Routing Calls Based Upon a Netsapiens DID

This article demonstrates how to route calls based upon a Netsapiens DID.

Article #: 113

How To: route calls based upon a Netsapiens DID

Similar questions: route calls based upon a Netsapiens DID, route via DID on Netsapiens, route via DID/DDI on Netsapiens, route via DDI on Netsapiens

Purpose: demonstrate how to route calls based upon a Netsapiens DID

Steps

  1. Log in to the Netsapiens portal and go to Inventory
  2. Click the DID you would like to route to a skill within Xima CCaaS
  3. An Edit window will appear. In the Caller ID Prefix field, type in the name of the skill you want routed (i.e., support, sales, etc.), and then add a slash to the end of the name. This slash is important because it indicates to Xima CCaas that it is going to go to a skill group. This name will function as a tag.
  4. In the User field, make sure that the extension is going to the Contact Center. Do this by selecting the appropriate extension.
  5. Click Save.
  6. The next step is to enter this tag into the Skill Routing Identifier field. This field is found in Xima CCaaS Admin portal.
  7. Log in to the Xima CCaaS Admin portal.
  8. Once logged in, go to Contact Center Configuration > Skill Management
  9. A new window called “Skill Management” will appear. Click Add Skill…
  10. A new window called “New Skill” will appear. Type in the same name that you entered in the Name field on the Netsapiens portal (i.e., support, sales, etc.) into the Skill Name field under the Skill section. You do not need to include the slash in the name here.
  11. Go to the Skill Routing Identifier metric, which is located in the Voice Settings about two lines down. Click on the associated ellipsis tool.
  12. A new window called “Skill Routing Identifiers” will appear. Click Add.
  13. A new window called “New Skill Routing Identifier” will appear. Type in the same name that you entered in the Name field on the Netsapiens portal (i.e., support, sales, etc.) into the text field. Do not include the slash in the name here.
  14. Click OK and then OK once more.
  15. Configure the rest of the skill to your liking.
  16. Click OK and then Save when done.