Inbound Routing

Note Enterprise license and higher

Purpose

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 IVRInteractive Voice Response (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.

 

Useful Matches

Match All

.

Match All internal users

domain\.extension$

Tip Example: workstreampeople\.com$

Match All external users

.*(?<!workstreampeople\.com)$

Match All except +31

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

Match All Non Phone Users

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

Match Multiple

406|407

Match exact phone number (ExactMatch checked)

sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP.:+phonenumber@sipdomain;user=phone

 

Scenario's

Boss secretary routing

Instead of using the default Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. Delegates features. Use Inbound Routing, this way everything will be managed from the server instead of the clients.

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 an regular expression

MatchTo

The value that will be search in the address of the receiver (Agent)

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 CallbackThe CallBack feature 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.

Active

Check to make Routing active.

 

Create/Edit/Remove item

Item can be created, edited or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.