How to use Input Reader variables in Triggers for agent selections (V2)

If you store input variables in your Input Reader applications, you can use them in trigger conditions afterwards. afterwards, you can use these triggers to define rules for agent selections or call flow routing. In real world terms, this means routing a call to certain agents or a certain module based on what a caller entered in an Input Reader.

The article linked above shows how to configure input variables for a simple IVR menu. The DTMF inputs asked for (1, 2 and 3) correspond to service types. These service types have groups of agents assigned to them. The below setup will show how to route a call to the "SALES" group if number "1" is pressed by a caller.  

First, we will need to use our variable ("myInput.label") as a trigger condition. The Trigger will fire if "myInput.label" (the DTMF input) is "1":


Now that the Trigger is saved and ready for use, we need to implement it in an agent selection for the main queue of agents. In 'Routing & Queueing' > 'Queues' we select the correct queue and open the settings by clicking on the small edit icon on the right side. Next, we add a "user selection rule".

Once you clicked on "add", you are asked to give it a name and choose the trigger which will be used for the selection. We are going to call it "Call for Sales", because we want the group "SALES" to be chosen if a caller presses "1". We choose the trigger we just created ("My input Trigger") and click on "save".

To choose the agents who are choosen if the trigger fires, we have to add them to the selection. Therefore, click on "Select... > Select users who are in any of these groups > Sales".


As long as there are agents which are assigned to the group "Sales", it will appear as an option. After the selection has been saved and the queue has been routed, our input variable will be stored and used to make the "Sales" selection.  

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