Modifying a Routing Strategy

Before modifying a routing strategy, be aware of the following:

  • Although you cannot copy the current strategy, you can modify any of its settings except those that affect execution time or date. These changes have no effect on the recurring scheduled version of the strategy.

  • When you modify the current strategy, your changes take effect immediately for new calls and remain in effect until the current strategy ends. If there are calls in the queue when the modifications are made, the existing queued calls will follow the original strategy unless you select the Apply changes to current calls in queue check box to the right of the Save button.

  • When you modify a strategy that is not the current strategy, your changes take effect according to the scheduled times specified in the strategy.

To modify a routing strategy:

Procedure

Step 1

Open the Routing Strategy module.

Step 2

To modify a standard routing strategy, on the Routing Strategy page, select an entry point or queue from the Select Entry Point/Queue drop-down list.

The routing strategies for the selected entry point or queue are displayed. Click the horizontal ellipsis button to the left of the strategy you want to modify and select Edit.

Step 3

If you are modifying a global routing strategy:

  1. Click the Routing button on the menu bar, select Global Routing Strategies, select the Entry Point or Queue button on the upper-left side page.

  2. If you are modifying a strategy for cross-ACD entry points or for proxy queues, set the CC-one ACD field to False.

  3. Click the horizontal ellipsis button to the left of a the strategy you want to modify and select Edit.

Step 4

Make your changes. For information about each setting, see the setting descriptions table in Create a Routing Strategy.

Step 5

If you are modifying the current strategy and want the changes to apply to calls currently in queue, select the Apply changes to current calls in queue check box on the lower right side of the page. If this check box is not selected, the changes will apply only to new calls.

Step 6

Click Save to save your changes.