For full details, visit the Live Hub Routing Documentation.
Step 1: Access the Routing Rules Page
Log in to Live Hub.
Navigate to Routing > Routing Rules.
Click Add Routing Rule.
Step 2: Configure the Routing Rule
1. Choose a Region
Select the applicable region where the routing should occur (e.g.,
eu-de).Why this matters: It ensures calls are processed efficiently and comply with regional requirements.
2. Select Call Type
Call: Handles standard inbound or outbound calls.
Transfer: Routes active calls to another endpoint (e.g., bot-to-agent).
Tip: Use Call for general routing and Transfer for escalations or advanced workflows.
3. Define Call Origin
Select the source of the call:
Bot: Specify the bot that initiated the call (e.g.,
sales_bot01@domain.com).Phone Number: Enter the number or wildcard pattern (e.g.,
+1415*for area-specific rules).
4. Route to Destination
Define where the calls matching this rule should be routed:
Bot: Select a bot for handling customer queries or performing automated tasks.
SIP Trunk: Route calls to an external SIP trunk.
Teams Tenant: Direct calls to a Teams user, group, or queue.
Another Routing Rule: Forward calls to an existing routing rule for layered workflows.
The Call Destination refers to the endpoint where the call is routed to or intended to terminate.
It specifies the entity or system that will handle or respond to the call. Examples include:
Bot: A bot that processes customer interactions or queries.
SIP Trunk: An external SIP trunk for routing calls outside the Live Hub system.
Teams Tenant: A Microsoft Teams user, group, or queue receiving the call.
Another Routing Rule: Redirecting the call to a different, predefined routing rule for layered or advanced workflows.
Together, the Call Origin and Call Destination define the complete path a call takes within the routing framework of Live Hub, ensuring it reaches the right place efficiently.
5. Enable Additional Services
Enhance call handling with these options:
Service | Description |
Live Hub Recording | Automatically record calls for compliance or review. |
External Recording | Send calls to an external recording service. |
Assist Bot | Integrate a bot to assist during the call or manage customer requests. |
Step 3: Save and Test
Save the Rule: Review your inputs and save the routing rule.
Test the Rule:
Make test calls to validate routing behavior.
Use the Call History page to analyze call flow and logs for troubleshooting.
Editing or Deleting Rules
To update an existing rule, click Edit from the Routing Rules page.
To delete a rule, click Delete next to it.
Additional Tips
Use Bot Routing to streamline customer interactions and automate common tasks.
Combine specific numbers and wildcards (e.g.,
+141555*) for flexibility in routing.Enable services like Assist Bot or Recording selectively to optimize performance.
Smooth Routing Ahead,
🛠️ The Live Hub Team 🛠️