Call Routing from Metaswitch

Routes Metaswitch calls into a skill by tagging an MLHG Pilot Number and matching it with a Call Routing Rule.

A Metaswitch call reaches a CCaaS skill by creating a Multi-Line Hunt Group (MLHG) with a Pilot Number that identifies the destination skill, then matching that Pilot Number with a Call Routing Rule in CCaaS.

Creating the MLHG in Metaswitch

The MLHG is created and configured within the MetaView Web Portal, typically only accessible to a Metaswitch reseller.

Navigate to the MetaView Web Portal and search for the Business Group being configured
Select Add MLHG +
Apply any applicable templates
Enter a Name and Identifying Number, and confirm Delivery of pilot information as Caller ID is not selected
If the MLHG should only offer one call at a time, select Offer calls to SIP lines in calls with spare MCAs
Add the virtual handset subscriber registered to CCaaS as a member, and log that subscriber in
Enter a Pilot Number — this is the number that reaches the MLHG, and its name is the value used to route the call to the destination skill

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Pilot Name Length
The Pilot Name entered cannot be longer than 20 characters, including spaces.

Under Preferences, confirm Present pilot name to agents is selected

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Required for Routing
If Present pilot name to agents is not selected, the pilot name is not sent through to CCaaS and calls will not route to the intended skill.

Configuring the Matching Routing Rule in CCaaS

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

Field	Description
Routing Rule Name	A descriptive name for the rule
SIP Header	Typically `Referred-By` for Metaswitch
Matching	`Contains` is recommended, to best match the platform's naming
Value	The Pilot Name entered on the MLHG
Destination	The skill the call should route to

Select Done, then Make Live to activate the rule

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Configure a Default Skill
A call that matches no routing rule disconnects immediately. A default routing rule or skill group should be configured to catch calls that don't match a specific Pilot Name.

High-Volume MLHG Routing

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MLHG Soft Limit
A single extension has a soft limit of 20 MLHGs. A deployment requiring more than 20 MLHGs on the CCaaS extension needs additional extensions — see SIP Extensions.

Updated about 1 hour ago