Route Management

1. Create a Route

• Manage route name and description.

• Configure route usage for inbound scenarios:

  • Route inbound calls directly to an agent group

  • Route inbound callls directly to an AI agent

  • Route inbound calls to an IVR flow.

• Configure voice prompts when routing inbound calls to agent groups:

  • Queue Entry Prompt – announcement when entering the queue.

  • In-Queue Sound – background audio played while in the queue (note: when IVR transfers to an agent group, the system default music will be played; this configuration will not apply).

  • Voicemail Sound – audio prompt when leaving a message.

2. Add Trunks

• Click Add Trunk to associate SIP trunks with the corresponding route.

• Manage trunk basic attributes:

  • Gateway: in the format of domain:port (e.g., ?.?.?.?:port).

  • Called Prefix: format pattern:replacement, using “:” to separate match and replacement items (regular expression).

  • Max Concurrent: input range 0–9999; “9999” means unlimited.

  • CPS (Calls Per Second): maximum call rate per second; leave empty for unlimited.

  • Number-Segment Matching: a regular expression; only numbers matching the rule can use this trunk.

  • Weight: the weight value used in call distribution. If multiple trunks match a number, the probability of using this trunk is:

    P=Trunk Weight / (Trunk Weight + Sum of Other Trunk Weights)

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3. Manage Number Pool

• Add Numbers: Input multiple numbers at once, separated by “;”. (Numbers must be confirmed with the trunk provider.)

• Manage Numbers: View the numbers in the pool and delete those no longer in use.

4. IP Whitelisting

1. Before using a self-built route, you must contact NXLink to whitelist your IP.

2. When adding a new trunk with a new IP address, inform NXLink in advance to complete the whitelisting process.