Routing Calls Through 3CX Ring Groups

This article demonstrates how to route calls through 3CX ring groups over to skills within Xima CCaaS.

Article #: 109

How To: route calls through 3CX ring groups

Similar questions: route calls through 3CX ring groups

Purpose: demonstrate how to route calls through 3CX ring groups over to skills within Xima CCaaS

Steps

  1. You will first need to create a Ring Group within 3CX. To do this, in the 3CX portal, go to Ring Groups > + New Ring Group
  2. Fill out the fields of information below.
    a. Name: Type in the name you would like your Ring Group to be called.
    b. Virtual Extension Number: Establish your virtual extension number. This will be automatically and is most likely fine as is.
    c. Ring Strategy: Determine your ring strategy. For this tutorial, select Ring All.
    d. Ring Time (Seconds): Establish your ring time. This will be automatically and is most likely fine as is.
  3. Click + Add.
  4. A new window called “Select group members to add” will appear. When choosing who to add, keep in mind to only add active registered handsets. Once you’ve selected your group members to add, click OK.
  5. In the Direct Inbound Dialing (DID) section, you can also click Add a DID//DDI to assign a DID or DDI to your Ring Group if you want it to route directly to a Ring Group, and then from Ring Group to Xima CCaaS.
  6. In this case, we will click the OK button located near the top of the screen.
  7. Go to Digital Receptionists > + Add
  8. Fill out the fields of information below.
    a. Name: Type in the name you would like your Digital Receptionist to be called.
    b. Extension: Establish your extension. This will be automatically and is most likely fine as is.
    c. Type: Determine your type of Digital Receptionist. For this tutorial, select Standard if it has not already been selected by default.
    d. Prompt: Format WAV: This is where you will record your own announcement. (I.e., press 1 for CCaaS 1, press 2 for CCaaS 2, etc.)
  9. Scroll down to Menu Options and set the corresponding options for those Ring Groups. For example, if you want number 1 to connect to the Ring Group you created, click the dropdown arrow associated with number 1 and click Connect to Ring Group. Then enter the corresponding Destination, which will be the Ring Group you just created. Click the dropdown arrow under Destination to select the created Ring Group.

If you have more than one of these Ring Groups and you want to have each digit action correspond to a specific skill within Xima CCaaS, repeat the same process. Click the dropdown arrow of the associated number (digit action) and select your desired Ring Group under the Destination column. All Ring Groups will have an associated tag in Xima CCaaS.

  1. Click the OK button located near the top of the screen when you are done.
  2. From here, you will want to point that DID/DDI to the correct location. To do that, go to Inbound Rules
  3. Select from your list of DIDs.
  4. Under the Route call to section under the Destination for calls during office hours field, select Extension. From the dropdown that appears, select the IVR for the auto attendant, which in the video example below will be IVR 8006 Xima Contact Center Training.
  5. Click the OK button located near the top of the screen when you are done.
  6. You will now need to go to the Xima CCaaS Admin portal. The login information is the same as the HTML version of Xima CCaaS.
  7. Once you’ve logged in, go to Contact Center Configuration > Skill Management
  8. A new window called “Skill Management” will appear. Click Add Skill… to set up your corresponding skill.
  9. A new window called “New Skill” will appear. Make sure your skill name matches the Ring Group name you created.
  10. Go to the Skill Routing Identifier metric, which is about two lines down under Voice Settings. Click on the associated ellipsis tool.
  11. A new window called “Skill routing Identifiers” will appear. Click Add.
  12. A new window called “New Skill routing Identifier” will appear. Type in your Skill Routing Identifier, and make sure it matches the Ring Group name you created. Click OK.
  13. Click OK again.
  14. Click OK once more once you’ve configured the rest of your skill to your liking.
  15. Click Save.