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You can set up automatic redirects of incoming contacts to redirection groups.
You can specify the redirection destination for each group, as well as the
percentage of incoming traffic that is allocated to each group.
This guide will walk you through the steps to configure and manage the
redirection allocation. Note that any existing queues with a single redirect
have been ported over to this new configuration and automatically had their
percent allocations set at 100%.
Permissions
To configure automatic deflections, ensure you've granted the All other
features permission within the User & Teams settings: Roles and
Permissions.
You can enable All other features within the Settings - Queue section on
the Roles and Permissions page.
Enable automatic redirection
To enable automatic redirections, follow these steps:
Go to Settings > Queue > IVR > [all queue levels] to access the
Automatic Redirection percent allocation configuration. On the Settings
for Queue page, locate the Automatic Redirection section.
Toggle the switch to enable automatic redirection at the queue level if it's
not already enabled. Select Configure.
Set the percent allocation for automatic redirection. Ensure that the total
allocation does not exceed 100%. You can add up to 100 redirects.
Create redirection groups
Go to the *Settings for Queue page Automatic Redirection section (navigation above).
Click the Add Group button to create a new redirection group. The default
redirection percentage will be 0 for any new group.
Assign a label to the redirection group for identification.
Configure the percentage allocation for the group. The total allocation
across all groups must not exceed 100%.
Select the redirection destination for the group (for example: messages,
queues, phone numbers, voicemail, outbound SIP transfers).
Configure after hours deflection settings if needed.
Manage redirection groups
Edit Group: click the Configure button to edit the settings for a
specific group.
Delete Group: use the Disable button to delete a redirection group if
necessary.
Adjust Allocation: update the percentage allocation for each group as
needed. The first group will automatically adjust based on changes to other
groups.
After hours deflections
If after hours deflection is required, enable the After Hours toggle
switch for the redirection group.
Configure custom after hours deflections such as voicemail, alternative
queues, or message playback.
Ensure correct percentage levels for after hours deflections based on your
business needs.
Saving and back options
After making changes, click the Save button to save your settings.
Use the Back to Settings button to return to queue configurations after
saving.
Logging
The percentage_redirection parameter indicates whether a call is routed
through percentage redirection or not.
Example
This JSON snippet represents a scenario where call id 200 was redirected to
Redirection Group 2, which triggered outbound SIP redirection during after
hours.
{"id":200,
....
"automation_redirection":{"percent_redirection":true,
"redirection_group_settings":[{"group_label":"Redirection Group 2",
"destination":null,
"after_hours":true,
"ah_destination":{"type":"SIP",
"sip_address":"sip:1-999-123-4567@voip-provider.example.net"}}
Redirection Types
The redirection type and destination recorded when applicable:
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eAutomatic redirection allows you to route incoming contacts to specified redirection groups, and you can define the percentage of traffic each group receives.\u003c/p\u003e\n"],["\u003cp\u003eTo enable automatic redirections, you must first ensure that the "All other features" permission is granted within the User & Teams settings.\u003c/p\u003e\n"],["\u003cp\u003eRedirection groups can be created and customized, allowing for the assignment of labels, percentage allocations, and redirection destinations like messages, queues, phone numbers, voicemail, or outbound SIP transfers.\u003c/p\u003e\n"],["\u003cp\u003eAfter-hours deflections can be configured for each redirection group, enabling you to specify custom routing options like voicemail or alternative queues during off-hours.