Engage Voice | Configuring cloud destinations

As we learned in Intro to cloud routing, cloud routing allows you to route your inbound calls between one or more call centers that may be either internal or remote destinations. To route inbound calls to multiple destinations (for example, if you have several contact centers), you can set up cloud profiles that use cloud-based queues to transfer calls to the cloud destination of your choice. 
 
You can add remote call center destinations to the system to use these destinations in a cloud profile.
 
Configuring a cloud destination requires activating the destination, specifying basic information such as a name and description, start and end date, and the type of routing destination and its value. You can also specify a daily schedule for the destination that lets the system know the time frames during which the destination should be open — that is, when agents will receive calls.
 
Once you’ve created a cloud destination, you can clone that destination to copy everything in that destination to a new destination within the same group. You can either give the new destination a new name or keep the old name, with ‘Clone of:’ prepended to it. The new destination inherits the configuration settings, including General Settings, Business Hours, Linked Profiles, and DNIS overrides.

Adding a cloud routing group

To add a cloud routing group to contain your cloud destinations, follow the steps below.
1. Navigate to IVR > Cloud routing > Cloud profile via the left-hand navigation bar
2. Click the New group button at upper right to open the New cloud group modal window
3. Enter a name in the Group Name field  
4. Click the Save button at bottom right to save your changes

Adding a cloud routing destination

To add a cloud destination, follow these steps:
1. Navigate to IVR > Cloud routing > Cloud destinations via the left-hand navigation bar
2. Hover your mouse over a cloud routing group and click the New destination plus button that appears at far right
3. Enter the Name and Description for the cloud destination
4. Specify the Start and End dates for the cloud destination to take calls
5. Select a Route Destination Type from the dropdown menu
6. Specify the destination value for the destination type you selected
7. Configure the remaining settings as desired
8. Click the Save button at bottom right to save your changes

Cloning a cloud routing destination

To clone or create a copy of a cloud routing destination, follow the steps below.
1. Navigate to IVR > Cloud routing > Cloud profile via the left-hand navigation bar
2. Expand a cloud routing group and select a cloud routing destination
3. Click on the three-dot menu at the upper right and select Clone
4. Enter a Destination name or use the default
5. Customize the cloud destination configuration as needed 
6. Click the Save button at bottom right when complete

Cloud destination configuration options

When you’re configuring your cloud destinations, you’ll have access to a variety of configuration options, which can be found in the cloud destination configuration panel. The list below contains all configuration panel options available for your cloud destination.

Configuring basic cloud destination settings

The General tab in your cloud destination’s configuration panel contains some basic but important cloud destination configuration settings. Let’s review each setting now.
  • Active: Activates your cloud destination so agents can begin taking calls
  • Name: A name for your cloud destination (this is a required field)
  • Description: A description for the cloud destination
  • Start: The date the cloud destination begins taking calls
  • End: The date the cloud destination ends taking calls
  • API Auth Key: The API authorization key the call center can use if they need to change their maximum concurrent value or schedule. The API authorization key is a password. It can be anything you like. The key lets them use a SOAP API to change these values, if they are set up to do so. Contact your CSM to learn more about this feature
  • Ring Duration: The number of seconds the system will wait for this call center to accept a call. If they don’t answer in this time frame, the system will pull the call back and send it to the next destination
  • TT Accept: ​(Touch Tone Accept) Check this box if you’d like to require your agents to press a key when they’re ready to accept a call. We recommend you select an Agent​ ​Whisper​ ​file to remind agents that they need to press a key to accept the waiting caller. When the TT Accept field is checked, the Agent Whisper​ will play twice. If the agent does not accept the call, it will be requeued and the agent set to an RNA status
  • TT Accept Time: The amount of time an agent has to touch tone accept a call
  • Route Destination Type: Specifies the type of routing destination
    • DID: A regular phone number, formatted as a ten-digit phone number
    • SIP: A SIP destination URI (Uniform Resource Identifier), formatted as sip:user@domain.com
    • In Network: An in-network destination, formatted as a URI, using the format local: ##########
    • ACD: An existing inbound queue that you select
    • IVR: An IVR application, formatted as the URL where the IVR application is located
    • IVR Studio: An existing IVR that you select
  • Destination: A ten-digit phone number for a DID destination
  • Country: The country of the cloud destination
  • SIP Destination: A SIP destination URI (Uniform Resource Identifier), such as sip:user@domain.com
  • In Network Destination: An in-network destination, formatted as a URI such as local: ##########. ########## is the DNIS associated with the inbound queue. Find the DNIS on the DNIS Assignment tab of the inbound queue’s configuration panel
  • ACD Destination: A queue specified when the routing destination is an existing inbound queue
  • Ignore ACD Exceptions: Specifies whether to consider the special ANI and velocity exceptions configuring in an inbound queue when routing calls to inbound queues
  • IVR String: The URL where the IVR application is located for an IVR destination type
  • IVR: Select an existing IVR as the IVR Studio destination
  • Max Concurrent Type: Specifies the measurement period applying to the max number of concurrent calls  
    • Standard: Maximum concurrent calls are specified by a single number
    • Hourly: Maximum concurrent calls are specified for each hour period during the day
  • Concurrent Calls: The maximum number of concurrent calls that can be routed to this destination. For example, for a Standard Max Concurrent Type, if a call center has 50 agents, it can handle 50 concurrent calls. A value of -1 specifies unlimited calls
  • Address: The address of the destination used for geo-routing
  • City: The city of the destination
  • State: The state of the destination
  • Zip: The zip code of the destination
  • Pre-Route Http Check Url: If HTTP Pre-Route is enabled on the profile assignment, the system will use this URL to determine if it should route to this destination
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