Applying routing rules

After adding a SIP media server, you must build inbound and outbound workflows to create the routing rules for directing inbound and outbound calls in your contact center. You can either build the workflow directly in the SIP media server’s Inbound and Outbound canvases, or you can build a workflow in IVR Routing > Workflows and associate the completed workflows to your SIP media server. Inbound workflows must start with an Answer activity.

SIP media servers include a default Outbound workflow. This workflow, when set to run, retrieves callbacks and offers them to agents. By default, the Default SIP Outbound workflow is not set to run automatically. For a description of the Default SIP Outbound workflow, see "Default Outbound Callback".

For information on building Inbound and Outbound workflows, see "Building workflows".

For descriptions of Inbound and Outbound workflow activities, see "Activities".