\u003c/p\u003e\n"],["\u003cp\u003eThe system logs include a \u003ccode\u003epercentage_redirection\u003c/code\u003e parameter, indicating if a call is routed through percentage redirection, and the available redirection types are: Message, Phone, Queue, Voicemail, and SIP.\u003c/p\u003e\n"]]],[],null,["# Automatic redirection\n\nYou can set up automatic redirects of incoming contacts to redirection groups.\nYou can specify the redirection destination for each group, as well as the\npercentage of incoming traffic that is allocated to each group.\n\nThis guide will walk you through the steps to configure and manage the\nredirection allocation. Note that any existing queues with a single redirect\nhave been ported over to this new configuration and automatically had their\npercent allocations set at 100%.\n\n### Permissions\n\nTo configure automatic deflections, ensure you've granted the **All other\nfeatures** permission within the **User \\& Teams settings: Roles and\nPermissions**.\n\nYou can enable **All other features** within the **Settings - Queue** section on\nthe **Roles and Permissions** page.\n\n### Enable automatic redirection\n\nTo enable automatic redirections, follow these steps:\n\n1. Go to **Settings \\\u003e Queue \\\u003e IVR \\\u003e \\[all queue levels\\]** to access the\n **Automatic Redirection** percent allocation configuration. On the **Settings\n for Queue** page, locate the **Automatic Redirection** section.\n\n2. Toggle the switch to enable automatic redirection at the queue level if it's\n not already enabled. Select **Configure**.\n\n3. Set the percent allocation for automatic redirection. Ensure that the total\n allocation does not exceed 100%. You can add up to 100 redirects.\n\n### Create redirection groups\n\n1. Go to the \\**Settings for Queue* page **Automatic Redirection** section (navigation above).\n\n2. Click the **Add Group** button to create a new redirection group. The default\n redirection percentage will be 0 for any new group.\n\n3. Assign a label to the redirection group for identification.\n\n4. Configure the percentage allocation for the group. The total allocation\n across all groups must not exceed 100%.\n\n5. Select the redirection destination for the group (for example: messages,\n queues, phone numbers, voicemail, outbound SIP transfers).\n\n6. Configure after hours deflection settings if needed.\n\n### Manage redirection groups\n\n1. **Edit Group** : click the **Configure** button to edit the settings for a\n specific group.\n\n2. **Delete Group** : use the **Disable** button to delete a redirection group if\n necessary.\n\n3. **Adjust Allocation**: update the percentage allocation for each group as\n needed. The first group will automatically adjust based on changes to other\n groups.\n\n### After hours deflections\n\n1. If after hours deflection is required, enable the **After Hours** toggle\n switch for the redirection group.\n\n2. Configure custom after hours deflections such as voicemail, alternative\n queues, or message playback.\n\n3. Ensure correct percentage levels for after hours deflections based on your\n business needs.\n\n### Saving and back options\n\nAfter making changes, click the **Save** button to save your settings.\n\nUse the **Back to Settings** button to return to queue configurations after\nsaving.\n\n### Logging\n\nThe `percentage_redirection` parameter indicates whether a call is routed\nthrough percentage redirection or not.\n\n#### Example\n\nThis JSON snippet represents a scenario where `call id 200` was redirected to\n`Redirection Group 2`, which triggered outbound SIP redirection during after\nhours. \n\n {\n \"id\": 200,\n ....\n \"automation_redirection\": {\n \"percent_redirection\": true,\n \"redirection_group_settings\": [\n {\n \"group_label\": \"Redirection Group 2\",\n \"destination\": null,\n \"after_hours\": true,\n \"ah_destination\": {\n \"type\": \"SIP\",\n \"sip_address\" : \"sip:1-999-123-4567@voip-provider.example.net\"\n }\n }\n\n#### Redirection Types\n\nThe redirection type and destination recorded when applicable:\n\n**Message** \n\n \"type\": \"Message\"\n\n**Phone** \n\n \"type\": \"Phone Number\",\"phone_number\" : \"+12016441484\"\n\n**Queue** \n\n \"type\": \"Queue\",\n \"queue_id\" : 2938,\n \"queue_lang\" : \"en\"\n\n**Voicemail** \n\n \"type\": \"Voicemail\"\n\n**SIP** \n\n \"type\": \"SIP\",\n \"sip_address\" : \"sip:1-999-123-4567@voip-provider.example.net\""]]