|10/12/18 18:02 PM|
RingCentral Contact Center: Global Prefix Routing
|Summary||Global Prefix Routing is a regionalized contact center routing for customers who have Global Operations. It utilizes inContact's regionalized latency reduction service (RLR), ideal for customer with a single Business Unit (BU) and multi-national call centers. This service analyzes the call path and identifies if there is a "shorter" route. So, if the call originates and terminates in the same regions and the BU is homed in a different region, the RLR server will identify that a shorter call path is available and moves the call to the new path.|
2. Contact Center Agent outbound call to or transfer to RingCentral Extensions - Agents can transfer a call to a RingCentral Extension using the SIP connection.
3. ACD/IVR Script transfer to RingCentral Extension - Can be used as a destination number on BlindTransfer and Transfer action in Studio.
1. Phone Number - There are two options:
• Agent/Supervisor types in the entire Global Prefix Routing Pattern: GlobalPrefixRangeCountryCodeMainNumber*EXT.
• Agent/Supervisor types in the Dialing Pattern set-up on the Business Unit (BU). Dialing Pattern is set-up during implementations. This may not work for some accounts as extensions that agents use should be unique to the cluster. If, an agent logs in with the same extension as of another BU that’s already logged in, the agent would get a message to login with the entire Phone Number. We’ve asked implementations to use Station ID as an agent login on the Global Prefix Routing.
2. Station ID - A station is a physical location or phone where an agent will work and communicate with contacts, whether it's a home office, contact center workstation, etc. When the Station is created, the system auto-generates a unique Station ID which the agent or supervisor uses to login on MAX or the Supervisor Console. Each station ID is configured with the Global Prefix Phone Number.
RingCentral offers unique connectivity that allows Contact Center agents to transfer to a RingCentral User/Extension via SIP Connection.
1. CC Agent can dial out using the Global Prefix Pattern: GlobalPrefixRangeCountryCodeMainNumber*EXT
2. CC Agents can dial out using the Address Book. Address books needs to be set-up during implementations and be issued reference guide on how to update the address book based on the set-up. There are 2 ways to set-up:
a. Regular Address Book
i. Blank Address Book
ii. Import by File Upload
b. Dynamic Address Book
3. CC Agents can dial out using the Agent Pattern set-up on the BU.