Inbound Routing

Core - Inbound Routing

Note Enterprise license only

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

 

Scenario's

Boss secretary routing

Instead of using the default Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. 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 CallbackWith CallBack the customer can 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.

 

Routing Create/Edit/Remove

A Routing can be created, edited or removed.

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