Extension Step

The Extension Step allows for an extension to be entered by the caller so the call can be directly routed to this agent. The Extension Step will route the call to the extension of the owner of the record matched from the CRM Query Step that will be selected in its 'Record to present' section.

Add the Extension Step
To add a Extension step to your Call Flow, select the Extension step from the Steps list and drag it to your flow.

Extension Step Configurations
Extension Step Name

Give the extension a name.

Record to present

Select the CRM query that will be used to provide the information needed.