Call Connect Router (CCR) applet

The Call Connect Router applet can route incoming calls to numbers outside of Vonage Contact Center (VCC). The applet can route a call in several ways:

  • To a third-party interactive voice response (IVR)
  • To a third-party automatic call distributor (ACD)
  • To a third-party hunt group
  • In a follow me application
The numbers the applet can transfer calls to can be hardcoded or set dynamically in data sources or IVR slot; therefore the target numbers may change for each incoming call.

Data sources and IVR slots

Data sources and IVR slots are placeholders for values at run time. VCC replaces the placeholders with values for the target numbers before transferring the call.

Use the following format to specify a placeholder for a data source or IVR slot:

$(DataSourceOrIVRSlot)

You can only use this applet in an interaction plan that routes calls, and not other types of interactions.

Delivery Numbers

FieldOptionsDescription
NumbersNumber, Data Source, or IVR Slot

The phone number or numbers to route the call to.

Click Add to add another field. Add up to 30 fields as required.

Type one of the following values into each field:

  • A phone number, for example +441234567890
  • The name of a data source or IVR slot, for example $(TargetNumber)
  • A combination of numbers, data sources, and IVR slots, for example +441234($FirstPart)($SecondPart)

You must provide target numbers—both hardcoded and dynamic, in data sources and IVR slots—in the E.164 format. For information, see E.164 format.

Click Delete alongside a specific field to remove it.

Delivery Settings

FieldOptionsDescription
Distribution Type

Sequential Routing starting at 1st number
or
Rotary Routing

The type of routing used.

Select Sequential Routing starting at 1st number to route the call to the first number. If the first phone is not answered, route to the second, then the third if the second is not answered, and so on.

Select Rotary Routing to route the call to the number in the list (n). If phone number n is not answered, route to the number after that (n+1), then n+2 if n+1 is not answered, and so on.

No answer timeout (seconds)NumberThe time, in seconds, after which the applet diverts the call to the next number. The default is 15 seconds.
Try Agents more than onceCheck box

Determines whether to try all the numbers more than once if the call does not connect.

Select the Try Agents more than once check box to cycle through the numbers until the call is connected, or until the Group timeout period is exceeded.

Clear the Try agents more than once check box to try all the numbers once and then route the call to the applet selected in the Applet to run if we do not connect field.

Group timeout (seconds)Number

If the Try Agents more than once check box is selected, the applet continues to try to connect the call for the time period set in this parameter. If the applet cannot connect the call within the time period, the call is routed to the applet selected in the Applet to run if we do not connect field.

The default timeout is 30 seconds.

Applet to run when dialled number completeList of available appletsThe applet that the call is routed to when the connected call is completed.
Applet to run if we do not connectList of available appletsThe applet that the call is routed to if the call is not connected. This will be either after the agents' numbers are all tried once, or the Group timeout period is exceeded.

CCR Audio Options

FieldOptionsDescription
On hold audioAudio (.wav) file

The audio file that contains the announcement that is played when the call is on hold.

Click Browse... to launch the Open dialog box. Select the audio file you want to use for the announcement.

Ringing audioAudio (.wav) file

The audio file that contains the ringing tone that is played when the applet is trying to connect to an agent. You can use a ringing tone that is appropriate for the caller's locale, for example.

Click Browse... to launch the Open dialog box. Select the audio file you want to use for the ringing tone.

Whisper audioAudio (.wav) file

The audio file that contains the whisper that is played when the applet first connects the call to the agent. A whisper is a short message that you can use to inform agents about the call. For example, if agents are handling calls from multiple companies, the whisper can inform the agents which company the call relates to.

This whisper overrides any previously set whispers using the Set Whisper applet.

Click Browse... to launch the Open dialog box. Select the audio file you want to use for the whisper.

Whisper optionOff, Agent Only, or Both Agent and Caller

Determines whether to play the whisper or not, and who to.

Select Off to play no whisper.
Select Agent Only to play the whisper to the agent.

For information about the format of the audio file, see Recording and preparing audio used in applets.

E.164 format

E.164 defines a format for international telephone numbers. Numbers are usually prefixed with the plus sign (+), include the international country calling code and are limited to a maximum of 15 digits.

Phone numbers include:

  • a + sign to indicate that the number is international
  • a country code, such as 44
  • a region code, such as 1234 (remove any leading digits, usually a zero, if applicable)
  • the subscriber number, such as 567890

Example telephone numbers in national and E.164 format

Country

National formatInternational format

UK

02072068888

+442072068888

Australia

0285993444

+61285993444

US

6463624888

+16463624888

Belgium

027933835

+3227933835

Ireland

015530073

+35315530073

Finland

0974790184

+358974790184

Norway

21953282

+4721953282

France

0170377180

+33170377180

Austria

01253010376

+431253010376

Netherlands

0207085097

+31207085097

Sweden

0850513830

+46850513830

Luxembourg

27860726

+35227860726

Denmark

32729282

+4532729282

Poland

221288260

+48221288260