Edit number routing

Percentage-Routing #

This block can be used to forward calls with a specific percentage to the configured destination numbers. If a destination is not reachable, the call will be forwarded to the next destination number in the configuration.

JSON request:

{
   "blocks": [
      {
         "blockType": "PERCENTAGE",
         "destinations": [
            {
               "destination": "+49221000003",
               "destinationType": "EXTERNALNUMBER",
               "timeout": 30,
               "weight": 10,
               "key": ""
            },
            {
               "destination": "+49221000004",
               "destinationType": "EXTERNALNUMBER",
               "timeout": 30,
               "weight": 20,
               "key": ""
            },
            {
               "destination": "+492210000058",
               "destinationType": "EXTERNALNUMBER",
               "timeout": 30,
               "weight": 70,
               "key": ""
            }
         ]
      }
   ]
}

Voicemail / Mailbox #

This block records a voicemail and sends it to the specified email address. The voicemail will be attached as an audio file in MP3 format to the email.

 

NOTICE: This block only records the voicemail, if you want to play an announcement before the recording, please insert an announcement block before.

JSON request:

{
   "blocks": [
      {
         "blockTimeout": 180,
         "emails": [
            "mb@test.com"
         ],
         "blockType": "RECORD"
      }
   ]
}

If the option announcement is selected, it is possible to select an announcement that will be played back, similar to the announcement block.    

Routing plan #

Within your number routing you are able to integrate another routing plan. You have two possibilities of integration:

1. You can select predefined routing plans. In order to do this, please save the plan in the menu item “Routing plans” first. The contents of the routing plan are displayed again.
2. You can create a new routing plan and edit it directly within your number routing. For this case please select Named Routingplan > Create new.

By including call destinations, announcements and routing plan, you can create complex routings.

#

Hangup #

This block can be used to disconnect a call for a specific reason.  

JSON request:

{
   "blocks": [
      {
         "blockType": "ASR",
         "blockTimeout": 30,
         "loopPause": 10,
         "language": "de-de",
         "asrProvider": "GOOGLE",
         "menuAnnouncementName": "ASR_Connect",
         "standardMenuAnnouncement": false,
         "missingInputAnnouncementName": "ASR_Failure",
         "standardMissingInputAnnouncement": false,
         "standardInvalidInputAnnouncement": false,
         "keywordMappings": [
            {
               "destination": "160",
               "destinationType": "NAMED_ROUTINGPLAN",
               "keywords": [
                  "Sales"
               ]
            },
            {
               "destination": "159",
               "destinationType": "NAMED_ROUTINGPLAN",
               "keywords": [
                  "Support"
               ]
            }
         ]
      }
   ]
}

This block allows you to assign incoming calls to an agent with the most applicable skill set. Types of skills can be configured in the Cloud PBX Menu under “ACD Skills”. Below the drop-down menu in which the skill can be selected, you can set whether it is “Desired” or “Required”.  

In order to activate the text-to-speech function within the routing plan, the user has the option of selecting the SAY block.     The announcement text can be entered here and the desired voice and language can be selected. The available voices are based on AWS Voice and Google. If one of the providers should be down, a failover to the available provider takes place automatically. If a specific word should be emphasized, SSML tags can be activated via the checkbox. SSML stands for Speech Synthesis Markup Language: The XML-based markup language contains commands that control, for example, the pitch or speaking speed of a speech output.

See VoiceBot configuration