SBC — XDT Routing

In an SBC deployment, XDT routing lets the Xima SBC send a short-digit call directly to a CCaaS agent or skill by adding an X-XDT-Agent or X-XDT-Skill SIP header, taking priority over Call Routing rules.

In an SBC deployment, a call dialed as a short extension, such as a 4-digit extension dialed from Microsoft Teams or a UC platform, reaches CCaaS through the Xima SBC. When the extension falls within a range defined in the SBC dial plan, the Xima SBC adds an XDT SIP header to the call. CCaaS reads the header and sends the call directly to the matching agent or skill, ahead of any Call Routing rule. This is the same XDT mechanism used on other platforms, such as NetSapiens, with the Xima SBC supplying the header instead of the UC platform.

XDT Headers

Header	Applies To
`X-XDT-Agent`	Extensions within the range assigned to CCaaS agents; the call is sent to the matching agent
`X-XDT-Skill`	Extensions within a range assigned to a skill, such as an existing hunt group range; the call is sent to the matching skill

Configuring XDT on the Xima SBC

XDT headers are added by the Xima SBC, so no Call Routing rule needs to be created in CCaaS for calls dialed within these ranges. The ranges are collected in the SBC Routing tab of the deployment's IPs and Ports document — see SBC Guidelines.

Information	Description
CCaaS agent extension range	The extensions assigned to CCaaS agents; calls to these extensions receive the `X-XDT-Agent` header
Skill or hunt group ranges	The extensions that should reach a CCaaS skill, and which skill each maps to; calls to these extensions receive the `X-XDT-Skill` header

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Use Case
A deployment assigns 6000–6089 to CCaaS agents and 6090–6099 to skills. A Teams user dials 6005, and the Xima SBC forwards the call with an X-XDT-Agent header, so it rings the agent at that extension. A Teams user dials 6090, and the Xima SBC forwards the call with an X-XDT-Skill header, so it queues in the skill mapped to that extension.

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Calls to 10-Digit Numbers
Calls to a DID are forwarded to CCaaS as the full 10-digit number without an XDT header, so each DID still needs a Call Routing rule in CCaaS.

Transferring into the Contact Center from Microsoft Teams

Assigning dialable extensions to skills gives Teams users a reliable way to transfer a call into the contact center: dialing the skill's extension sends the call through the Xima SBC with an X-XDT-Skill header.

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Transfers by Name Bypass the SBC
A transfer made by selecting a person's name from the Teams directory is completed as an internal Teams call. It never reaches the Xima SBC, so no XDT header is added and CCaaS loses track of the call. Transfers should be made by dialing the extension or full number.

Troubleshooting XDT Routing

If a call to an extension does not reach the intended agent or skill, check the following:

The extension falls within a range defined in the SBC Routing tab of the IPs and Ports document
The range is mapped to the intended skill, for extensions that should reach a skill
The call was dialed as an extension or number, not transferred by selecting a name in Teams

Updated 2 days ago