Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Enabling Manual Services/ Voice and Video Services/ Configuring Called Routes
Updated on 2024-10-12 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.

Procedure

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

    Figure 1 Creating a Called Party Configuration

    The parameters are described as follows:

    • Access Code: Click to select an access code in the dialog box that is displayed. 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 a skill queue in the dialog box that is displayed. 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