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V3 Contexts

V3 Contexts

Owned by XCALLY Knowledge (Unlicensed)
Last updated: about an hour ago by Product Knowledge

Overview

The use of contexts is essential when you need to define separate and isolated routing scenarios for voice calls.

To better grasp the concept, think of contexts as distinct sets or environments—each with its own rules and logic—ensuring that call routing remains controlled, segmented, and secure.

You can access the Contexts section from the Voice menu in the main navigation panel.

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 Clicking the three dots button (⋮) next to the context, you can:

  • Edit the context

  • Delete the context

To Delete or to Export in CSV one or more contexts, you can select them and the related function icons will appear on the right of upper bar.

Create a Context

To create a new Context:

  1. Click the blue + button  located at the bottom-right corner of the interface under Voice → Contexts

  1. Enter the Context’s details:

  • Name of the context(e.g. context-for-support-queue)

  • Description of the context (optional)

  1. Click Add Context

In each of these isolated environments, you may involve one or more routes pointing to a destination, which can be for example a dial or a queue.
Consequently, a route inside the Context SUPPORT will be not able to be involved by the Context SALES etc.

How to use a Context

By default, the system creates 2 types of contexts automatically:

  • from-sip, the context for the outbound route

  • from-voip-provider, for the inbound route

All routes must have an associated context.
Likewise, agents also belong to a context—by default, this is from-sip.

Proper context association ensures that routing rules and call handling behave as expected.

You need to associate a route to a specific context during the route creation:

Then you may also add a queue in the actions of the route:

For Inbound Routes, you must always ensure that the same context—whether default or custom—is set both in the route and in the associated trunk.
This alignment is essential for the routing logic to function correctly.

Contexts also allow the coexistence of identical internal numbers across different routing environments.
For example, if one agent has internal number 1001 and belongs to the context context-for-support-queue, it is possible to have another agent with the same internal number 1001 assigned to a different context, such as context-support.

This isolation ensures flexibility and scalability in managing complex call routing scenarios.

Contexts on New Client Experience

froM VERSION 3.41.0

If you enable New Client Experience, you can view this visualisation, with the list of created contexts:

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you can:

  • search for a specific context

  • clear all filters

  • manage columns, by selecting or not them

  • activate the advanced search for each field

  • create a new context, by clicking on Add and indicate the relative name