Workflow Action: Direct Connect Component

Workflow Action: Direct Connect Component

Overview

The Direct Connect component can be used to route workitems directly to a specified user from the workflow.

Configuration Options

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:

  • Using a direct inbound phone number that has been configured in the user configuration.
  • Using the extension of a user.
  • By directly specifying the user the workitem should be routed to.
  • Note: When using the Direct Connect for phone calls, it should always be immediately followed by either a Play Prompt or a Play Music component so that the caller listens to the prompt (usually a Ring Tone) or music while waiting for the user to answer.

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.

  • If the value workitem.to was entered into the Direct Number field, the workitem would route directly to the user who has the matching phone number in the Number field under the telephony section in their user configuration.

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:

  • If prompted to enter the extension of the party you wish to speak to just prior to using the Direct Connect component and if the value workitem.digits was entered into the Extension field, the workitem would route directly to the user who has the matching extension in the Extension field field under the information section in their user configuration.

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:

  • Select the user to route the workitem to from the dropdown list.

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