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. For example, a KVP that: Adds agent Notes on the interaction. Specifies a particular KW to target for this call. 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.
SelectDN block	Used for building the expression that will choose the DN. Point to the Stat Server instance installed in your environment.
BlockDN	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.
Database blocks	These are the key blocks for the Preview Interaction. When configuring this block, you will: Connect the strategy to the Custom Server module built into the UC Connector. Specify the `PreviewInteraction` protocol message to be sent to the Custom Server. For example, `PreviewInterationRequest`, which asks Custom Server to initiate the preview. Specify how to process the results that come back from the Custom Server. Sample Screenshots For some sample screenshots of the Database Wizard, see PreviewInteractionRequest Database Block. About The Protocol Formats For a list of formats to be used with the various PreviewInteraction protocol messages, see About the Preview Interaction Protocol.