Call Routing in CCaaS

Routes calls from an RC/ACO Call Queue into a CCaaS Skill using a Skill Routing Identifier, for routing scenarios that depend on DID, queue name, or caller ID. RC/ACO's presence API does not expose every routing identifier CCaaS needs to route a call directly to a Skill, so an RC/ACO Call Queue is placed in front of the CCaaS Skill to carry that value through.

Creating the Call Queue

Log into the RC/ACO admin portal
Navigate to Phone System > Groups > Call Queues and select + New Call Queue
Select the site the primary SIP extension was created on
Enter a Group Name — this becomes the Skill Routing Identifier used to route the call to a CCaaS Skill
Accept the auto-assigned extension number, or select an available one
Enter a Voicemail PIN and select a manager (required by RC/ACO, though the voicemail box is not used)
Select the primary SIP extension as both the Manager Extension and the only Call Queue member

📘
Identifying the Primary Extension
The primary SIP extension is the extension listed in bold at the top of Admin (System) > SIP Extensions. See SIP Extensions.

Configuring the Call Queue

Call Handling & Members

Field	Value
Route calls to members	`Simultaneous`
Maximum concurrent calls per agent	`5`, with "Include direct calls when calculating maximum calls" unchecked
After call wrap-up time	`0 Seconds`
Primary Members	The primary SIP extension only

Wait Settings

Field	Value
Number of callers allowed in queue	Highest available option (commonly 25)
Maximum caller wait time in queue	Highest available option (commonly 15 minutes)

📘
Queue Capacity
CCaaS supports unlimited queue size and wait duration. These Wait Settings exist only because RC/ACO requires a value to be set.

Greeting & Hold Music

The Call Queue Greeting, Audio While Connecting, and Hold Music options are disabled — this audio otherwise plays back-to-back with the CCaaS hold treatment.

Selecting a Routing Method

Two methods determine which value is sent to CCaaS as the Skill Routing Identifier: DID Routing and Alternative Routing Methods.

DID Routing

Open the Call Queue's Direct Numbers section and select + Add Direct Number
Enter the DID associated with the queue (DIDs are referred to as "Phone Numbers" in RC/ACO)
Under Call Handling & Members > Display Settings, set the first Call Information Displayed option to Queue Name or Phone Number
Leave the second option as Caller ID Name

Alternative Routing Methods

Under Call Handling & Members > Display Settings, select Queue Name, Queue Extension, Caller ID Number, or another available value as the first display option. The Skill Routing Identifier configured in CCaaS must match this value exactly.

⚠️
First Field Only
CCaaS uses only the first Display Settings field to identify the routing destination. Whatever value is intended as the Skill Routing Identifier must be reflected there.

Configuring the Routing Rule in CCaaS

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

Field	Description
Routing Rule Name	A descriptive label for the rule
SIP Header	The header carrying the identifier — typically `From` for RC/ACO
Matching	`Contains` is recommended, to best match the platform's naming
Value	The Queue Name (or other identifier) configured on the RC/ACO Call Queue
Destination	The CCaaS Skill the call should route to

Select Done
Select Make Live once all Call Routing Rules are configured

🛑
Unmatched Calls
A call that matches no Call Routing Rule is disconnected unless a default Skill is configured. No default Skill is set out of the box — configure one before going live.