Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Enabling Manual Services/ Voice and Video Services/ Configuring Called Routes
Updated on 2025-11-07 GMT+08:00
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Configuring Called Routes

After receiving a call from a customer, the CTI routes the call to an IVR or agent based on the routing policies. To allow agents to answer calls, you need to configure called routes.

Prerequisites

  • A tenant has been created.
  • Permissions on operations under the current menu controlled by separate permissions have been configured. For details about the operation permissions that can be configured separately, see Permission Description (New Navigation Page).

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Called Party.
  2. Click New to create a called route for the VCC.

    Figure 1 Creating a Called Party Configuration

    The parameters are described as follows:

    • Organization Unit: Click to select an OU to which the called route belongs.

      The options are as follows:

      • Tenant administrator: Unorganized and all OUs under the current tenant are available.
      • Common agent:
        • If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs are available.
        • If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the home OU, Unorganized, and accessible OUs are available.
    • Access Code: Click to select the access code of the OU selected for Organization Unit. The access code type is displayed in the dialog box. Select an access code of the Audio/Video type for the manual voice business. You can select an access code of a different type as required.
    • Extension Code: Enter the number that needs to be dialed following the access code to route to the target device. In this example, Extension Code is set to 1, indicating that a customer needs to dial 66881 to access the defaultAudioSkill skill queue.
    • Device Type: Select Skill Queue for the manual voice business.
    • Skill Queue: Click to select the skill queue of the OU selected for Organization Unit. The skill queues displayed in the dialog box are of the same type as that of the access code. For example, if the access code is of the Audio/Video type, all available skill queues are of the same type.

  3. Click Save to save the configuration.
Parent topic: Voice and Video Services