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, you can direct calls to a Queue, Agent, a PSTN (external phone number), or a variable using the Route node.

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:

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.

To specify the call destination from the Route node, make a selection from the Route to menu.

Agent

To route calls to a specific agent (User), select Agent in the Route to menu, then select the target user from the Agent name menu.

Queue

To route calls to a specific queue, select Queue in the Route to menu, then select the target queue from the Queue name menu.

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 in the PSTN number field.

Caller ID rules

In some scenarios, such as 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 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.

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.

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.

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, 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)

Caller ID rules

In some scenarios, such as 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 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.