The Route To widget can be added and edited by contact center administrators. It is possible to route to the following destinations using the Route To widget. You may not be able to select some of these options depending on the type of flow you are using:
- Another flow
- Queue
- Inbox
- Agent
- Outgoing call
- Disconnect the call
It may be of interest to you to know that the Route To widget is a quick way to route inbound calls to a queue, in the event that you have already created a flow to route inbound calls using interactive voice response (IVR) menus.
In this article, we will discuss the following topics:
- How to add and edit the Route To widget
- Route To widget settings
Contents
Prerequisites for customizing the Route To widget
- Ownership or administrative privileges of an account
- There are three types of accounts: Professional, Business, and Education
- In order to use Zoom Contact Center, you will need to have a license
- Create a voice, video, chat, or SMS flow based on your preferences
How to add and edit the Route To widget
- Sign in to the Zoom web portal by entering your email address and password.
- Click Contact Center Management then Flows in the navigation menu at the top of the page.
- It is possible to edit a flow’s display name by clicking on its name.
- Using the widgets panel on the left of the screen, click and drag Route To onto the desired location within the flow.
- The Route To widget can be selected by clicking on it.
- The widget’s display name can be changed by clicking on Rename (optional).
- Using the drop-down menu under the Route To section on the Settings tab, choose the route you wish to follow.
- The associated settings and exits can be customized according to your preferences.
Route To widget settings
| Route To options | Settings tab | Exits tab |
| Queue: Send the request to a queue.
(Available for all flows) |
To route to a queue, select the queue that you would like to route to. A basic queue setting such as the number of agents will be displayed to you. If you would like to make any changes to the queue settings, please click on View Queue Details. A mapping verification of agent routing skills is also included in the process, which displays a list of the skills that have been added to the routing profile of the queue. If an exit has been mapped as a skill in another widget, the list of skills displays if that exit has been mapped as a skill. If you have the Collection Input widget and the Condition widget enabled, you can map skills to exits. If the toggle is set to “Notify Estimated Wait Time”, an automated greeting will be played or displayed with an estimated wait time on a website. Depending on whether the estimated wait time greeting is enabled, you can customize the text that appears. There are several factors that affect the estimated wait time, including the average amount of time that it takes to process your request. There is a Waiting Room on the website where you can see the estimated wait time for video flows. |
Call Finished: In this case, you should select the destination widget after the call has been completed.Overflow: Click on the destination widget in case the queue settings have set a maximum wait time that the call may exceed) |
| Inbox: Route to an inbox.This option doesn’t include voicemail greeting customizations. Add the Send Media widget to add a greeting to the flow.
(Only available for voice flows) |
Inbox: Using this option, you can select which inbox you want the route to go to. | Recording Complete: The Recording Complete widget can be selected when the caller has completed the recording of the voicemail.Hangup: This will create a widget at the destination at the time the caller hangs up, so that it will appear when the caller hangs up. |
| Flow: Route to another flow.
(Only available for voice or chat flows) |
Choose the flow to which you want to route the traffic. In the flow’s details, you will see basic information such as the name and description of the flow. In order to view or edit the details of a flow, you will need to click View Flow Details. There must be a match between the target flow type and the current flow type in order to make the process work. | Not applicable |
| Agent: Route to specific contact center agents.
(Only available for voice, chat, or SMS flows) |
You can select the agents to be routed to by selecting the Target Agent option. Enter the maximum waiting time in seconds that the consumer is allowed to wait and notify them of the estimated wait time. A call will be routed according to the Overflow exit setting when the maximum is exceeded, and a call will be routed as a result. |
Call Finished: Select the destination widget if the call successfully routes to the agent.Overflow: Select the destination widget if the call exceeded the estimated wait time set in agent settings. |
| OutgoingCall: This function allows you to make a call to another number outside of your company.
(Only available for voice flows)
|
Country/Region: There is an option to select the region/country in which you want to locate your phone number.Phone Number: When entering the phone number, you must enter both the area code as well as the number without any spaces or dashes.
Provide the consumer with an estimate of the wait time by entering the maximum period of time allowed to wait. In the event that there is a maximum number of callers, the number of callers will be routed based on the settings of the Overflow exit. |
Call Finished: Select the destination widget if the call successfully connects to the external number.Overflow: This widget will be selected if the estimated wait time of the call has exceeded the amount of time set in its settings. |
| The call will be disconnected if you press the disconnection button. Greeting customizations are not included in this option. Adding a disconnect greeting to a flow can be done by adding the SendMedia widget to the flow.
(Voice flows are the only ones that are available) |
Not applicable | Not applicable |
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Rahul Gupta