Conditional routes enable calls to be routed differently through the ACD system based on company schedules, calls currently in Queue, and/or the caller's phone number. A conditional route is a set of true/false tests (Rules). When a call is directed to the Conditional Route, its true/false tests are executed in order. When the first of those tests results in true, the call is routed out of the Conditional Route to the extension designated for that test. No further tests are attempted. If all of the test results are false, the call is directed to the designated "Fall-through Extension." From the caller's perspective, this happens instantly and the caller knows nothing about it.
Because they are extensions, Conditional Routes can either be a timeout target for a Voice Queue, a target within a different Conditional Route, or a target for a Menu option. When a Conditional Route is made 'dialable', calls can be sent to it directly from a regular auto attendant option or via a manual transfer.
The “Conditional Routes” page displays all current Conditional Routes.
Field Definitions
• Name: the name of the Conditional Route.
• Note: free text notes about the Route.
• Extension: calls sent to this number (extension) are routed according to the rules of this Conditional Route.
• Fall-through Target: an ACD extension, extension, or TN. Must not be this CR.
• Rules: the number of routing rules used in defining this Route.
Actions
• Add: click to configure a new Conditional Route.
• View: click to view the Conditional Route configurations without making any changes
• Edit: click to modify the Conditional Route configuration and its Rules.
• Delete: click to delete the Conditional Route.