Call Routing in CCaaS

Tags a NetSapiens call with a Caller ID Prefix so it routes directly into a CCaaS skill, from either a DID or an Auto Attendant menu option.

A NetSapiens call reaches CCaaS by pointing its destination at the virtual handset extension registered to CCaaS, tagged with a Caller ID Prefix that identifies the skill it should land in. The same tagging method applies whether the call originates from a DID or from an Auto Attendant menu option.

Tagging a Call with a Caller ID Prefix

This is configured from either entry point into NetSapiens:

A DID's route, from UC Inventory
An Auto Attendant's digit action, from UC Auto Attendants

Set the DID's Treatment (or the digit action's Destination) to User
Select the virtual handset extension registered to CCaaS — see SIP Extensions
In Caller ID Prefix, enter the destination skill's name followed by a trailing slash (for example, Sales/)
Save

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The Trailing Slash Is Required
Without the trailing slash, CCaaS does not recognize the Caller ID Prefix as a skill routing tag and the CCaaS routing rule below will not match.

Configuring the Matching Routing Rule in CCaaS

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

Field	Description
Routing Rule Name	A descriptive name for the rule
SIP Header	Typically `From`
Matching	`Contains` is recommended
Value	The Caller ID Prefix entered above, without the trailing slash
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 does not match any configured routing rule disconnects immediately. A default routing rule or skill group should be configured to catch calls that don't match a specific prefix.

Updated about 3 hours ago