About Global Routing Strategies

You can associate a global routing strategy with more than one entry point or queue. When a contact arrives, the routing engine checks for a global routing strategy associated with the entry point or queue. If one exists, that global strategy becomes the current strategy, overriding any standard strategy associated with the entry point or queue.

Creating a global routing strategy enables you to change the routing strategies quickly and easily for many entry points at once in urgent situations, rather than changing each routing strategy individually.