Routing

Routing connects all parts of your Live Hub configuration. A bot connection cannot receive interactions until you add a routing rule, and a voice channel cannot send calls without one. If a configuration appears correct but is not working, check the routing rules first.

A routing rule evaluates each call against a set of criteria, such as the channel on which the call arrived and the calling or called number. It then routes the call to a destination, such as a bot connection, a SIP connection, or a phone number. A routing rule can also apply services to the call as it passes through Live Hub, such as recording, an assist bot, or voice translation.

Routing rules are evaluated in the order in which they appear. When a call matches a rule, Live Hub applies that rule and stops evaluating the remaining rules. As a result, the order of your routing rules can affect how calls are routed.

Routing topics

Use these topics to configure and manage call routing in Live Hub:

• Routing rules — Create, reorder, edit, and delete routing rules. You can also configure the services that rules apply to calls.
• Routing groups — Group multiple destinations and route calls to them as a single target.
• Call block lists — Block unwanted calls before Live Hub routes, bills, or counts them against your calls per second (CPS) limit.

IIn the portal, these topics correspond to the three tabs on the Routing page.

Tasks that require routing rules

The following setup tasks require routing configuration: - Outbound calling Create a routing rule with the bot connection as the call origin. - Microsoft Teams Create routing rules for inbound and outbound calls between Live Hub and your Teams tenant. - Your first call, end to end Create routing rules for inbound and outbound calls between Live Hub and your Teams tenant.