The Direct Connect component can be used to route workitems directly to a specified user from the workflow.
Name The name assigned to this component
Description Enter a description for the component
Condition Type If the condition returns true, then the Action will be performed. If condition returns false, then the Action will not be performed. If there is no condition specified, the Action will always be performed.
Use Direct Number Enter the phone number or variable name that contains the phone number of the user to be transferred to.
Extension Enter the extension number or variable name that contains the extension number of the user to be transferred to.
User Select the user from the dropdown list to be transferred to.
The Direct Connect component can be configured to route a workitem in one of 3 ways:
Example of how to use Direct Number to route to a user:
Note: The phone number that will be used to route to the user must be a phone number that has been configured in the Address Identifiers field of the Campaign.
workitem.to is a system variable that contains the incoming number that the customer used to enter the system.
Example of how to use Extension to route to a user:
workitem.digits is a system variable that contains the digits entered from a Play and Collect Digits component.
Example of how to use User field to route to a user:
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
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