Creating a Single Number Dialler Node

The following describes the basics of setting up Single Number Dialler nodes within a bespoke IVR. Depending on how it's configured, this type of node redirects calls to a single phone number or Agent.

See also: Creating an Agent Queue

Implementation

  1. If the intended IVR service has not already been created, do this now.
  1. Access the configuration page for the intended IVR.
    1. Access the list of services for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Services tab.
    1. Locate the intended IVR service and click its Configure link. This will open a new page.
  1. If the IVR does not already contain any nodes, we recommend adding a path selection node to it first. This lets you create a number of branching paths, then place your new node on one of those paths.
  1. Click the Config link for the path where you want your node to occur.
  2. Use the option on the right-hand side of the page to change the node type to Call Single Phone Number.
  3. Click Update. This will refresh the page, and display options relevant to the chosen type of node.
  4. Give the node a suitable Name.
  5. Choose a suitable price list for the node, if different to the default one for this service.
  1. Scroll down to the Destination to Call section.
  2. Use the radio button to select the intended redirection type, then press Update. This defaults to a simple phone number.

    1. Use the first field to enter a valid telephone number. This could be an external number (porting, for example), or the number of another service, etc.

    2. Use the second field to enter the time, in seconds, that the outgoing call should ring this number before automatically hanging up.

    If this is changed to 0 seconds, the call will continue to ring until external factors such as voicemail take over.

    If this IVR has the relevant setting enabled, you can choose this option to have the node pass the call to a nominated Target Number. Since this target number will have been specified against the service, you could have multiple instances of this type of node without needing to manually type the number for each one.

    Use the interface provided to select which Agent calls should be forwarded to. This can be done using one of the following methods:

    MethodDescription
    Assign an existing Agent...

    Click the Choose button, then select an existing Agent from the resulting list.

    You can filter the list by typing some or all of the Agent’s title in the field above.

    Create a new Agent and assign It...

    Click the New button, then use the simplified interface to specify a Name, Number, and whether the new Agent should initially be logged IN or OUT of the system. When you're done, click Create Operator.

    See also: Creating Agents

    If this IVR has the relevant setting enabled, you can choose this option to have the node pass the call to a nominated Agent. Since this Agent will have been specified against the service, you could have multiple instances of this type of node without needing to manually choose the Agent for each one.

    If the call session includes a variable containing a valid phone number, you can specify that variable and have the IVR forward calls to the associated number, instead of it being the same number every time:

    1. Use the drop-down to select the intended variable. This can either be a system-defined variable or a custom one, as needed.
    2. Use the second field to enter the time, in seconds, that the outgoing call should ring the number before automatically hanging up.

      If this is changed to 0 seconds, the call will continue to ring until external factors such as voicemail take over.

  1. Click Save Settings to confirm and apply your choices.