Routing Using Skill Routing Identifiers in Metaswitch

This article provides information on how to route using the Xima CCaaS feature, Skill Routing Identifiers, in Metaswitch.

How To: Route calls using Skill Routing Identifiers on Metaswitch

Similar questions: Metaswitch routing, set up Metaswitch, configure Metaswitch with Xima CCaaS, set up Metaswitch with Xima CCaaS

Purpose: Demonstrate how to configure Skill Routing Identifiers within Metaswitch

Getting Started Info

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 digit action to be transferred to your Skill.

Steps

Platform Admin Portal Steps

  1. Navigate to the MetaView Web Portal
    • NOTE: This is typically only accessible and available if you’re a reseller of Metaswitch
  2. The name and number in the SIP message are both derived from the MLHG Pilot number
  3. Search and find the "Business Group" you are configuring the new MLHG for
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Searching Business Groups

  1. You will need to add a new MLHG by clicking the “Add MLHG +” button
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  1. Apply any templates you may use
  2. Add the Name and Identifying Number
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  1. Add the Xima SIP subscriber that was previously built as a member and log it in
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  1. Add your new Pilot Number
    • This is the number customers will call
    • This is also where the name/number are derived from in the SIP message to route to the proper IVR
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  1. For more context, the highlighted section on the right-hand side is the name that we will be using to route the call to the specified CCaaS DID
    • NOTE: The Name cannot be longer than 20 characters, this total includes spaces
  2. Under the Preferences dropdown menu, please make sure to check the "Present pilot name to agents" box
    • NOTE: If you do not, the platform won't send these details along to the Skill Groups in Xima CCaaS and calls will not route properly
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Xima CCaaS Portal Steps

  1. Open the Admin Portal for Xima CCaaS
  2. Navigate to Contact Center Configuration > Skill Management
  3. Open each Skill that you are going to add a Skill Routing Identifier for
  4. Within each "Skill Definition" menu, select the ellipsis next to Skill Routing Identifier
  5. Click the Add button
  6. Type in the Name that was set up within the platform
    • NOTE: The syntax does matter! If there is a capital letter or space, make sure it matches exactly the way that you created it within the MetaView Portal.
  7. Save your changes
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Skill Definition Menu