Utilizing Call Queues to Route to Xima CCaaS

This article provides information on how to utilize RingCentral call queues to dynamically route to Xima CCaaS.

Overview

Using RingCentral’s PubNub API for presence status, we don’t natively get all of the unique routing identifiers we need to route calls to Xima CCaaS.

Because of this, if you require routing based on DID, Queue Name, etc., then you will need to front-end each of these contact center Skills with a RingCentral Call Queue.

The following article will go over these details with step-by-step instructions.

Platform Steps

Create New Call Queue

  1. Navigate to the ACO/RCO Admin Portal
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  1. Go to Phone System > Groups > Call Queues and click the +New Call Queue button
    1. Select the Site that the Xima Load Balancer was created on
    2. Create a "Group Name", which will act as the Skill Routing Identifier (also known as a Tag) for routing calls to Xima CCaaS
      • In the example above we used CC Support
    3. The Extension Number will be auto-assigned but can be changed to an available Extension
    4. Select "Next"
    5. Enter a "Voicemail PIN", even though we will not be utilizing it
    6. Select the Xima Load Balancer, from above, as the Manager Extension
    7. Select "Next"
    8. On the "Select Members" screen select the Xima Load Balancer as the only member of the Call Queue
    9. Select "Done"
      • NOTE: If you are unsure what your Xima Load Balancer or Primary Handset is, open up the SIP Extension configuration within Xima CCaaS and note the extension on top of the list
      • It will be in bold, like in the image below
        • In this screenshot example it is extension 101, but this will vary based on how it has been configured
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Verify Call Queue's Configuration

  1. Once the Call Queue has been created, please select it from the list and go over its configuration
    1. Open the "Call Handling & Members" dropdown and verify the following:
      1. "Route calls to members" should be set to Simultaneous
      2. “After Call wrap-up time” should be set to 0 Seconds
      3. Under "Primary Members" please add the Xima Load Balancer only
        • In our example below, the Xima Load Balancer is extension 500, which is our primary handset and is named “XimaCCaaS LB”, this will vary based on your configuration
      4. Please verify these settings for all of the queues you’re using to route to Xima CCaaS
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Select Routing Options

  • The next steps depends on how you want to route these calls to the Contact Center
  • A common example would be to route based on DID
    • NOTE: DIDs are referred to as “Phone Numbers” within RingCentral

DID Routing

  1. Open up your Call Queue, select the Direct Numbers drop-down menu, and click +Add Direct Number
  2. Input your DID information
    • Please be sure that you have a DID associated with your RingCentral queue, as this will serve as your Skill Routing Identifier
  3. Navigate to the Call Handling & Members > Display Settings menu
  4. For the Call information displayed setting, select either Queue Name or Phone Number as your first option
    • In the example from earlier, using Queue Name would send "CC Support" as our Skill Routing Identifier
    • Selecting Phone Number would use the actual DID/Phone Number as the Skill Routing Identifier
  5. Leave the second option as CallerID Name
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Alternative Routing Methods

  1. Within your Call Queue, navigate to Call Handling & Members > Display Settings
    • NOTE: There are two fields to pick from, both with the same options
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  1. If you would like to route based upon the “Queue Name,” “Queue Extension,” “Caller ID Number,” etc., you can certainly do so as long as you match the syntax in Xima CCaaS to the correct Skill Routing Identifier
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Xima CCaaS Steps

Once done configuring your Call Queue, please log in to the Xima CCaaS Admin Portal to enter the created Skill Routing Identifiers

  1. On the main page, using the left-hand column, go to Contact Center Configuration > Skill Management
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  1. Find the Skill that you wish to route to from our created RingCentral Call Queue, and click the three dots above the name to open it
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  1. Once the Skill is opened, find the field for “Skill Routing Identifier”
  2. Open this up by clicking the ellipsis button, and then click the “Add” button
  3. Within this section, you will enter the Skill Routing Identifier that you selected as your first option under Display Settings on the RingCentral configuration
    • In this example, we opted for the Queue Name as our first option, with the Queue Name being "CC Support"
  4. Once saved, send a test call through your system to verify your configuration
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Final Notes

Whatever information you wish to send to Xima CCaaS as the unique ID/Skill Routing Identifier/Tag needs to be reflected on the FIRST of the two fields you can select from within RingCentral's Call Queue. Xima CCaaS is designed to utilize the first drop down of the two to tag and identify the route where the call is going.

Also, these settings provide any user on RingCentral the ability to route a standard office call to a specific Skill Xima CCaaS by simply dialing the corresponding RingCentral Call Queue extension.