Requirements
Organizations are required to have one of the following Sangoma CX Add-on licenses:
Sangoma CX Standard
Sangoma CX Advanced
Sangoma CX Premium
When Sangoma CX licenses are provisioned in CommUnity, a menu entry called “Sangoma CX” will appear in the CommUnity Admin Panel.
Creating a new CX Destination in CommUnity
When the CommUnity Extension number is dialed the call will be redirected to the mapped CX Destination. This could be a Sangoma CX Queue or Sangoma CX IVR Call Flow.
Login the CommUnity Admin Panel with a user role that allows for creating virtual extensions and IVR flows.
Open the Sangoma CX destinations screen and click the Create button.
In the CX Destination Details page enter the Extension and a Description.
Note: It is recommended to provide a Description that will help to identify the specific CX Destination mapped (for example: the Queue Name).
Once created, the CX Destination will provide a CX DID.
Note: The next step is to enter these numbers into the Sangoma CX system in order to link the numbers to Sangoma CX.
Link the Community Destination to Sangoma CX.
Access Sangoma CX via the Sangoma CX URL and login as an admin or supervisor.
Click System in the menu at the top of the page.
Select DID Ranges.
Click on Create Range or Create a DID
Enter the DID number or a DID Range retrieved from the CommUnity Portal and click the Create button.
Link the DIDs to the CX Queues
Click on Contact Center in the menu at the top of the page.
Select Management.
Select Queues.
If required Create a new queue.
Click on the desired Queue to be edited.
Note: It is highly recommended to provide some information under the Description field in the Queue General tap that will help to reference the extension created in the CommUnity Admin portal for future reference. More information is available on how to create, configure and manage Queues in the Sangoma CX Supervisor and Administrator User Guide.
Click the DID tab.
Click the checkbox next to the DID(s) to select the did(s) to be linked to the queue.
Click the Save button.
Routing Calls to a CX Queue
Once the CommUnity CX DIDs are mapped to the Sangoma CX Queues, follow these steps to route the calls.
Log into the CommUnity Admin Portal and click on Inbound Call Routing.
Create a new or access an existing Call Routing flow.
To route an inbound call to a CX queue, add a Transfer object.
Select the transfer type “CX Destination”, provide a Name that will help to reference the configuration in CommUnity and Sangoma CX. In the CX Destination field select the DID mapped to the Sangoma CX Queue.
Click on Save Changes
Link the transfer object just configured to the Inbound call routing flow.
If you need to configure a failover to be used only in case the call is not delivered to the Sangoma CX platform, link a component to the transfer component just configured.
Test calls and confirm they are received in the Sangoma CX queue as expected.
How to Assign a Caller ID
All numbers owned by the organization are listed under the Configuration > Phone Numbers screen in the CommUnity Admin Portal
These numbers are not automatically available to be used in Sangoma CX. To have these numbers available in Sangoma CX, you will need to raise a request with Sangoma’s Advanced Services during the onboarding process or Sangoma Support if your setup is already turned on, indicating the list of Caller IDs to be used by in Sangoma CX when making outbound calls.
The list of Caller IDs available in Sangoma CX are listed under the System > Numbers screen.
These numbers can be assigned in the default Caller ID - Group (at least 1 Caller ID - Group is needed).
Also queues can have a Caller ID assigned that overrides the default Caller ID when selected by the agent as Outbound Queue.
