UCC Routing

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 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). An 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. 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

Match All internal users

Match All external users

Match All except +31

Match All Non Phone Users

Match Multiple

Match exact phone number (ExactMatch checked)

Scenarios

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 The 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
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.

 

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