> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/building-your-callflow/via-dialogue-studio/core-nodes.md). # Dialogue Studio core nodes Review Dialogue Studio core nodes and the phase, routing, and fallback behavior they affect. Use core nodes to route an audio session, send a caller to a queue or destination, or apply a reusable IVR action in a Dialogue Studio flow. Treat node behavior as part of the callflow design: a node can change output ports, queue state, fallback behavior, or whether the conversation remains inside Dialogue Studio. {% hint style="warning" %} Node availability and behavior can differ between Dialogue Cloud Neo (Connect) and Dialogue Cloud Neo (Unify). Before using a node in a Unify design, check [Connect vs Unify](/set-up-dialogue-cloud-neo/connect-vs-unify.md) and confirm current product guidance. {% endhint %} ## Routing nodes | Node | Use | Design notes | | ------------------ | ------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Business Hours** | Route a message based on day and time rules. | Select the time source, timezone, ordered schedule rules, and Otherwise fallback. Unmatched messages can be dropped without Otherwise. Split overnight windows. See [Business Hours and Holidays Nodes](/contact-center-configuration/building-your-callflow/via-dialogue-studio/business-hours-and-holidays-nodes.md). | | **Holidays** | Route using a country, state, region, holiday type, or date range. | The first output is no match. With Stop on first match disabled, matching rules can emit independent copies. See [Calendar and Rule Configuration](/contact-center-configuration/building-your-callflow/via-dialogue-studio/business-hours-and-holidays-nodes.md#holidays). | | **IVR Menu** | Play prompts, collect one keypad choice, then route or execute an action. | Use in Incoming. Configure prompts, unique keys, retries, and the exit action. Review wires after changing Route options. See [IVR Menu](/contact-center-configuration/building-your-callflow/via-dialogue-studio/ivr-menu.md). | ## Action nodes These Incoming voice actions change session routing. No Action also has a specific PostDialogue role. Check the phase and connect-model guidance before placing an action. | Node or Action | Phase / Placement | Required Input or Prerequisite | Outcome and Reference | | ------------------- | ---------------------------------------------------- | ----------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Callback** | Incoming | **Skill**, callback IVR, and Campaign Dialer | Collect contact information for a callback when an agent becomes available. See [Callback Journeys](/contact-center-configuration/building-your-callflow/callback-journeys.md) and [Campaign Dialer](/contact-center-configuration/manage-outbound-dialing/campaign-dialer.md). | | **Disconnect** | Incoming voice routing | No additional action fields | Ends the session and disconnects its participants. Play the final message first. | | **Enqueue** | Incoming action; starts queue processing | **Skill** on the node or in the payload; preserve `msg.session.id` | Queue for the skill. Add a catch/fallback for missing skills or incomplete payloads. See [Enqueue](/contact-center-configuration/building-your-callflow/via-dialogue-studio/enqueue.md). | | **Forward** | Incoming | Fixed non-agent SIP URI or `tel:` number | Forward to the destination. Use Preferred Hunt for availability-aware agents or preferred targets with fallback. See [Forward Reporting](/contact-center-configuration/building-your-callflow/route-calls-and-queue-messages.md#dialogue-studio-forward-reporting). | | **IVR Question** | Incoming; Connect | Existing SharePoint question selected from the same UCC, or its known name | Run that question. Cross-UCC routing can fail with session-not-found. Planned, not available, for Unify in the documented DC2025.02a scope. See [Configure IVR](/contact-center-configuration/building-your-callflow/configure-ivr.md) and [Incoming applicability](/contact-center-configuration/building-your-callflow/via-dialogue-studio/incoming.md#reuse-ivr-questions-from-the-current-contact-center). | | **Merge** | Incoming audio, with a second session already queued | Two session IDs from the same UCC; queued session has selected a skill | Combine the sessions. See [Merge Conversations](/contact-center-configuration/building-your-callflow/via-dialogue-studio/merge-conversations.md) for field mapping and diagnostics. | | **No Action** | Incoming or PostDialogue | No additional action fields; phase-specific behavior | In Connect Incoming, fall back to default SharePoint IVR, not a Unify fallback path. In [PostDialogue](/contact-center-configuration/building-your-callflow/via-dialogue-studio/postdialogue.md), end the branch before configured quality monitoring starts. Not a generic stop node. | | **Preferred Hunt** | Incoming | Comma-separated **Sips (Targets)** starting with `sip:` or `tel:`, and fallback **Skill** | Agent targets use availability checks; non-agent targets are hunted directly. Failures advance through remaining targets before normal skill/ACD fallback. See [Timeout and Fallback](#preferred-hunt-timeout-and-fallback). | | **Queued Callback** | Incoming, not the Enqueue phase | Selected **Skill**; configure and validate regular callback first | Start queued callback; an unanswered attempt can become regular callback. See [Dialogue Studio Placement](/contact-center-configuration/building-your-callflow/callback-journeys.md#dialogue-studio-queued-callback). | | **Voicemail** | Incoming | **Skill** and voicemail configuration | Offer the recording only to agents with that skill. For SharePoint-configured UCCs, edit the default prompt under **IVR Questions → Entering Queue**. See [Manage Voicemails](/operate/recording-and-interaction-data/manage-voicemails.md). | No Action is not an InDialogue or Quality Monitor termination action. Use the [InDialogue](/contact-center-configuration/building-your-callflow/via-dialogue-studio/indialogue.md), [PostDialogue](/contact-center-configuration/building-your-callflow/via-dialogue-studio/postdialogue.md), and [Quality Monitoring](/contact-center-configuration/building-your-callflow/via-dialogue-studio/quality-monitoring.md) guides for their phase-specific patterns. For UCC schedule records rather than Dialogue Studio routing rules, see [Business Hours and Holidays](/contact-center-configuration/building-your-callflow/business-hours-and-holidays.md). Their configuration and validation rules differ. ## Preferred Hunt Timeout and Fallback For incoming voice calls, the UCC's `HuntTimeout` setting controls each preferred target's unanswered hunt attempt, in seconds. It applies to configured UCC agents and non-agent SIP or PSTN destinations. Resolving a destination as an agent changes availability checks, not the timeout setting. Preferred targets are tried in sequence. If an attempt fails, Preferred Hunt tries the next target. If no preferred target accepts and the list is exhausted, the call continues with normal hunting and automatic call distribution (ACD) for the configured fallback skill. Other eligible agents can cherry-pick the call because it already belongs to that skill. Acceptance by another agent or a session interruption can stop further preferred attempts. An unavailable agent can fail immediately. Answering, declining, cancellation, or a signaling failure can also finish an attempt early. `HuntTimeout` is not a total budget for the preferred list. Do not assume that total elapsed time equals the target count multiplied by `HuntTimeout`: call setup adds time, and an applicable forwarded signaling response can restart the hunt timer. Review the environment's approved configuration path in [Service and Contact Center Settings](/contact-center-configuration/service-and-contact-center-settings.md). ## EventBus event scope The **EventBus** node listens for generic Core events. It is an event source, not an action or routing node. The UCC name in a saved connection registers the target for normal callflow events and actions. It does not restrict generic EventBus payloads to that UCC. Generic bus events can include events from other UCCs on the underlying Core service, not only UCCs connected to this Dialogue Studio deployment. {% hint style="warning" %} A dedicated plugin port does not isolate generic EventBus events. Do not assume that selecting a UCC or using its unique provisioned port makes an event-driven integration UCC-specific. {% endhint %} Before forwarding events or updating routing state: * Select only the event types the flow needs. * Inspect each event type's payload in a controlled test and filter on UCC or dialogue metadata where it is present. * Do not assume every event includes a UCC field or uses the same payload shape. If direct UCC metadata is absent, use a validated correlation with earlier dialogue events where available. * Handle events whose UCC cannot be established explicitly. Keep them out of UCC-specific processing unless the integration design deliberately supports them. The [Last agent routing example](/product-reference/dialogue-studio/dialogue-studio-example-flows/last-agent-routing.md) demonstrates dialogue-to-UCC correlation and a UCC filter. Validate that pattern against the event types available in your environment before relying on it. ## Validation Before publishing a flow that uses core nodes: 1. Confirm that every direct action has the required skill, destination, question, session identifier, or fallback branch. 2. Review output ports after changing IVR Menu options, route actions, holiday rules, or business-hours rules. 3. Test timeout, no-match, no-result, and failure branches separately from the happy path. 4. Confirm whether the node is supported for the customer's Connect or Unify design. 5. Keep imported or example flows small until each node path has been validated in the target environment. ## Related topics Go to **Incoming phase in Dialogue Studio** for first-contact flow design. {% content-ref url="/pages/lB1YWsYrWzTQIPjgz4XT" %} [Incoming phase in Dialogue Studio](/contact-center-configuration/building-your-callflow/via-dialogue-studio/incoming.md) {% endcontent-ref %} Go to **Enqueue phase in Dialogue Studio** for downstream waiting-queue behavior. Configure the Incoming Queued Callback action in [Callback Journeys](/contact-center-configuration/building-your-callflow/callback-journeys.md#dialogue-studio-queued-callback). {% content-ref url="/pages/yd1hx2AXHGv9Tfpf8H9f" %} [Enqueue phase in Dialogue Studio](/contact-center-configuration/building-your-callflow/via-dialogue-studio/enqueue.md) {% endcontent-ref %} Go to **Route calls and queue messages** for broader routing, queue prompts, and secure-destination behavior. {% content-ref url="/pages/ZO573ktrsGDDLCZRkVy3" %} [Route Calls and Queue Messages](/contact-center-configuration/building-your-callflow/route-calls-and-queue-messages.md) {% endcontent-ref %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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