Divert to Phone Number
Overview
This workflow object transfers the incoming call to a specified phone line.
1. An Example Scenario
An inbound campaign has one particular service that requires specialised assistance. If the caller nominates that service, e.g. using Enter Option, then the call is transferred directly to the phone of an agent with that specialised knowledge.
2. Add Workflow Object
Open the Workspace.
Select Workflows from the Resources menu.
Select a workflow from the list displayed (you can also create a new one). A schematic representation of the workflow is displayed.
Click the Add New Object icon. The New Workflow Object dialog opens.
Select Divert to Phone Number from the drop-down selection list.
When including Divert to Phone Number in your automated workflow, enter the following details:
Field | What you should do |
|---|---|
Workflow Object Title | Enter a meaningful name for your new object. |
Dial Time | Select the time period (in seconds) that the object will pause for the destination number to be called. A setting of 15 seconds is recommended. |
Diversion Phone Number | Enter the phone number to which the call will be diverted. |
CLI | Select the Caller Line Identification (CLI) number that will be used for the diversion. This CLI is what the new call recipient will see. |
Click Save to keep your new object and to return to the Workflow Builder.