Connect Call Follow

Connect Call action in an IVR allows you to route an incoming caller to a live destination. You can connect the caller to a specific Salesmate user, a Salesmate number, or an external phone number.

This action is typically used when the caller needs to be transferred to a person or another destination.

Topics Covered

• How to Configure Connect Call
• Understanding Outgoing Nodes
• Practical Example

How to Configure Connect Call

While setting up an IVR, select the Connect Call action.

Once selected, you’ll need to configure the following details for the Connect Call action:

• Destination Type: Select where you want to route the caller:
  • User: Routes the caller to a specific active Salesmate user.
  • Number: Routes the caller to one of the available Salesmate numbers.
  • External Number: Routes the caller to an external phone number.

• Select User or Number: Depending on the selected Destination Type, select the Salesmate user or number that should receive the call.

  When External Number is selected, enter the phone number in a valid E.164 format.

• Ring Timeout: Specify how long the destination should ring before the IVR moves to the next step. The supported range is 5 to 300 seconds, with 30 seconds as the default value.

• Record Connected Call: Enable this option if you want to record the call after it is successfully connected. This uses Salesmate’s existing call recording capability.

  This option is disabled by default.

Note: When routing the call to a Salesmate user or number, the action automatically uses the number’s existing Ringing configuration, such as Sequential or Simultaneous, along with its configured wait time. These settings do not need to be configured again within the IVR.

When forwarding a call to an external number, additional charges may apply.

Once the configuration is completed, save the action.

Understanding Outgoing Nodes

The Connect Call action provides the following outgoing nodes:

Call Completed

This node is triggered after the destination answers and the connected call ends normally.

Call Not Connected

This node is triggered when the call cannot be successfully connected. This can happen when:

• The caller disconnects before the call is connected.
• The assigned user does not answer.
• The assigned user is unavailable.
• Another error prevents the call from being connected.

You can connect these outgoing nodes to the next actions in your IVR flow based on how you want to handle each scenario.

Practical Example

Suppose your IVR uses Route Based on Input to route callers based on their selection:

• Press 1 to connect with Sales.
• Press 2 to connect with Marketing.

When the caller selects 1, the IVR moves to the Connect Call action configured for the Sales team.

If the Sales user answers and the call is completed, the Call Completed node can be connected to the next action.

If the call cannot be connected, the Call Not Connected node can be used for the next action.