Global routing override parameters

The following sections describe the parameters you see on the various pages that constitute the global routing override user interface.

Parameters for Global Routing Overrides page

The following table lists and describes the parameters you see in the Global Routing Overrides List area on the Global Routing Overrides page.

Column

Description

Name

Displays the name you assign to the override. You can't change the override name after you create it.

ID

Displays the system-assigned number of the override.

Status

Indicates the status of the override.

  • Current (appears in Red) means this is a snapshot of the currently running override. You can't copy the current override, but you can modify any setting that doesn't affect execution time or date. Changes to the override don't affect the recurring scheduled version of the override.

    Note

    You can delete the current override, but don't delete it before you create a different override for the same time interval. If you delete an override without having another one in place, the last override used by the system becomes the default override although the start and end times and dates have expired. If this occurs, either create a new override for the current time period, or copy the default override and correct the time settings.

  • Active means that the override is in effect at the specified start time on the specified start date. This is the default status.

  • Not Active means the override isn't in effect regardless of the specified start time and date. This status lets you save an override for future use or as a draft to continue with later.

Default

Indicates whether the global routing override is the default routing strategy (Yes) or isn't the default routing strategy (No).

Repetition

Specifies whether the override repeats daily or only on specific days of the week.

Start Date

Displays the date on which the override starts.

End Date

Displays the date on which the override ends.

Start Time

Displays the time at which the override starts (in 24-hour format) for any given day in the specified date range.

End Time

Displays the time at which the override ends (in 24-hour format) for any given day in the specified date range.

Time Zone

Displays the Tenant time zone.

Global routing overrides operate in the Tenant time zone.

Flow

Lists the associated call flows when a routing override is executing.

Parameters for Create, Overwrite, Copy, and Restore Gobal Routing Override pages

The following table lists and describes the parameters that you see on the:

  • Create Global Routing Override page

  • Overwrite Global Routing Override page

  • Copy Global Routing Override page

  • Restore Global Routing Override page

Use this information to configure new or copied overrides and edit existing ones.

Parameter

Description

General Settings

Name

Enter the name for the global routing override. You can't change the name after it's created.

If you copy an override, you can change the name of the copy.

Enterprise Name

Displays the name of the Tenant.

Channel Type

Displays the only valid channel type: Telephony

Entry Points

This field appears only if you are creating or copying a global routing override.

Choose the entry points to which the global routing override applies.

Status

Click the Status toggle button to set the status of the global routing override to either Active or Not Active.

When set to Active, the routing override activates and deactivates on the dates and at the times specified in the related Start and End Date and Start and End Time fields.

Time Settings

Time zone

Displays the Tenant time zone.

Global routing overrides operate in the Tenant time zone.

Start Date

End Date

Click in each of these fields and use the calendar controls to specify the start date (the date the global routing override becomes effective) and end date (the date the global routing override expires).

Start Time

End Time

Enter in 24-hour format (0000–2400) the time of day you want the global routing override to start and end.

Day of Week

From the drop-down list:

  • Choose All Days if you want to schedule the global routing override to run every day.

  • Choose Weekdays if you want to schedule the global routing override to run from Monday through Friday only.

  • Choose Specific Days, and click the icons representing weekdays if you want to schedule the global routing override to run on specific days of the week.

Advanced Settings

Music on Hold

From the drop-down list, choose the name of the audio (.wav) file to play for calls when an agent puts a call on hold. Music in Queue (MIQ) is handled from Flow. When a contact is queued and if no agent is available, the customer is engaged with MIQ.

Flag as Default Routing Strategy

This setting is available only if you create a new override or copy an existing one.

Set to Yes if you want this global routing override to be the default global routing override for the specified time interval for this entry point.

Set to No to create an exception to the default schedule, such as a holiday. This override overrides the default override. That is, the system first checks for a override that isn’t flagged as default, and if none exists, the system uses the default override.

Note

You can configure different routing strategies for a given time interval. However, Webex Contact Center prioritizes only one routing strategy. Webex Contact Center uses the following order of prioritization to decide the current routing strategy at any given time:

1. Global Routing Overrides

2. Default Global Routing Overrides

3. Routing Strategy

4. Default Routing Strategy

Call Control

Flow

Choose a flow to override the contact handling behavior for the selected entry points during the configured time period.