This section centralizes RC/ACO configuration beyond the core Target Platform and SIP Extensions setup. Topics range from routing calls in through an RC/ACO Call Queue to failover, mobile and Auto-Attendant use, and recovering from an API outage.

Call Routing in CCaaS

Routes calls from an RC/ACO Call Queue into a skill using a Skill Routing Identifier, for routing scenarios that depend on DID, queue name, or caller ID.

Forwarding Rule for Failover

Forwards calls to a secondary CCaaS Call Queue if the primary Call Queue becomes unavailable.

Mobile App

Configures the RingCentral mobile app as an agent's calling device instead of a desktop softphone or physical phone.

Using the Auto-Attendant

Transfers calls from an RC/ACO Auto Attendant IVR menu directly to a CCaaS-registered extension via a key press.

Provisioning an Avaya J-Series Phone

Registers a physical Avaya J-Series desk phone to an RC/ACO extension for use with CCaaS, either through the phone's keypad or its web GUI.

Handling API Overflow

Recovers call handling when the API connection between CCaaS and RC/ACO drops, so agents stop receiving calls they cannot answer.

Voice Recording Playback

Pulls call recordings produced by RC/ACO into CCaaS for playback in Cradle to Grave.

Navigating API Connectivity Issues

Agent- and admin-facing mitigations for delays in the RC/ACO API that CCaaS relies on to track agent state.

Scaling for Concurrent Calls

Sizes the number of RC/ACO SIP extensions needed to support more than four simultaneous Contact Center calls.

Best Practices

Recommended RC/ACO-side settings for virtual handsets and agent devices so Contact Center calls roll over to CCaaS cleanly.