Dialogue Cloud

On Premises

UCC Routing

Note

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

Note

Make sure at least one endpoint is enabled for routing, see: Configuring UCC Endpoints

Purpose

Routing can be used to change the behavior of the Contact Center when a certain address / URI is recognized. For example all phone numbers with a Dutch number needs to be forwarded to a Skill with Dutch speaking Agents.

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.

UCC Routing is when a customer calls the UCC directly.

For UCC Routing only the MatchFrom field will used. This routing is active on all the endpoints, or on the selected endpoints.

Useful Matches

Match All

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Regular expression
.

Match All internal users

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Regular expression
domain\.extension$

Example

anywhere365\.net$

Match All external users

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

Match All except +31

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

Match All Non Phone Users

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

Match Multiple

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Regular expression
406|407

Match exact phone number (ExactMatch checked)

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

Scenarios

1. Open the Routing list on SharePoint

2. Add a routing rule

1. Open the Routing list on SharePoint

2. Add a routing rule

1. Open the Routing list on SharePoint

Explanation per field

Configuring UCC Routing is accomplished by entering the appropriate parameters in the following screen:

Item Description
Title

Can be used for note.
ExactMatch

Check to disable regular expression for MatchFrom.
MatchFrom

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

Note

The field will be used as an regular expression
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
MatchEndpoint

Select the endpoints on which Routing should apply.

Tip

Endpoints can be marked or unmarked with the "Enable Routing" option in the Endpoint list.

Note

Make sure at least one endpoint is enabled for routing.

This can be done by checking the "EnableRouting" settings on the Endpoint item in the Endpoint list.

Order

The order the rules of the Routing will be executed.

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.

  1. Open the list.
  2. Select the Add new item button.
  3. Enter the correct data in the window that appears.
  4. Select the Save button.
  1. Open the list.
  2. Tick the respective item.
  3. Select the “Edit Properties” button.
  4. Enter the correct data in the window that appears.
  5. Select the “Save” button.
  1. Open the list.
  2. Tick the respective item
  3. Select the “Delete Item” button.