# Dial: Smart

To create a smarter experience, the **Dial: Smart** node extends the regular [**Dial: Number**](https://manuals.dialox.ai/studio/flows/nodes/dial-number) node with fallback capabilities. This saves you creating additional Flow steps and branching.

<figure><img src="https://3356808761-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEBQHGJABNTj5ISSOTRxM%2Fuploads%2FkeYiQDkomG2a6cozcqzi%2Fimage.png?alt=media&#x26;token=741710ac-4bbc-4827-be80-a99dd1abf2fb" alt=""><figcaption></figcaption></figure>

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)

{% hint style="info" %}
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.
{% endhint %}

<figure><img src="https://3356808761-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEBQHGJABNTj5ISSOTRxM%2Fuploads%2FzgO0R27jdXWacpievoxx%2FCleanShot%202026-04-07%20at%2014.10.41.png?alt=media&#x26;token=037b7c0a-dbe2-495e-8227-ba265ef965fb" alt=""><figcaption></figcaption></figure>

#### 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).

<table><thead><tr><th width="216.80859375">Extension type</th><th>Call will be forwarded to destination</th></tr></thead><tbody><tr><td>Queue</td><td>If there are agents logged in to the queue</td></tr><tr><td>Group</td><td>If there are members in the group</td></tr><tr><td>User</td><td>If the user is available (not busy or on another call)</td></tr><tr><td>Other extension types</td><td>Will always forward the call</td></tr></tbody></table>

{% hint style="info" %}
This feature is only enabled on the Grid telephony adapter.
{% endhint %}

#### 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](https://manuals.dialox.ai/studio/flows/nodes/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.                                                                                                                                                                                                                                                                                                                                             |
| 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                    | <p>Options:</p><ul><li>from <a href="../../../settings/app-settings">settings</a></li><li>from timeplan</li><li>custom</li></ul><p>Notice that you need the skill <a href="https://gitlab.com/botsquad/gitbook-manuals/-/blob/docs/studio/flows/nodes/broken-reference/README.md">Timeplans</a> to be installed to use the "from timeplan" option.</p> |
| **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                              |                                                                                                                                                                                                                                                                                                                                                        |

{% hint style="info" %}
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.
{% endhint %}

## Resources

* [phone-flows](https://manuals.dialox.ai/store/skills/phone-flows "mention")
* [dial-number](https://manuals.dialox.ai/studio/flows/nodes/dial-number "mention")
* [app-settings](https://manuals.dialox.ai/settings/app-settings "mention")