Action node - Forward

Introduction

The Forward action forwards the session directly to a specific non-agent destination. Use Forward for non-agent SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. addresses or external phone numbers. Tip For agent targets, use Preferred Hunt instead.

Additional information

Use this node when, based on the customer's choice in the IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent., an incoming conversation must be sent directly to a fixed destination such as a reception desk, external service, or other non-agent endpoint.

The destination can be a specific SIP address or phone number, for example sip:reception@contoso.com or tel:+31612345678.

Unlike Preferred Hunt, the Forward action is not intended for routing to agents through contact center availability logic. It is intended for direct forwarding to non-agent destinations.

Example use in a flow layout (click to enlarge):

Learn more about other available Dialogue Studio - AnywhereNow Core Nodes.