Entry Point Routing Strategies

An Entry Point Routing Strategy is a configuration that controls the routing behavior of a contact when the contact reaches an entry point. When a contact arrives at an entry point, the routing engine checks to see which Entry Point Routing Strategy is active at the given time and follows that configuration.

The Call Control section of the Entry Point Routing Strategy configuration allows you to choose a flow that controls the experience callers have during their interaction. With the Flow Designer application, you can configure an end-to-end flow that controls both the initial treatment of the call in the IVR, as well as the queue experience after the contact is queued.

Choose a flow from the Flow drop-down to indicate the flow that controls this end-to-end call experience during the time interval specified in the routing strategy. Only flows that have been published from the Flow Designer application are available from this drop-down list.

Flows are only available for Telephony Entry Points. You cannot override any settings in the flow from the Entry Point Routing Strategy.