Step 5 |
Enter or modify the settings as described in the following tables.
Note
|
You can create more than one strategy for a Telephony or Social channel.
|
Table 1. General settings applicable in routing strategy
Setting
|
Description
|
General Settings
|
Name
|
Enter a name for the strategy, such as US Holiday or Weekends. You can’t edit this field after you save the strategy.
|
Enterprise Name
|
Shows the tenant name.
|
Status
|
Click Active if you want the strategy to become effective on the start date that you specify in the Start Date field.
Click Not Active if you want to save the strategy for future use or as a draft to work on later.
The status is always Active for chat and email routing strategies as you can configure only one routing strategy for each entry point or queue.
|
Call Distribution (only applicable to queues)
|
Add Group
|
If this is an inbound queue routing strategy, specify the teams that you must associate with this strategy and organize them
into groups. See Specifying Call Distribution Settings for details. In addition, do the following (as described in Assigning Teams and Skill-Relaxation Settings to Groups):
-
If the routing type is Load Balance, assign percentage spreads or capacities to each team in Group 1. You can add more groups,
but you can’t assign percentage spreads or capacities to the teams in those additional groups.
-
If the routing type is Priority, assign priorities. Assign a specific priority to only one team within the strategy (for example,
only one team can have a priority of 1 assigned to it).
-
If the routing type is Skills Based, specify skill relaxation settings if appropriate.
If this is a routing strategy for an outdial queue, you must specify a team in the Call Distribution section. The specified
team is only a placeholder and not used. In addition, be sure to create only one group for an outdial queue routing strategy.
|
Table 2. Settings applicable in routing strategy for Telephony and Social Channel Entry Point
Setting
|
Description
|
Entry Point
|
This field shows the entry point for which you’re creating the strategy. Select the entry points or queues that are associated
with this routing strategy.
|
Queue
|
This field shows the queue for which you’re creating the strategy. Select the entry points or queues that are associated with
this routing strategy.
|
Time Settings
|
Start Date
End Date
|
Click in each of these fields and use the calendar controls to specify the start date (the date strategy becomes effective)
and the end date (the date strategy expires).
|
Start Time
End Time
|
Enter in 24-hour format (0000–2400) the time of day you want the strategy to start and end.
|
Day of Week
|
From the drop-down list:
-
Choose All Days if you want to schedule the strategy to run every day.
-
Choose Weekdays if you want to schedule the strategy to run from Monday through Friday only.
-
Choose Specific Days, and click on the icons representing weekdays if you want to schedule the strategy to run on specific days of the week.
|
Advanced Settings
|
Music on Hold
|
Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in a queue. This isn’t applicable
for email and chat routing strategies.
|
Maximum Time in Queue
|
For a standard Webex Contact Center queue routing strategy, specify the duration in seconds before a queued call routes to the overflow destination number provisioned
for the queue. Cisco recommends setting this to 1800 (30 minutes) or to three times the average queue length during busy hours.
If this is an email routing strategy, set this to a high value to avoid overflow.
By default, this field adopts the value that is configured for the queue.
Important
|
The cumulative specified queue time for all groups in the Call Distribution section of the routing strategy mustn’t be greater
than the value specified here. See Specifying Call Distribution Settings for more information.
|
|
Retries within the Cisco Webex Teams
|
For a standard Webex Contact Center queue routing strategy, specify the maximum number of times to attempt sending a call to a team before the call gets routed
to the next available team. The system makes no further attempts to send the call to that team again.
Exceptions:
-
This setting doesn’t apply to Skills Based routing strategies. For Skills Based routing, if the call is in the last group,
the call overflows if the system finds no matching agent.
-
In a load balance strategy using percentage allocation, the system doesn't route a call to a second team when the first team
is unavailable. Instead, the system retries the first team's DN according to the specified number of times for the strategy
and then overflows the call.
|
Flag as Default Routing Strategy
-or-
Update as Default Routing Strategy
|
This setting is available only if you’re creating a new strategy or copying an existing one.
Set to Yes if you want this to be the default routing strategy for the specified time interval for this entry point or queue.
Set to No if you’re creating an exception to the default schedule, such as a holiday. A strategy that has no default flag
overrides the default strategy. That is, the system checks first for a strategy that has no default flag, and if none exists,
the system uses the default strategy.
|
Call Control
|
Control Script
|
Select a call control script in the drop-down list. Every strategy must have an associated control script, which defines how
the system handles calls. If appropriate, change the script's default parameters in the fields displayed. For more information,
see Assigning Call Control Scripts and Parameters.
