Setting up Direct Agent Routing in IVR

To set up Direct Agent Routing:

  1. In Configuration Manager, navigate to Scripts from the navigation menu.
  2. Click Phone.
  3. On the Properties tab, enter a script name.
  4. Select a Category or create a new one.
  5. Enter additional notes in Comment text box.

  6. Click Save.
  7. On the Script tab click Main IVR.
  8. Click [ add] to add the desired objects.

  9. Click Save.

For sample use cases and scripts, refer to DAR Use Cases document.

The following table summarizes the new DAR objects:

DAR Object Description

Set to Agent

Set Agent object facilitates direct agent access. Set Agent checks if ANI or case number associated with an incoming call has corresponded with an agent on previous calls and provides call routing choices based on the search result.

Set Agent allows you to look up agents based on the following parameters:

  • Case created by: Find the agent who created the case.
  • Case last worked by: Find the agent who last worked on the case.
  • Case assigned to: Find the agent who is assigned to the case.
  • Channel linked to: Find the agent who is linked to the channel the call was channeled through. Use this option to back track to
  • None: Find an agent by name. By selecting this option, the option to
  • Choose Agent shows up: Click the link and select an agent from the list.

Transfer to Agent

The Transfer to Agent object connects the caller to the agent.

Use this object with Set Agent to find agents based on case look up and then transfer the call.

Use this object without Set Agent to transfer calls directly to the agent with a personal channel. The agent must be assigned with a personal channel.

Transfer to Agent object provides options which support transferring a call to agent even if status is:

  • busy
  • on break
  • working offline
  • logged off

If you do not select any option, then the call is transferred only if the agent status is Available.

Transfer to Agent Voicemail

This object allows a caller to leave a voicemail for an agent. It assumes the agent is already chosen using Set Agent object or Get Value object.

Get Value

Use the Get Value object to request the caller to provide an agent's extension number. On selecting this option, the checkbox 'Entry is mandatory' is checked automatically and greyed out. You will be given the option to set the maximum length of extension. By default, it takes 8 digits.


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