Manage routing rules

A routing rule is a set of conditions and actions that determine how incoming or outgoing calls are handled on your Live Hub account. It's a decision-making process that directs calls to specific destinations based on various telephony details. For example, you can use routing rules to direct calls to a bot for automated customer service, or to a specific contact center agent based on the caller's location.

Live Hub offers a simple way to manage your routing rules. You can create new routing rules by clicking the Add new routing rule button on the Routing Rules page. A routing rule is created by defining the conditions (call criteria) and specifying the call's destination (Route To). You can search for a routing rule in the search bar at the top of the page, and you can view each rule's configuration in detail by expanding the selected rule's row. To modify the configuration, click the Edit button.

Key components of a Routing Rule

Type

Type specifies whether the rule is triggered by an incoming Call or a Transfer.

Call Criteria

These are the criteria used to evaluate incoming calls. If a call meets all of these criteria, it will match this routing rule and the actions listed below will be applied. Call Criteria determines how calls are routed by defining specific conditions. Here you set the conditions that activate the routing rule.

• Call Origin (Phone number) or Transferred by (Bot). The name of this field dynamically changes based on the selected type.

  The service that initiated the call, for example, a bot, a specific SIP connection, or if someone called a phone number that was purchased on Live Hub.

  If you selected, for example, the type Call, the field is be labeled 'Call Origin'. However, if the rule is triggered by a Transfer, the field name becomes 'Transferred By'.

• Calling Number: The phone number of the person initiating the call. You can enter the entire phone number or just a prefix to match a group of calls.

• Called Number: The phone number of the recipient of the call. It can be the full number or a prefix. The prefix should be limited in case it is a SIP connection.

Route To

Direct the call to a specific destination, such as a phone number, voice mail, or another routing rule. The recipient's phone will display this number as the incoming call's source.

Services

When viewing the routing rule configuration, these options are displayed as icon indicators for each routing rule.

Icon	Description
Recording	When green, indicates that the routing rule is configured with at least one of the “Live Hub recording” or “External recording” services.
Number customization	When green, indicates that the routing rule is configured with at lease on of the customized fields.
Assist bot	When green, indicates that the routing rule is configured with the assist bot feature.
Voice translation	When green, indicates that the routing rule is configured with the voice translation feature.

 

Additional options you configured when you created the routing rule are displayed when expanding the rule:  Live Hub recording, External recording, Assist bot, and Call initiator.

Actions

These are the actions that are taken when the conditions of a rule are met. To modify or remove a routing rule, click the appropriate button in the Actions column.

Filter routing rules

You can filter the list of routing rules to make it easier to find specific rules, especially when you have a large number of them. To do this, click Filter, and then the Add filter button. From the drop down lists, select identifying details of the routing rules you want to find. For example, if you want to only see the list of routing rules for the United States, from the Columns drop-down list, select Region, and from the Value drop-down list, select USA. You can include more filters by clicking the Add filter button again.

The figure below shows an example of two filtering rules:

View routing rule details

You can expand each routing rule to display more details about the rule, such as which services are enabled, which region the rule is applied to, and whether the phone numbers were customized.