Good day,

I am new to Zoom Contact Center as we migrated over from another platform. I am learning things as I create flows and so far I am liking what I am seeing.

I am trying to set up call routing based on inbound DNIS. These calls don't get routed to agents but to voicemail boxes.  It is an internal messaging system that would send a voicemail transcription to my email. It is something that I am building to learn the features of ZCC. I've set up the inboxes that I need in ZCC and set up the email routing.

My flow has two entry points. In my previous platform, I would use a condition widget that would "listen" for the DNIS and then route the call to the appropriate branch.

My flow in ZCC is configured as follows:

• Start widget which has two entry points. The entry points represent Country A and Country B. This connects to a Condition widget.
• Condition widget
  • Settings tab, the type is set to Variable and the Variable is set to DNIS.
  • Exits tab - Exit 1
    • Variable Condition is set to Equal to and value is the entry point for country A.
    • Exit name is set to country A
    • Map Exit to Skill - nothing selected as these calls aren't being routed to an agent.
    • Next Widget set to SendMedia A.
  • Exits tab - Exit 2
    • Variable Condition is set to Equal to and value is the entry point for country B.
    • Exit name is set to country B.
    • Map Exit to Skill - nothing selected as these calls aren't being routed to an agent.
    • Next Widget set to SendMedia B.
  • No Match set to Hangup.
• Condition widget - Exit Country A is connected to SendMedia A. SendMedia A plays a text to speech prompt. SendMedia A is then connected to Route_to_Country A. 
• Connection widget - Exit Country B is connected to SendMedia B. SendMedia B plays a text to speech prompt. SendMedia B is then connected to Route_to_Country B.
• Route_to_Country A and B are both set up to route to their respective Inboxes.

If I call either DNIS that I set up, the calls are dropping automatically. If I remove the condition widget and call either DNIS, the calls go through. At this point I believe it is how I have the condition widget configured.

Could someone provide insight on what it is that I am missing?

Update --

I am not sure why I can't reply to my own posts?? 

Regardless, I've solved my own issue. In the Condition widget, Exits tab, I set the Variable Condition to "Contains". Republished and everything is routing as intended.

Hi Zoom Community 👋

Zoom has announced updates to IP subnet ranges and network configurations for various services. New and updated IPv4 ranges have been added for Zoom Phone and Zoom Contact Center, with specific ranges for HTTP Call Widget requests in the Flow Editor. Additionally, one IP range (16.63.29.0/24) has been removed from Zoom Meeting and Cloud Room Connector services due to migration to larger contiguous ranges. Network administrators should update firewall and network rules to accommodate these changes. Zoom has also introduced new URLs for client certificate validation, which should be added to network configurations.

US01 outbound (NAT Gateway EIP): Jan 3 2025 5:00PM PST

This change will modify Zoom initial connections for ZP/ZCX from existing NAT gateway IP to BYOIP subnets. There is no expected impact or actions for Zoom customers. However, we wanted to notify you all of this change. Please be sure to follow our network firewall page to do network ACL in your edge devices for incoming traffic.

US01 inbound (NLB/NginxPlus EIP): Jan 10 2025 5:00PM PST

This change will modify incoming traffic to Zoom connections for ZP/ZCX for Network load balancer and Nginx Plus IP. There is no expected impact or actions for Zoom customers. Follow our network firewall page to do network ACL in your edge devices for outgoing traffic.

Please check out the following related status posts to learn more:

Oct 31, 2024: https://status.zoom.us/incidents/9f4msn4t4k57

Dec 02, 2024: https://status.zoom.us/incidents/5nr22yfc2sb

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