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.
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: If your customer has multiple DIDs, we can route using the Xima 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:
Platform Steps
- Log in to the Netsapiens portal
- Navigate to “Inventory” on the top right-hand side
- This will list out all of the DIDs available on your system

- Click the DID you would like to route to a Skill within Xima CCaaS
- In this example, I am using extension 6000, which was set up previously

- A new Edit window will appear
- Under the “Treatment” tab, select “User”
- Under the “User” tab select your “”
- In this example, I am using extension 6000
- Under “Caller ID Prefix”, type in the name of the skill you want to route to (i.e., support, sales, etc.), and then add a slash to the end of the name
- NOTE: 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
- Once that is done, click “Save”
- The next step is to enter the “Caller ID Prefix” or Tag, into the Skill Routing Identifier field
- This field is found within the Xima CCaaS Admin Portal
Xima CCaaS Steps
- Open up the Admin Portal on Xima CCaaS
- Navigate to Contact Center Configuration > Skill Management
- Select the Skill that you want calls routed to
- If the Skill is not yet configured, please follow this guide to set it up

- Go to the Skill Routing Identifier field, which is located in the "Voice Settings" section, and click on the associated ellipsis
- A new window called “Skill Routing Identifiers” will appear, click Add
- A new window called “New Skill Routing Identifier” will appear
- Type in the same name that you entered in the “Caller ID Prefix” field on the Netsapiens portal (i.e., support, sales, etc.) into the text field
- NOTE: Do not include the slash in the name here
- Example below:
- NOTE: Do not include the slash in the name here

- Click OK and then Save to exit the configuration
- Finally, make a test call to that DID to make sure the calls are routed to the appropriate locations
Updated 12 months ago