Caution
|
If you’re editing an existing strategy, selecting a different call control script can significantly change how the system
handles calls. It’s important that you’re clear on what you want to do before changing scripts or script parameters.
If this is an entry point strategy for Skills-Based routing, assign skills requirements as described in Assigning Skill Requirements to Incoming Calls.
|
|
Call Distribution
|
Business Metrics & Queue Escalation (applicable only to cross-ACD entry points)
|
If this routing strategy is for a cross-ACD entry point, organize the queues that the entry point serves into one or more
groups and specify the call routing algorithm and applicable parameters as described in Specifying Call Distribution Settings.
|
Table 3. Settings applicable in routing strategy for Telephony Queue
Setting
|
Description
|
Queue
|
Select the queue that you plan to associate with this routing strategy.
|
Routing Type
|
This option is not available for proxy queues:
-
Longest Available Agent: The system routes calls to the agent who has been available for the longest time among all the agents on all the teams assigned
to the strategy in the Call Distribution section.
-
Load Balance: The system routes calls to agents based on load-balancing conditions that you set in the Mode and Type fields and in the
settings you specified in the Call Distribution section.
-
Mode: If you specified Load Balance in the Routing Type field, select one of the following values to specify how to handle the
call load:
-
Percentage: The system routes calls to selected teams based on a percentage allocation that you specify for each team in the Call Distribution
section. The percentage spread total must equal 100 across all teams selected for Group 1. For more information, see Specifying Call Distribution Settings.
-
Number: The system routes calls to selected teams based on the value you specify for each team in the Call Distribution section.
This value reflects the call capacity for that team. After the system sends the specified number of calls to a particular
team, it sends no additional calls to that team. In other words, this strategy allows you to specify an upper limit on the
total number of calls the system sends to a particular team. This allows you to meet any contractual obligations not to exceed
certain targets.
-
Type: If you specified Load Balance in the Routing Type field, select one of the following values in the Type field:
-
Dynamic: Calls routed dynamically result in a single virtual queue. The system queues callers for the longest available agent across
all associated teams instead of routing them immediately at the time of call arrival to a team specified in the load balance
strategy (based on active call conditions).
-
Static: The system routes calls to specific teams on the basis of a predefined percentage or numeric allocation at the time of call
arrival. In static routing, the system assigns calls to a team based on the allowable number of calls specified for that team
in the Call Distribution section (either a percentage or number of calls). In dynamic routing, the system assigns calls to
a team based on the current allocation of calls among the teams based on the day's tally.
-
Priority Based: The system routes calls to agent teams based on a priority scheme that you set in the Call Distribution section.
-
Skills Based: The system routes calls to agents based on skill requirements that are specified in the Call Distribution section of the
routing strategy for the entry point that sends calls to this queue. The Skills Based routing type is available only if your
enterprise has the optional Skills-Based Routing feature provisioned.
When you select Skills Based as the routing type, two more settings appear for you to specify how to route a call when more
than one agent has the required skill set:
-
Longest Available Agent: The system routes the call to the agent who has been available the longest.
-
Best Available Agent: When you select this setting, a Skill drop-down list appears. The system routes the call to the agent with the highest proficiency
in the skill you select from the drop-down list.
|
Time Settings (These are read-only for proxy queues.)
|
Start Date
End Date
|
Click in each of these fields and use the calendar controls to specify the start date (the date the strategy becomes effective)
and end date (the date the strategy expires).
|
Start Time
End Time
|
Enter in 24-hour format (0000–2400) the time of day you want the strategy to start and end.
|
Day of Week
|
From the drop-down list, select All Days if you want to schedule the strategy for every day or Weekdays if you want to schedule the strategy for Monday through Friday
only.
-OR-
Select each icon that represents a day on which you want to schedule the strategy.
|
Advanced Settings
|
Music on Hold
|
Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in a queue. This isn’t applicable
for email and chat routing strategies.
|
Maximum Time in Queue
|
If this is a standard Webex Contact Center queue routing strategy, enter the length of time to wait, in seconds, before the system routes a queued call to the overflow
destination number provisioned for the queue. Cisco recommends setting this to 1800 (30 minutes) or to three times the average
queue length during busy hours.
If this is an email routing strategy, set this parameter to a value high enough to avoid overflow.
By default, this field adopts the value provisioned for the queue.
