Automatic redirection

Automatic redirection lets you automatically route end-users through specified workflows based on your needs.

Note: This feature is available for the IVR, Web, and Mobile channels only.

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

1. In the CCAI Platform portal, go to Settings > Queues.

2. Choose a channel, then click Edit / View to see the editing section for queue menus in that channel.

3. Select a queue to edit. The Settings panel appears. Toggle Automatic Redirection to Show.

4. 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 [phone] should be formatted as: [phone]. 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@fqdn format. This is the endpoint to which calls to this queue should be redirected.

     Note: There is a 256 character limit for this value. Select Redirect using SIP REFER, when available, to help streamline call redirections. In addition, call redirects fail if the call source or SIP destination doesn't support SIP REFER.

   • Website: URL must be to a mobile-friendly website. For more information on dynamic includes, see the queue and menu setup documentation.

5. Click Save Redirection. The automatic redirection is set in the queue setting.