Route to** menu. ### Rename the node Beginning with the [September 15 - 19, 2025 release](/v1/docs/september-15-19-2025), you may name nodes in **Flow Builder**. Click a node in the node palette to add it to the flow. The node is added to the flow and is named **Node N**, where **N** represents the number of the node; for example, **Node 6**. Below the node name is the node type, such as **Play Audio**. Click the node to open the node configuration panel, then click the name of the node to edit it. Enter a new name, then the check mark to save your change. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Renaming%20Nodes.mp4) ### Agent To route calls to a specific agent ([User](/v1/docs/users-users)), select **Agent** in the **Route to** menu, then select the target user from the **Agent name** menu. ![Flow Builder Route Node Agent](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Route%20Node%20Agent.png) Tip Only Standard users or [virtual agents](/v1/docs/virtual-agents) with an assigned [extension](/v1/docs/users-users) are included in the **Agent name** menu. ### Queue To route calls to a specific [queue](/v1/docs/inbound-queues), select **Queue** in the **Route to** menu, then select the target queue from the **Queue name** menu. ![Flow Builder Route Node Queue](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Route%20Node%20Queue.png) ### PSTN To route voice calls to an external phone number (PSTN), select **PSTN** in the **Route to** menu, then enter the external phone number in [E.164 format](https://www.itu.int/rec/T-REC-E.164) in the **PSTN number** field. ![Flow Builder Route Node PSTN](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Route%20Node%20PSTN.png) #### Caller ID rules In some scenarios, such as [Dynamic routing to a number](/v1/docs/dynamic-routing-to-a-number), you might be using the **Route** node to route an inbound call to an external number. In scenarios like this, the [Caller ID](/v1/docs/outbound-cid-groups) of the inbound call is automatically displayed to the external target. To override this behavior, select **Override Caller ID** to display the **Select Caller ID group** menu. Select the Caller ID group to be displayed to the target external number. ![Flow Builder Route Node PSTN Caller ID Rules](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Route%20Node%20PSTN%20Caller%20ID%20Rules.png) ### SIP URI A SIP URI (Session Initiation Protocol Uniform Resource Identifier) is an address used to initiate SIP-based communication over IP networks. Specify the address with or without a port: Without a port: `sip:1234567890@provider.example.com` With a port: `sip:1234567890@provider.example.com:5060` To route calls to a SIP URI, select **SIP URI** in the **Route to** menu, then specify a SIP address and optional port in the **SIP URI** field. Note Contact your account administrator to enable this option. #### Use case: Routing to a PBX within your organization Use SIP URI routing to send calls directly to a specific PBX system in your organization without going through the public telephone network. This is ideal for organizations with multiple sites or departments using separate SIP-capable PBXs. #### Use case: Routing to an external voice bot services Route calls to an external voice bot platform using a SIP URI provided by the service. This enables seamless integration with third-party AI or IVR solutions while maintaining control over call routing logic within your contact center. Tip If you use [virtual agents](/v1/docs/virtual-agents), you can route calls directly to them [by name](/v1/docs/flow-builder-route#agent), by their SIP URI address, or by routing to a [queue](/v1/docs/flow-builder-route#queue) to which they are assigned. #### Use case: Routing to external parties Send calls directly to external partners, clients, or service providers using their SIP address. This use case eliminates the need for PSTN dialing and reduces call costs while enabling more flexible, IP-based communication. ### Variable To route voice calls to an agent, queue, or phone number, or digital interactions to an agent or queue that is saved in a [variable](/v1/docs/flow-builder-variable-management), select **Variable** in the **Route to** menu, then select the variable from the **Variable** menu or click **Add custom variable** to define a new variable. The **Route** node, only supports variables of type **String** or **Number**. The expected variable value is one of the following: - Agent extension (number) - Agent name (string) - Queue extension (number) - Queue name (string) - External phone number in the E.164 format (voice calls only) (number) ![Flow Builder Route Node Route To Variable](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Route%20Node%20Route%20To%20Variable.gif) #### Caller ID rules In some scenarios, such as [Dynamic routing to a number](/v1/docs/dynamic-routing-to-a-number), you might be using the **Route** node to route an inbound call to an external number. In scenarios like this, the [Caller ID](/v1/docs/outbound-cid-groups) of the inbound call is automatically displayed to the external target. To override this behavior, select **Override Caller ID** to display the **Select Caller ID group** menu. Select the Caller ID group to be displayed to the target external number. ![Reporting Flow Builder Route Node Caller ID Rules](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Flow%20Builder%20Route%20Node%20Caller%20ID%20Rules.png) Tip Refer to [Dynamic routing to a number](/v1/docs/dynamic-routing-to-a-number) for a use case that demonstrates how to use the **Route** node to dynamically route a call to an external phone number, stored in a variable, during an active call. A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long. A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions. Public Switched Telephone Network. The public network that carries traffic to and from contacts and business. Move a call through your contact center call flow to reach a destination such as an agent, a recording, or voicemail. The path a call follows in a call flow. A SIP URI (Session Initiation Protocol Uniform Resource Identifier) is a unique address to locate and communicate with endpoints in a SIP-based contact center. It is similar to a URL (Uniform Resource Locator) used on the world wide web. SIP URIs allow SIP endpoints to locate and connect with each other. A complete SIP URI looks similar to an email address, with the user part followed by the at symbol "@" and the domain part. For example, "alice@example.com" or "+15551234567@sip.provider.com" An international standard that specifies the format for phone numbers. In E.164 format, a phone number consists of a country code, a national destination code, and a subscriber number. The E.164 format eliminates additional characters or symbols like parentheses, dashes, or spaces, providing a globally recognized structure for telephone numbers. Refer to https://www.itu.int/rec/T-REC-E.164 ## Related - [Flow Builder Overview](/inbound-flow-builder-overview.md) - [Flows](/inbound-flows.md)