Routing Using Skill Routing Identifiers in Netsapiens

This articles provides a step-by-step guide on how to use routing by utilizing the Skill Routing Identifiers feature on Xima CCaaS.

If your customer has multiple DIDs, we can route using the CCaaS “Skill Routing Identifiers.” This will allow you to directly drop the calls into a skill rather than having to go through another auto attendant and selecting a digital action to be transferred to your skill.

To use Skill Routing Identifiers, follow these steps:

  1. First, go to the Netsapiens portal.
  2. Log in and go to “Inventory” on the top right-hand side.

This will list out all of the DIDs available on your system. Click on the DID you want to use to route to Contact Center. In this example, I am using extension 6000 (which was set up previously).

  1. Under the “Treatment” tab, select “User.”
  2. Under the “User” tab select your “” In this example, I am using extension 6000.
  3. Under “Caller ID Prefix,” enter in the tag of your choice including the / after it (the slash is very important).
  4. Once that is done, click “Save.”
  5. Open up the Java UI on Xima CCaaS, go to the Multimedia Configuration, and select the skill group that you want the calls routed to.
  1. Under Skill Routing Identifiers, put in the same identifier you did under the Caller ID Prefix on the Netsapiens portal (minus the / symbol). Syntax such as capital letters matter.

It should look like this:

  1. Click OK and then Save to exit the configuration.
  2. Finally, make a test call to that DID to make sure the calls are routing to the appropriate locations.