Dial: Smart

To create a smarter experience, the Dial: Smart node extends the regular Dial: Number node with fallback capabilities. This saves you creating additional Flow steps and branching.

If the conversation happens within opening hours, the system will announce the forward and dial the number to forward the call according to the provided details (number and SIP method).

If the conversation happens outside opening hours, the system will provide a closed message and fall back to a specified Flow.

The same thing happens if the dial fails for any reason (usually because the receiving party is unavailable).

Dialing can be done in two different ways:

• SIP invite (the call is handed over, but if it fails, it returns)

• SIP refer (the call is immediately handed over and will not return)

Note that if a dial is done using an SIP invite, the Bot will remain on the call, adding to the billing of this call. An SIP refer will stop incurring cost after the handover.

Check extension availability

When the Check extension availability setting is switched on, we will check whether there are human operators available to accept the incoming call. This check varies per extension type.

Disable this setting if you want to forward the call regardless of the status of the destination (e.g., when you have fallback settings configured on the call queue itself).

Extension type	Call will be forwarded to destination
Queue	If there are agents logged in to the queue
Group	If there are members in the group
User	If the user is available (not busy or on another call)
Other extension types	Will always forward the call

This feature is only enabled on the Grid telephony adapter.

Properties

Property	Description	Explanation
destination	The destination type for the call (default)	"Default" to dial the following number in any situation. "Contact based alternatives" to dial a number that is based on user data (a specific contact field). See Dial: Number for more information about the different destination options.
Number	The number to call	Using the extension checkbox, a non-ISO phone number can be provided. This way extension numbers are valid to enter.
SIP	The method for dialing	See above.
Caller ID	Which number is presented to the called party	"caller" or "bot", defaults to "caller". Only works for SIP invite. See Dial: Number for details.
Timeout	Timeout in seconds	Only works for SIP invite.
Text	Announce the forward
Check extension availability	Whether to check if the extension has human operators available	See
Opening hours	Specify how the opening hours are determined	Options: from settings from timeplan custom Notice that you need the skill Timeplans to be installed to use the "from timeplan" option.
Closed situation:
Text	The message to provide if closed
Flow	The Flow to jump to if closed
Unavailable situation:
Text	The message to provide if unavailable
Flow	The Flow to jump to if unavailable

Caller ID

Caller ID selection only applies to SIP invite dials; with SIP refer the network handling the handover determines the presented number.

caller (default): the original caller's number is presented, so the called party sees who is actually trying to reach them. bot: the Bot's own number is presented instead — useful when the caller's number shouldn't be exposed, or when the receiving system only accepts calls from a known (whitelisted) number.

Be aware that this node will redetermine the online and offline tags based on the optional custom time plan provided. This way, logic executed after this node might be impacted by it.

Resources

• Phone flows

• Dial: Number

• App Settings