Dynamic Destinations
📖 Introduction
Dynamic Destinations route calls based on real-time data from an HTTP API or database. The system queries an external source and routes the call based on the response.
Examples:- Route based on customer account status
- Check appointment system and route to assigned technician
- Load balancing between offices based on queue length
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🎯 Common Use Cases
| Scenario | Data Source | |
|---|---|---|
| Route VIP customers to premium support | CRM API | |
| Route by account type (free vs paid) | Billing system | |
| Route to assigned agent | Ticketing system | |
| Failover based on availability | Monitoring API |
🖥️ Accessing the Module
Navigation:PBX → Applications → Dynamic Destinations
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📝 Form Fields
| Field | Description | Example | |
|---|---|---|---|
| Name | Destination identifier | CRM Lookup Route | |
| Extension | Internal access number | 9200 | |
| Lookup Type | HTTP or Database | HTTP | |
| URL | API endpoint (for HTTP) | https://crm.company.com/api/route | |
| Timeout | Seconds to wait for response | 5 | |
| Default Destination | Where to route if lookup fails | IVR: Main Menu | |
| Enabled | Destination is active | Yes |
💡 Tips
WARNING
Ensure your API is fast (under 2 seconds) to avoid caller frustration.
TIP
Always set a reliable default destination for failures.
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🔗 Related Modules
- Custom Applications — More complex routing logic
- IVRs — Standard menu routing
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