About the Key Routing Blocks
The following table gives an overview of the main blocks that are used in the configuration of the sample routing strategies described in this section. For additional information on these blocks, see the Interaction Routing Designer Help.
|Routing Block||Key Action|
|Attach data block||
Used for adding UserData for the call, which will
include any key-value pairs (KVPs) sent by the agent.
Limitation: For agent notes that will appear in the Preview window, the text cannot contain a single (') mark. Universal Routing Server (URS) does not process this quotation mark as regular text.
Used for building the expression that will choose the DN.
Used for environments with multiple URS instances. BlockDN makes the Target DN selected by this strategy unavailable for the duration specified in this block, so that other URS instances do not attempt to route interactions to this DN.
These are the key blocks for the Preview Interaction.
PreviewInteractionRequest Database Block
The following figures show sample configuration screens from the database wizard for the PreviewInteractionRequest Database Block.
1. Select Customer Server
2. Configure the PreviewInteractionRequest Message
3. Assigning Values to the Results from Custom Server
4. Mapping KVPs to Variables