Overview
The Routing Configuration contains the core tools used to control how interactions move through the platform.
The configurations are tools that setup of call flows, schedules, menu logic, data lookups, and email handling so inbound communications can be directed according to operational requirements, defining how callers and other inbound interactions are processed before reaching their final destination.
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 and organized interaction flows. This helps improve consistency, support automation, and direct interactions to the most appropriate queue, user, or workflow.
Defines how inbound emails are received, processed, and directed within the platform. It allows organizations to connect email communication into contact center workflows so messages can be distributed in a structured and manageable way.
Defines automated call flows that guide callers through menu options, routing steps, announcements, and other call-handling actions.
Defines call-handling behavior based on scheduled business hours or other recurring time ranges.
Defines exceptions to normal routing behavior for specific calendar dates or holiday periods.
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.
Defines menu options that respond to caller keypad input during an IVR interaction.
Updated about 2 hours ago