Automatic redirection lets you automatically route end-users through specified workflows based on your needs.
Example use cases
There's a natural disaster in your region. You can configure the system to automatically play a message stating that your support operation is unavailable.
You want to use your regular menu flow, but give end-users an option that takes them outside of Contact Center AI Platform (CCAI Platform). You can automatically provide them with a phone number.
You can give the end-user the option to go straight to voicemail and leave a message. The end-user would then be contacted when the correct agent is available (available for IVR queues only).
You can present your end-users with product offerings based specific to their locations by directing them to a specialized web page based on user ID (available for Mobile and Web queues only).
Automated features by channel
The following table outlines the automated features available for each channel. If a cell is blank in the channel's column, that option is not available for the channel.
| IVR | Mobile | Web | |
|---|---|---|---|
| Message | The message is read to the end-user using Cloud Text-to-Speech. | Message text is displayed to the end-user. | Message text is displayed to the end-user. |
| Phone Number or Outbound SIP transfer | Routes the caller to another number or to any platform that can handle SIP calls. | Routes the caller to another number. | |
| Queue | Redirects the end-user to another queue. You have the option to set a message specific to calls being redirected to that queue. | ||
| Voicemail | Routes the end-user to a voicemail queue. You can optionally customize the voicemail greeting for the queue. | ||
| Website | Enter a mobile-friendly URL to display a web page, insert a mobile app identifier, or insert a User ID. | Enter a mobile-friendly URL to display a web page, insert a mobile app identifier, or insert a User ID. |
Configure automatic redirection
In the CCAI Platform portal, go to Settings > Queues.
Choose a channel, then click Edit / View to see the editing section for queue menus in that channel.
Select a queue to edit. The Settings panel appears. Toggle Automatic Redirection to Show.
Choose the redirection type:
Message: The message can be up to 600 characters. To add a hyperlink to the message, use the following format:
{https://www.google.com | Visit our website}Queue: Redirection to a specific queue. The queue can be selected by using the search box.
Phone Number or Outbound SIP transfer: If transferring to a...
Contact list entry: Click the option for Select from contact list and choose the contact you would like to transfer to.
Phone number: Click the option for Enter phone number and enter a number with
+and the country code. For example, the United States number (123) 446-7891 should be formatted as:+11234567891. Numbers with extensions are not accepted.SIP destination: Click the option for Enter SIP URI address and configure your SIP address. Enter the destination SIP URI in
+ccNumber@fqdnformat. This is the endpoint to which calls to this queue should be redirected.
Website: URL must be to a mobile-friendly website. For more information on dynamic includes, see the queue and menu setup documentation.
Click Save Redirection. The automatic redirection is set in the queue setting.