Adding or editing a route

To add a new route, right-click in the routes window and select new. To edit an existing route, either double-click it, or right-click it and select properties. In either situation, the following window appears:

The following properties always appear, regardless of the route type:

• ID: The default ID number assigned to the route by CCA.

• Name: The route's name.

• Description: Comments concerning the route.

• Type of route: The destination for calls using this route. The following options are available:

  • Inbound group

  • Location

  • Agent

  • Project

  • External number

• Next route: When the route you are defining has completed, but where the caller has not yet hung up, you can send the task in question to another route. If you wish to do so, select that route here. The call can be re-routed automatically to a secondary route by the Cca when its original route target was unable to process it.

The following properties are available for Inbound Group routes:

• Inbound Group Name: Allows you to assign this route to a specific inbound group. A group must already be defined in CCA before you can select it here.

• If queue full: Specifies where the call has to be routed if the queue is full. Click ... to select an existing route, or to create a new one. Note: We recommend that you do not re-route calls to agents.

• If no member: Specifies where the call has to be routed if there are no agents available in the group. Click ... to select an existing route, or to create a new one. Note: We recommend that you do not re-route calls to agents.

• If no qualified member: Specifies where the call has to be routed if there are no agents available in the group who possess the required skills to handle the call. Click ... to select an existing route, or to create a new one. Note: We recommend that you do not re-route calls to agents.

The following properties are available for Location routes:

• Location Name: Allows you to assign this route to a specific location. A group must already be defined in CCA before you can select it here.

• If busy: Specifies a route to which the call will be sent when the agent at the location is busy. Click ... to select or create a route. Note: We recommend that you do not re-route calls to agents.

• If no answer: Specifies a route to which the call will be sent when there is no answer at the location. Click ... to select or create a route. Note: We recommend that you do not re-route calls to agents.

The following properties are available for Agent routes:

• Agent Name: Allows you to assign this route to a specific agent. An agent must already be defined in CCA before you can select him or her.

• If agent logged off: Specifies a route to which the call will be sent if the agent is logged off. Click ... to select or create a route. Note: We recommend that you do not re-route calls to agents.

• If busy: Specifies a route to which the call will be sent if the agent is busy. Click ... to select or create a route. Note: We recommend that you do not re-route calls to agents.

• If no answer: Specifies a route to which the call will be sent if the agent does not answer the phone. Click ... to select or create a route. Note: We recommend that you do not re-route calls to agents.

• If in pause: Specifies a route to which the call will be sent if the agent is in pause mode. Click ... to select or create a route. Note: We recommend that you do not re-route calls to agents.

The following properties are available for Project routes:

• Project Name: Allows you to assign this route to a specific project. Enter a project name, or click ... to select one from a list of available projects.

• Parameters: This list displays all local parameters that have been created in the selected project. For each parameter, the name and current value are displayed. You can set a new value for any parameter, or reset them to their default value.

To update a parameter:

1. Double-click the parameter, or click it and then click .
2. Enter a new value.

To reset a parameter to its default value:

1. Click the parameter.
2. Click .
3. Click OK.

The following properties are available for External number routes:

• Number: Allows you to assign this route to a specific external number. Enter the number here.

• If busy: Specifies a route to which the call will be sent when the line is busy. Click ... to select or create a route. Note: We recommend that you do not re-route calls to agents.

• If no answer: Specifies a route to which the call will be sent when there is no answer. Click ... to select or create a route. Note: We recommend that you do not re-route calls to agents.

• Ringing message: Allows you to specify a message that will be displayed when a number is dialled using this route.