Divert

Divert Description

The Divert control is a sibling to the Destination control.

You can use the Divert control to define alternatives when calls are not answered by the destination number.

There are three types of Divert control available:

· Busy

The routing action in this branch will be invoked if the sibling Destination control is busy.

· No answer

The routing action in this branch will be invoked if the sibling Destination control does not answer the incoming call within a specified time.

· Failover

The routing action in this branch will be invoked if the sibling Destination cannot be reached due to a fault, e.g. a line fault at the destination site.

You can choose the appropriate option(s) by using the check boxes within the control properties.

In the example below, calls will be routed to the primary destination first. If the primary destination cannot be reached due to a line fault at the destination site then an announcement will be played. If the primary destination is not answered then after 10 seconds (the time limit defined in the control properties) the call will be routed to the secondary destination (e.g. a mobile number). Similarly, if the primary number is busy then the call will be routed to a secondary number.

Divert tip

You can select 1,2 or all 3 of the divert options within the same control node if the destination number, announcement or voicemail is the same for divert on busy, no reply or failover.

Divert Rules

A Divert must be attached as a sibling of a Destination control.

The sibling Destination control must be present before the Divert is added.

You must not have 2 Diverts of the same type within the same sibling group.

You can add up to 3 of different Divert types within the same sibling group.

The diverted-to Destination has its own property definition and does not inherit properties, e.g. call recording settings, from the sibling Destination control.

Nested diverts are permitted. For example, the call plan below allows alternative routing to a tertiary number if both the primary and secondary numbers are busy. This is limited to 3 levels of nesting as in the example below.

Divert Input Fields and Buttons

Name	Type	Description
Name	Text input field	Enter a meaningful name for the control to make the call plan more understandable. The maximum name length is 255 characters though only the first 16 will be visible on the icon when viewing the call plan.
Divert When	Check Box	Select the type of divert action this branch controls, i.e. Busy. No Answer or Failover (network).
Wait Time	Time control	Appears when the divert on No Answer is selected. Timer controls the amount of time in seconds Inbound will wait before invoking the divert on No answer. Timer value can be set anywhere between 5 and 60 seconds