The Decision node allows you to control what happens when clients either call in with a specific phone number or dial a specific number to reach your organization.
Using the variable caller_id: you are able to control what happens when your clients call into your organization from a specific number eg. Gold-ranked clients calling into your organization can be treated as a higher priority than others.
Using the variable target_number: allows you to direct incoming calls based on the number that they dialed. This gives you the ability to have one inbound flow with multiple numbers attached and work types leading to different departments. With this variable, you only need to manage a single inbound flow instead of multiple flows.
How it works:
Select the decision node in the workflow designer, it will be undefined until you give it a name, a variable and a number to identify.
In the below example the decision node has been given the following information:
- Name - Example
- Variable - caller_id
- Phone number - 0210451222
The variables are case sensitive so be sure to use lower case letters.
Once you have input the phone number select the tick.
Once the number reflects in the #values section select the “Done” button, this will save your changes to the Decision Node
With the decision node defined you will be able to direct the different paths of the Decision node to where you want them to go
There is always a Default path, in the case of the caller_id variable, this is used in instances where a client whose number is not set in the #values field is calling in.
In a situation where you have the target_number variable setup, the default path allows you to direct a group of numbers to a single location by not including them in the #values.