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Sangoma CX is a powerful service for managing and directing incoming calls to maximize customer satisfaction and improve agents productivity, but it is important to note that it does not provide “e911” service. “e911” is a service that automatically routes emergency calls to the appropriate emergency services dispatcher, and provides the dispatcher with the caller's location information.
Users should not call 911 using the Sangoma CX. If a user needs to call 911, they have to use their standard phone service instead.
Example: If the user has a Business Voice (BV) extension, configured for the location they can use that extension to call 911. It is highly recommended when using the Business Voice phone service that they review and follow the Star2Star Communications, LLC “Subscriber Terms and Conditions" and “Applications Terms of Use”. |
It is important to be aware that using Sangoma CX to dial emergency services may result in penalties and fees. This is because without the location information provided by “e911” service, emergency services may have difficulty locating the caller in an emergency situation, which can result in delayed response times or other complications.
If you need to configure your Business Voice extensions to enable “e911” service in your locations, please contact Sangoma support for assistance. Our team of experts can help you ensure e911 is properly configured for these extensions and ready to useThis article describes how to add a queue to the Sangoma CX platform. As all calls are routed via Incoming Call Routing in the Business Voice platforms, the first step is to build the required queue in the Business Voice portal. Once the queue is created in the portal, the Destination/Queue will display the Destination ID (DID) that is required for entry into the Sangoma CX. Follow the steps below to complete the process.
Note: This technical note does not detail how to route a call from a DID to a Destination Queue in the portal using the Incoming Call Routing / Scheduler or Autoatendands. For that please review the Business Voice Portal documentation.
Obtaining the Destination ID # in the Business Voice Portal
Log in to the Business Voice Portal.
Select the desired location
Select Call Configurations > Destinations from the Left side menu.
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After the Destinations page is displayed click on the Existing Destinations dropdown field.
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Select from the list of existing destinations or create a new destination by selecting Add New Queue.
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Copy the Destination ID number.
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Linking the queue from the Business Voice Portal to Sangoma CX.
To link the queue from Sangoma Portal to the Sangoma CX, do the following:
Access Sangoma CX via the Sangoma CX URL and login as an admin or supervisor, then click the Next button.
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After logging in, go to System > DID Ranges.
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When the DID Ranges page opens, click the Create DID button.
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Enter the DID number copied from the Sangoma Portal and click the Create button.
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After adding the DID, go to the Queues page Contact Center>Management>Queues.
Select or Create a queue.
Click the DID tab. Click the checkbox button to select the queue and click the Save button.
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Continue configuring the queue as desired.