Important
|
The cumulative total queue time configured for all groups in the Call Distribution section of the routing strategy mustn’t
exceed the value specified here. See Specifying Call Distribution Settings for more information.
|
|
Retries within the Team
|
If this is a standard Webex Contact Center queue routing strategy, specify the maximum number of attempts the system makes to send a call to a team before it routes
the call to the next available team. The system makes no further attempts to send the call to that team again.
Exceptions:
-
This setting doesn’t apply to Skills-Based routing strategies. For Skills Based routing, if the call is in the last group,
the call overflows if the system finds no matching agent. If the call is in any other group, and if it’s sent to an agent
who doesn’t answer, the system continues to try matching other available agents any number of times, without regard to this
setting.
-
In a load balance strategy using percentage allocation, the system does not route a call to a second team when the first team
is unavailable. Instead, the system retries the first team's DN for the number of times that are specified for the strategy,
and then overflows the call.
|
Flag as Default Routing Strategy
-or-
Update as Default Routing Strategy
|
This setting is available only if you’re creating a new strategy or copying an existing one.
Set to Yes if you want this to be the default routing strategy for the specified time interval for this entry point or queue.
Set to No if you’re creating an exception to the default schedule, such as a holiday. A strategy that isn’t configured as
default overrides the default strategy. That is, the system first checks for a strategy that isn’t flagged as default, and
if none exists, the default strategy is used.
|
Call Control
|
Control Script
|
Select a call control script from the drop-down list. Every strategy must have a control script associated with it, which
defines how calls are handled. If appropriate, change the script's default parameters in the fields displayed. For more information,
see Assigning Call Control Scripts and Parameters.
Note
|
When you create an Inbound Queue, if a Control Script is selected, then the Music in Queue setting gets reset.
|
Caution
|
If you’re editing an existing strategy, selecting a different call control script can significantly change how calls are handled.
It’s important that you’re clear on what you want to do before changing scripts or script parameters.
If this is an entry point strategy for Skills-Based routing, assign skills requirements as described in Assigning Skill Requirements to Incoming Calls.
|
|
Table 4. Settings applicable in routing strategy for Email Entry Point and Queue
Setting
|
Description
|
Email Account
You can add only one email account for each entry point. You can edit or delete the email account using the icons beside the
email account name.
|
Add Email Account
|
Click the Add Email Account button to open the Add Email Account dialog box. Enter the following details:
- Email Address:
- Enter the email address to contact your organization.
- Inbound Server Settings:
- Enter the following server details for incoming emails:
-
Incoming Protocol
-
Incoming Host
-
Inbound Encryption
-
Inbound Port Number
- Outbound Server Settings:
- Enter the following server details for outgoing emails:
-
SMTP Server
-
Outbound Encryption
-
Outbound Port Number
- Server Authentication:
- Enter the username and password to connect to the email account.
Note
|
Ensure you use only secure access to mail servers, such as:
-
SMTP, IMAP, or POP over SSL
-
SMTP, IMAP, or POP over TLS
|
-
Note
|
Mandatory steps to use a Gmail account for an email channel are as follows:
-
Enable the IMAP option if you provide IMAP server to fetch mails in the server in the Gmail settings.
-
Enable the Less Secure Apps flag in the Gmail account settings.
-
Disable the captcha by logging into https://g.co/allowaccess.
-
Update the credentials in the routing strategy and click Save.
|
- Advanced Email Account Settings:
- Enter the following advanced settings for the email account:
|
Email Routing Rules
You can add up to 20 email routing rules. Use the icon beside the rule to edit or delete the rule.
|
Routing Rule
|
Click the Add Routing Rule button to open the Add Routing Rule dialog box. Enter the following details to add a rule:
- Routing Rule Name:
- Enter the name for the rule.
- IF Email Subject Contains:
- Enter the text in the email subject to set the condition for the rule. You can add up to 10 conditions using the AND or OR
operators. However, you can mix the AND and OR operators in a rule.
- Then:
- Select the email queue to which the email is queued if it satisfies any condition.
|
Default Routing Rule
|
Select an email queue for the default routing rule in case none of the defined rules satisfy the criteria.
|
Table 5. Settings applicable in routing strategy for Chat
Setting
|
Description
|
Chat Routing Experience
|
Chat Template
|
Shows that the name of the Chat Template used. To edit, you must log in to Control Hub. |
Chat Reason Mapping Details
|
Associate the preconfigured chat reasons. For more information, see Create a Chat+Callback Template.
|
|