Viewing, Creating, Modifying, and Deleting Routing Strategies

For each entry point and queue, you should create a set of default routing strategies that cover all time intervals. In addition, you can schedule an alternate strategy beyond the default strategy for any time interval. For example, Queue 1 could have a BusyHourStrategy for the normal day shift and an OffHoursStrategy for non-business hours.

The normal daily schedule should be flagged as the default strategy. A non-default strategy, such as a holiday schedule, can then be created for a time interval that overlaps the default strategy. A strategy that is not flagged as default will override a default strategy and be used as an exception to the default schedule. This means that the system first checks for a strategy that is not flagged as default, and if none exists, the default strategy is used.

When the default strategy is the current strategy (that is, the strategy that is currently running), the system checks every three minutes for a non-default strategy and if one is found, it becomes the current strategy.

If no strategy is specified for a time interval, and there is no default strategy for the time interval, the last strategy used by the system may continue as the current strategy even though it has expired. In this case, the system checks every minute for a valid strategy and as soon as it finds one, that strategy becomes the current strategy.