Setting up a RingEX CCRN for RingCX
A CCRN, also known as Contact Center Routing Number, is a phone number in RingEX that routes calls to a contact center. After purchasing your phone numbers or porting them to RingEX, you may set the phone numbers up as CCRNs to route calls to your RingCX account.
If you need to add a number to RingEX, read Purchasing phone numbers in RingEX.
Assigning a CCRN in RingEX
You can only assign a CCRN for Direct or Company numbers. You cannot use numbers that are attached to a specific device. If the number is attached to a device, contact your project or account manager to discuss configuration options.
If you already have an existing RingCentral number you want to use as a CCRN for RingCX, complete the following to assign a CCRN in RingEX:
- Sign in to RingEX Admin. You will need Phone System Admin privileges to make the necessary changes.
- At the top, clickPhone System.
- In the left navigation bar, clickPhone Numbers, then clickAll numbers.
- Click on the number that you would like to go to RingCX.
- Click the radio button next toContact Center, then selectRingCentral RingCXfrom the dropdown menu.
- ClickSave.
Setting up the CCRN in RingCX
To set up the CCRN to route calls to a RingCX inbound queue or workflow:
- Click theAdmintile.
- In the left navigation, click theChannelsicon (A), then clickPhone numbers(B).
- ClickImport.
- Select your account from theAccountdropdown.
- Check the box next to the RingEX phone number assigned as the CCRN.
- ClickContinue.
- ClickSaveat the bottom of the page to add the CCRN to RingCX.
- In the left navigation, clickAssignment.
- Click theProduct typedropdown, then selectInboundorIVR.
- Click theItemdropdown, then select which inbound queue or IVR you would like the CCRN to route to.
- Click theStart dateandEnd datecalendar icons to set when you want to start and end routing calls.
- ClickSaveat the bottom of the page.
Switching a CCRN in RingEX to route calls externally
In case RingCX is experiencing difficulties, you can set the CCRN to route calls externally.
- Sign in to RingEX Admin. You will need Phone System Admin privileges to make the necessary changes.
- At the top, clickPhone System.
- In the left navigation bar, clickPhone Numbers, then clickAll numbers.
- Click on the number you would like to reroute.
- Click on the radio button next toExtension(A), then clickSelect Extension(B).
- Select the extension with your forwarding rule and clickSelect.
- ClickSaveat the bottom of the page.
Once the platform has returned to normal, follow the steps to assign the CCRN in RingEX.
In this article
Assigning a CCRN in RingEX
Setting up the CCRN in RingCX
Switching a CCRN in RingEX to route calls externally