Routing Configuration provides the core tools used to set up call flows, schedules, menu logic, data lookups, and email handling so inbound communications can be directed according to operational requirements.

These configuration options work together to support structured routing behavior across different scenarios. Business hours, holiday schedules, keypad selections, external data sources, and channel-specific routing rules can all be used to create flexible interaction flows that improve consistency, support automation, and direct interactions to the most appropriate queue, user, or workflow.

Email Routing

Directs inbound emails into contact center workflows, distributing messages to the appropriate skill group based on configured rules.

IVR

Defines automated call flows that guide callers through menu options, routing steps, announcements, and other call-handling actions.

Time of Day Profiles

Defines call-handling behavior based on scheduled business hours or other recurring time ranges.

Holiday Profiles

Defines exceptions to normal routing behavior for specific calendar dates or holiday periods.

Data Dip Profiles

Connects an IVR flow with an external data source through a web service request to look up information during a live call and use the returned data to influence routing, agent display details, or reporting.

Digit Menu Profiles

Defines menu options that respond to caller keypad input during an IVR interaction.

Manage Announcements

Manages the library of audio announcements used across IVR flows and skill queues — upload, preview, edit, or remove announcements from one place.