Route

Who should read this article: Administrators

The Route node directs a call to an agent, queue, external phone number, 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 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.

Variable

To route calls to an agent, queue, or phone number 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. The expected variable value is one of the following:

• Agent extension
• Queue extension
• External phone number in the E.164 format