UCC Routing

Note Enterprise license or higher.

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 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.

UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. 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

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

ClosedSetup allow list

1. Open the Routing list on SharePoint

2. Add a routing rule

ClosedSetup block list

1. Open the Routing list on SharePoint

2. Add a routing rule

ClosedSetup country code recognition

1. Open the Routing list on SharePoint

 

Explanation per field

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

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 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

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.

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.

ClosedCreate Routing

  1. Open the Routing list.

  2. Select the “Add new item” button.

  3. Enter the correct data in the window that appears.

  4. Select the “Save” button.

ClosedEdit Routing

  1. Open the Routing list.

  2. Tick the respective Routing.

  3. Select the “Edit Properties” button.

  4. Enter the correct data in the window that appears.

  5. Select the “Save” button.

ClosedRemove Routing

  1. Open the Routing list.

  2. Tick the respective Routing.

  3. Select the “Delete Item” button.