---
title: "External Destinations"
canonical: "https://help.telegra.de/space/MCCE/9561348866968/External%20Destinations"
format: markdown
---
Company administrators can define external destinations to which calls are routed under certain circumstances, such as when a queue is overflowing or when calls need to be handled outside of business hours.

![Define an external target in the telegra Contact Center](media://cd10ba50-899e-4936-a6ec-2fc495aa9d77)


---

### Manual

- Click on ***Staff → External Destinations***.
- To add a new external destination, click **Add**.
- Enter a **name** for the external destination (max. 100 characters).
- It is best to create a short **description** of what the target is. This way, other administrators can directly recognize which destination it is.
- To be able to use the external destination in routing, click the "**Enabled**" checkbox.
- Define how the phone number of the external destination must be entered by selecting one of the following options:
  - The complete phone number
  - The area code followed by the last N digits of the service number.
  - The area code followed by a non-matching part of the service number.

> 📝 **Note**: International numbers must be preceded by a + sign and a country code, for example +493360777.

- To limit the number of simultaneous calls to the external destination, check the **Limit Simultaneous Calls** checkbox and then specify the maximum total number of simultaneous calls allowed to the external destination (answered calls + calls currently connected to an agent). If the maximum total exceeds this number, overflowing calls can be immediately forwarded to an additional group of agents (the next higher priority group), if specified.
- Set the maximum number of seconds of ringing time at the external destination. If the external destination does not answer the call within this time, the back-off duration for not answering the call (Time Out) starts. The call to the external destination is canceled and the caller is put back to the top of the queue.
- For Busy Backoff Duration, specify the number of seconds for which the external destination will not receive calls because the number is busy (for example, because the agent is on a call that is outside the control of the contact center). During this time period, the external destination is removed from the pool of available external destinations. After this period expires, the external destination resumes receiving calls.
- For the call failure duration, specify the number of seconds for which the external destination will not receive calls because the call to the external destination failed for some other reason, such as a network error. During this time period, the external destination is removed from the pool of available external destinations. After this period expires, the external destination resumes receiving calls.
- Define for the call timeout the number of seconds for which the external destination will not receive calls because a queued call was not answered by the external destination within the allowed ring time.
- Click **Add**.