On Premises

Inbound Routing

Routing can be used to change the behavior of the Contact Center when a certain address / URI is recognized. For each line in the Routing a Match criteria can be set, following the order the Match lines will be used. When there is a match the address will be forwarded to either the Skill or the Parent Question. When forwarded to a Skill the caller will directly enter the queue. When forward to a Parent Question, the customer will enter the IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. at that point.

Inbound / Direct Routing, also known as C-Level Routing, is when an Agent is called directly.

For Inbound / Direct Routing both the MatchTo and MatchFrom fields will be used. This routing is only active when the address / URI in MatchTo is being called.

Note: An Enterprise license or higher is required to access these features.

Preparation

  1. Navigate to the SharePoint Configuration Page of the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.

  2. Open the Settings List

  3. Add new Item for Inbound Interception

    1. Key = UseInboundAudioRecording

    2. Value = true

 

Useful Matches

Match All

Copy
Regular expression
.

Match All internal users (Skype for Business On-Premise only)

Copy
Regular expression
domain\.extension$
 Tip: Example: anywhere365\.net$

Match All external users (Skype for Business On-Premise only)

Copy
Regular expression
.*(?<!anywhere365\.net)$

Match All except +31

Copy
Regular expression
(?s)^((?!\+31).)*$

Match All Non Phone Users (Skype for Business On-Premise only)

Copy
Regular expression
(?s)^((?!\+)(?!anonymous).)*$

Match Multiple

Copy
Regular expression
406|407

Match exact phone number (ExactMatch checked) (Skype for Business On-Premise only)

Copy
Exact match
sip:+phonenumber@sipdomain;user=phone

Scenarios

Boss secretary routing

Instead of using the Microsoft Teams "Delegates" feature. Use Inbound Routing, this way you have much more flexibility to route customers to the right contact in your organization, and benefit from features like reporting and audio recording. Furthermore, you have much more control, as Agents cannot influence the behavior by changing personal settings on their client.

Support redirect

When users should be called directly, you can use the Inbound Routing rules to redirect these calls to a Skill.

 

Explanation per field

In order to manage Inbound Routing, the following screen should be filled in:

Item

Description

Title

Can be used for note.

MatchFrom

The value that will be searched for in the address of the Caller.

Note: The field will be used as a regular expression

MatchTo

The value that will be search in the address of the receiver (For example, all or part of the Agent Sip Address)

Action

The action that will be done when a match is found.

Skill

The Skill that will be used for that action. (Only for action Skill or Callback CallBack, an IVR menu feature for voice, enables the customer to leave his / her number to be called back by an available agent during business hours.)

ParentQuestion

The IVR Question to where the caller will be forwarded, if there is match. (Only for action Question)

Note: IVR Question must be a Question or Welcome Message

Order

The order the rules of the Routing will be executed.

ReferredBy Callee

this option defines whether or not the transferred by header should show the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. Address of the intercepted Agent.

Active

Check to make Routing active.

 

Create/Edit/Remove item

Item can be created, edited or removed.

Warning: Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.