A UC extension can dial or transfer a call directly to a WebRTC Contact Center agent by creating a dedicated MLHG containing the CCaaS virtual handset subscriber, without the call passing through a skill.

Creating the MLHG

1. Navigate to the MetaView Web Portal and create a new MLHG for the WebRTC agent, following the same steps as Call Routing from Metaswitch
2. Name the MLHG to reflect the WebRTC agent it reaches (for example, a name referencing the agent by name or extension)
3. Add the virtual handset subscriber registered to CCaaS as the MLHG's member

A UC user can then dial or transfer a call to the MLHG's extension to reach the WebRTC agent directly, the same way any other internal call routes on Metaswitch.

Verifying the Route

A call presented this way logs in Cradle to Grave as a standard Contact Center call to the WebRTC agent's device. A direct internal call to the MLHG extension, rather than an external call transferred to it, logs as a separate internal call to the same agent.