Edit Forward Call to a Contact Center node

Using the Forward Call to a Contact Center node, you can configure the voicebot to forward a call to an agent.

Unlike the Forward Call node, where a call is forwarded to any number where the call is then located, when using the Forward Call to a Contact Center node, a call remains with VIER Cognitive Voice Gateway. VIER Cognitive Voice Gateway thus continues to provide transcription results and the use of agent assist tools is enabled to assist agents in handling a call.

For details on adding a VIER node, see Add a VIER node.

How to edit the Forward Call to a Contact Center node:

  1. To make settings, click on the Forward Call to a Contact Center node.
  2. The window with the configuration options opens.
  3. Under General Settings, enter the Phone Number Prefix. The phone number prefix is the prefix of the phone number to which the voicebot will forward the call.
  4. Enter the Extension Length. The extension length is the size of the extension range from which VIER Cognitive Voice Gateway should select a phone number from.
  5. or
    To insert the desired value, click on the arrows.
  6. Under Call Settings, enter the Displayed Caller ID. The displayed caller ID is the phone number that is displayed to the callee.
  7. Under Ring Timeout (s), enter the maximum time in seconds that the call should ring before the call attempt is cancelled.
  8. or
    To insert the desired value, click on the arrows.
  9. To enable the voicebot to accept answering machines, activate the switch Accept Answering Machines.
  10. User-To-User Information…
  11. Under Custom SIP Headers, enter an object where each property is the name of a header, and the value is a list of strings. All header names must begin with X-.
  12. Under Custom Data, enter an object with key-value pairs to be attached to the dialog as custom data.
  13. Under Additional Settings, enter a Whispering Announcement. The whispering announcement is a text that is announced to the agent the call is transferred to before the call partners are connected.
  14. To stop the flow after the execution of the node Forward Call to a Contact Center, activate the switch Quit Flow.
  15. To play a ringing tone during a pending call activate the switch Enable Ringing Tone.
  1. Optionally assign a different Label under Settings. This label will be displayed in the Chart.
  2. Add a Comment if required. This comment will be displayed in the Chart in the node.
  3. or
    see Add a new comment.
  4. Enter an Analytics Step if required. This analytics step is recorded in Cognigy Insights when the node is executed in the dialog.
  1. To save the settings click Save Node.
  2. To discard the settings click Cancel.
  1. The settings have been saved.