Routing Calls From Netsapiens Auto Attendant to Xima CCaaS
This article provides information on how to route a call from the Netsapiens Auto Attendant to Xima CCaaS. These instructions provide a very basic setup but will give you a good idea of how to make this work for your environment.
Platform Steps
- Log in as an Administrator to the Netsapiens Admin Portal
- Go to the “Auto Attendants” tab and click on the “Add Attendant” button
- You will need to provide a Name, Extension, and add a Time Frame
- The default is "all the time"
- Click the "Add" button
- Once you do this, you’ll be placed on a new page where you will need to assign digit actions and announcements
- The first item on the list is “Intro Greeting"
- NOTE: You can add a pre-recorded message by browsing to its file, or you can call in with your registered device and record an announcement in that way
- The second option is the “Menu Prompt” with corresponding digit actions for each
- You can click to add a new prompt (e.g., press 1 for sales, 2 for support, etc.)
- Once you have your menu prompt configured, you can assign an array of different options as seen in the screenshot below:
- For our purposes, you’ll need to assign one of these digit actions to your contact center
- Whether that be the internal extension you’ve configured or the DID of that extension is up to your setup
- In this case, we've selected digit action “1” for the “User” option and filled in the corresponding fields
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Look Again
Within the Caller ID Prefix field, note the “/” (slash) symbol at the end.
- This is very important and something that has to be there in order for CCaaS to recognize this as a Skill Routing ID within Xima CCaaS
- This is a very basic setup of how this process will work if you front end Xima’s Contact Center with the Netsapiens Auto Attendant
- Following these steps will give you a basic idea of how to do your own setup
Xima CCaaS Web Portal Steps
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Open the web portal for your instance of Xima CCaaS
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Navigate to Call Routing
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Within the new menu, select the + symbol to create a new Call Routing Rule
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Configure the following within the new menu:
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Routing Rule Name
- This name can be anything and is meant to help you quickly edit your rules later
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SIP Header
- Within Netsapiens, this is most commonly From
- You can select anything from the dropdown menu, and even put in your own custom header
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Matching
- Recommend using Contains in order to best match the platform's naming
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Value
- The Caller ID Prefix that was created in the steps above
- NOTE: Do NOT add the slash at the end of the prefix
- The Caller ID Prefix that was created in the steps above
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Destination
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Select the Xima CCaaS Skill that you would like to send the calls to
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Select Done
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Once all Call Routing Rules are configured, select Make Live
What if a call comes in and no rules are matched?
There are certain circumstances where none of your Call Routing Rules will match a call's SIP Headers. You can set up a “Default” skill group to have these calls routed to it. By default, this is set to “No Skill” so you will need to manually set this up upon initial setup.
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If no rules match and your default isn't set up your calls will come into the Contact Center and immediately be disconnected. (The system doesn’t know where to send them)
Updated 4 months ago