A 3CX call reaches CCaaS by pointing its destination at a SIP extension registered to CCaaS. Which method fits depends on whether each skill has its own dedicated extension, or a smaller number of extensions need to serve multiple skills.

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Routing Directly to an Extension

When a skill has its own dedicated CCaaS-registered extension, any 3CX entry point can be pointed straight at it — no additional CCaaS-side configuration is needed.

• A DID's Inbound Rule can set Route Calls to directly to the extension
• A Digital Receptionist menu option can use Connect to Extension to reach it

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Routing via a Call Routing Rule

When multiple DIDs need to fan into skills without a dedicated extension for each, a tag applied in 3CX is matched against a CCaaS Call Routing Rule instead.

Tagging the DID in 3CX

1. In the 3CX portal, navigate to Inbound Rules

   

2. Select the DID to route to a skill

3. In the Name field, enter a tag identifying the destination skill (for example, Support)

4. Under Route Calls to, confirm the DID is routed to the extension registered as the CCaaS virtual handset

   

5. Select OK

Configuring the Matching Routing Rule in CCaaS

1. Navigate to Routing Configuration > Call Routing
2. Select + to add a new rule
3. Complete the following fields:

4. Select Done, then Make Live to activate the rule