Customizing the Route To widget in zoom app

The Route To widget can be added and edited by contact center administrators. There are a number of destinations that can be routed to via the Route To widget. If you have a flow with one of the following types, you may not be able to access some of these options:

• Another flow

• Queue

• Inbox

• Agent

• Outgoing call

• Disconnect the call

The Route To widget can be used as the final step when routing inbound calls to the queue using an IVR menu. Thus, if you have already set up a flow involving the routing of inbound calls using an IVR menu, you can use the Route To widget as the final step.

Prerequisites for customizing the Route To widget

• Ownership or administrative privileges of the account

• There are three types of account to choose from: Pro, Business, and Education

• Licenses for Zoom Contact Center can be purchased here

• Create a voice, video, web chat, a chat room within an application, or an SMS message flow

How to add and edit the Route To widget

1. Zoom’s web portal can be accessed by logging in.

2. Click Contact Center Management from the navigation menu and then click Flows from the drop-down list.

3. The display name of a flow can be edited by clicking on it.

4. As you can see below, you can drag Route To onto the chosen location in the flow by clicking and dragging it onto the left side widget panel.

5. Make sure the widget Route To is selected.

6. The widget can be renamed to make it more understandable to the end user. Click on Rename to make your changes.

7. Choose a route from the drop-down menu in the Route To section of the Settings tab.

8. You can customize the exits and settings associated with those exits.

Route To widget settings

Route To options	Settings tab	Exits tab
Queue: Route to a queue.	Select one of the following:	Call Finished: Select the destination widget if routing was successful and the engagement is completed.
		Overflow: Select the destination widget if the call exceeded the max wait time set in queue settings)
(Available for all flows)	Queue: Select the queue to route to. You will see basic queue settings like the number of agents. Click View Queue Details to change queue settings.	Routing Failed: Select the destination widget if routing failed.
	Variable: Route to a queue based on a variable. Click the drop-down menu to select the variable.
	Mapping Verification of Agent Routing Skills (only available you select Queue in the setting above): Displays the associated agent routing profile of the queue and a list of skills added to that profile. The list of skills displays if it's been mapped as an exit in another widget. You can map skills to exits in the Condition and Collect Input widgets.
	Notify Estimate Wait Time: Enable the toggle to play or display an automated greeting with the estimated wait time. If enabled, customize the text for the estimated wait time greeting. The estimated wait time is based on several factors including the average handling time. For video flows, the estimated wait time is displayed on the Waiting Room.
Inbox: Route to an inbox. This option doesn’t include voicemail greeting customizations. Add the Send Media widget to add a greeting to the flow.	Inbox: Select the inbox to route to.	Recording Complete: Select the destination widget if the caller records a voicemail.
		Hangup: Select the destination widget if the caller hangs up.
(Only available for voice flows)		Routing Failed: Select the destination widget if the flow failed to route the consumer to the inbox.
Flow: Route to another flow.	Target flow: Select the flow to route to. You will see the flow’s basic details like its name and description. Click View Flow Details to view or edit the flow. The target flow must be the same flow type as the current flow.	Routing Failed: Select the destination widget if the flow failed to route the consumer to the flow.
(Only available for voice, web chat, or in-app chat flows)
Agent: Route to specific contact center agents.	Target Agent: Select agents to route to.	Call Finished: Select the destination widget if routing was successful and the engagement is completed.
	Notify consumer of estimated wait time: Enter the total maximum wait time allowed in seconds. When the maximum is exceeded, callers will be routed based on the Overflow exit setting.	Overflow: Select the destination widget if the call exceeded the estimated wait time set in agent settings.
(Only available for voice, web chat, in-app chat, or SMS flows)		Routing Failed: Select the destination widget if the flow failed to route the consumer to the agent.
OutgoingCall: Place an outgoing call to an external phone number.	Outgoing Call Target: Select one of the following.	Call Answered: Select the destination widget if the call successfully connects to the external number.
	Phone Number: Place an outgoing call by specifying a phone number.	Call Failed: Select the destination widget if the call exceeded the Max Ring Time wait time set in the widget’s settings.
(Only available for voice flows)		Call Not Answered: Select the destination widget if the call isn't answered by the receiving party.
	Country/Region: Select the country/region of the phone number.
	Phone Number: Enter the phone number (area code and phone number) without any spaces or dashes.
	Max Ring Time: Enter the total maximum wait time allowed in seconds. When the maximum is exceeded, callers will be routed based on the Overflow exit setting.
	Variable: Place an outgoing call based on a variable.
Disconnect: Disconnect the call. This option doesn’t include greeting customizations. Add the SendMedia widget to add a disconnect greeting to the flow.	Not applicable	Not applicable