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.

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 our Contact Center.

Because of this, if you require routing based upon DID, Skill name, or other parameters that will be discussed, 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.

For this example we have already created a Call Queue within RingCentral called “Dynamic Routing Test.” To create, go to Phone System > Call Queues > +New Call Queue.

When creating this Call Queue, you will need to make sure that as part of the “queue membership” section, you only select the primary Xima CCaaS Contact Center user, sometimes referred to as the “load balancer."

If you are unsure what your Primary Handset is, open up the 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 will vary based upon how it has been configured.)

For more context on Queue Membership, see the screenshot below. In this example it is extension 500, which is our “Primary Handset" and is labeled as “XimaCCaaS LB”. Naturally, this will vary based upon your configuration.

Also note that the “Route Calls to Members” is set to “Simultaneous,” and the “After Call wrap-up time” is set to “0 Seconds.” Please do that for all of the queues you’re using to route to Contact Center.

The next step depends upon how you want to route these calls to the Contact Center. A common example would be to route based upon DID. If that is the case, open up your Call Queue, select “Direct Numbers,” and click +Add Direct Number.

Otherwise, you have several options that you can choose by going to Call Handling & Members > Display Settings.

Please note that there are two fields to pick from, both with the same options.

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 Skill > Skill Routing Identifier.

With the example above about routing based upon DID (or “Phone Number” as it’s phrased in RingCentral), just be sure that you have a DID associated to that RingCentral queue. This would then serve as your tag and Skill Routing ID.

Note: If you are in the USA, then you will need to include the “1” digit in front of the number in the Skill Routing ID in order for it to route to that corresponding skill. Alternatively, if you’re in the UK, for example, include the “0” in front of the number as well.

Once done configuring your Call Queue, please log in to the Xima CCaaS Admin Portal to find where we enter what we call the “Skill Routing Identifiers.”

On the main page and on the left hand column, go to Contact Center Configuration > Skill Management.

This will list out all of your skills. Find the Skill that you wish to route to by way of this RingCentral Call Queue, and click the three dots above the name to open it.

Once the Skill is opened, you’ll note the field for “Skill Routing Identifier.”

Open this up and click “Add.” Within this section, you will then enter the parameter that you wish the route to be based upon. In this example, we opted for the “Queue Name” as you can see below.

Whatever information you wish to send to the Contact Center as the “unique ID" 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.

As a final note, these settings provide any user on RingCentral to route a standard office call to a specific Skill in the Contact Center by simply dialing the corresponding RingCentral Call Queue extension.