Lookup: Extension

Only operational in beta for Enreach Contact environments

The Lookup Extension node doesn't have a direct user visible output. Instead it can be used to lookup details on an extension and store that into custom variables. It can be used to find an extension by name. This can be a user extension, a queue, a group or even a Smart App. Depending on which type of extension is found, different details might be available. For instance, a queue would expose it's amount of callers in the queue and the expected wait time, while for a user this doesn't make sense.

As you can see in the example above it is possible to use this node to lookup the extension details and then make your flow depend on it. The branch in the above example allows the flow to switch based on the type of extension. To make one of the branches, like the first one on the left, to branch based on the extension being a User Extension, the following condition can be configured:

The following extension types can be configured:

• User

• Queue

• Group

• SmartApp

When configuring the conditions as presented above, make sure to match the exact same extension type names, including the first capitals. So "User" and not "user".

As you see in the Flow Node fields you need to specify which data you want to store in which variable. This requires you to create these variables yourself beforehand. See the section about variables on this topic to learn how.

You could also offer a flow like this, to let users know about the wait time of a queue and then ask them to wait or not. In the case of a no you could redirect users to a "leave a note" flow.

Alternatively you could configure a branch node that checks the waiting time. When waiting time is more than 5 minutes you could direct the user immediately to the "leave a note" form without even asking.

You see variables being used in the above examples like ext_number , ext_name and ext_wait_secs . Please note that those are arbitrarily chosen variable names. You can name them any way you like when creating these variables.

Node properties

Property	Description	Explanation
Match	Variable to match in the table	In which variable did you capture the name or number to look for in this account's extensions?
Users	Including user extensions	Toggle when you want the user extensions to be included in the search
Groups	Including group extensions	Toggle when you want group extensions to be included in the search.
Smart apps	Including smartapp extensions	Toggle when you want smartapp extensions to be included in the search
Exclude extensions	A list of extensions to NOT include in the search	When certain extensions are not allowed to be included in the search, like when you want certain employees not be able to be found by a smart app.
Results
Extension number	The extension number found
Type of extension	The type of extension that was found	User, Group, Queue or SmartApp
Name	The name configured for this extension	Like the name of the user or name of the queue
Busy (user)	The presence of the user	This is a boolean (true or false) result, so make sure to create a variable of the boolean type
Wait time in seconds (queue)	The wait time in seconds for the queue	This is a numeric value, so make sure to create a variable of the number type
Wait time in humanized text	The wait time in human readable text	This is a text value that translates the wait time in seconds to something more friendly, like "2 minutes"
Amount of callers waiting	The amount of callers waiting already in the queue (before your turn)	This is a numeric value, so make sure to create a variable of the number type
Apply fuzzy matching	Exact or fuzzy match	Whether the best possible match, or the exact match should be returned. Note that exact match is really exact match, including capitals or lower case characters.