Workflow Action: Direct Voicemail Component

Workflow Action: Direct Voicemail Component

Overview

The Direct Voicemail component can be used to route calls directly to a specified user’s personal voicemail box 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’s voicemail to be transferred to.
Extension Enter the extension number or variable name that contains the extension number of the user’s voicemail to be transferred to.
User Select which user’s voicemail from the dropdown list to be transferred to.

The Direct Voicemail component can be configured to route into a user’s voicemail box 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 call should be routed to.

Example of how to use Direct Number to route to a user’s voicemail box:

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’s voicemail box 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’s voicemail box:

  • If prompted to enter the extension of the party you wish to speak to just prior to using the Direct Voicemail component and if the value workitem.digits was entered into the Extension field, the call would route directly to the user’s voicemail box 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 the User field to route to a user’s voicemail box:

  • Select which user’s voicemail box to route the call to from the dropdown list.

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