(9.0+) Smart Route

Smart Route adds more advanced call flow routing processes.

Select Enabled, then choose one of the following settings:

  • Minimum Calls in ACD
  • Maximum EWT
  • Maximum ASAP Callbacks

Enabled

DescriptionSettings
Causes the Smart Route settings to be checked.Configure with only one of the following settings:
  • Minimum Calls in ACD
  • Maximum EWT
  • Maximum ASAP Callbacks

Minimum Calls in ACD

DescriptionValues
  • Routes calls to the Holding Queue based on the number of calls in the Holding Queue.
  • Use when there are not enough calls in the Holding Queue.
  • Use to balance the number of calls in each queue when the ratio of Virtual Queue to Holding Queue is too high.
  • Destination When Less Than Minimum Calls in ACD must be configured with the Minimum Calls in ACD setting.
  • When Enabled AND the number of calls in the Holding Queue is less than this value, then the calls route to the Destination When Less Than Minimum Calls in ACD.
  • If Minimum Calls in ACD is not defined, or if defined but the value is '0', then do not check.

Valid: 0 - 99999

Default: 0

Destination When Less Than Minimum Calls in ACD

DescriptionValues
Where to route calls when the number of calls in the Holding Queue is less than the value of Minimum Calls in ACD.

Valid:

  • HOLD
  • UNDERTHRESHOLD
  • Location from a HOLD queue list set by user

Default: HOLD

Maximum EWT

DescriptionValues
  • Routes calls to a different location if EWT exceeds the Maximum EWT value.
  • Use to balance the EWT of calls in each queue once EWT gets too high in a certain queue.
  • Destination When Greater Than Maximum EWT must be configured with the Maximum EWT setting.
  • When Enabled AND the EWT exceeds this value, the calls route to the Destination When Greater Than Maximum EWT.
  • If Maximum EWT is not defined, or if defined but the value is '0', then do not check.

Valid: 00:00:00 - 23:59:59

Default: 00:00:00

Destination When Greater Than Maximum EWT

DescriptionValues
Where to route calls when the EWT exceeds the value of Maximum EWT.

Valid:

  • HOLD
  • UNDERTHRESHOLD
  • Location from a HOLD queue list set by user

Default: HOLD

Maximum ASAP Callbacks

DescriptionValues
  • Routes calls to the Holding Queue based on the number of calls in the Virtual Queue.
  • Use if there are too many calls in the Virtual Queue.
  • Use to balance the number of calls in each queue when the ratio of Virtual Queue to Holding Queue calls is too high.
  • Destination When Greater Than Maximum ASAP Callbacksmust be configured with the Maximum ASAP Callbacks setting.

Valid: 0 - 99999

Default: 0

Destination When Greater Than Maximum ASAP Callbacks

DescriptionValues

Where to route calls when the number of calls exceeds the value of Maximum ASAP Callbacks.

Valid:

  • HOLD
  • UNDERTHRESHOLD
  • Location from a HOLD queue list set by user

Default: HOLD