Schedule Router applet
- Helen Griffith
The Schedule Router applet enables interactions to be routed to different next applets depending on the time of day, using schedules defined in the Schedules. For information about Schedules, see Schedules. The applet can be used, for example, to define different behaviors for your call center when an interaction is received within opening hours as opposed to closed hours. For information about using the Schedule Router applet, see Setting up schedule-based routing.
Schedule
| Field | Options | Description |
|---|---|---|
| Schedule | List of defined schedules | Select a schedule to determine the status of your contact center when an interaction is routed through this applet. If no schedules are available, create a new one in Schedules. For information about Schedules, see Schedules. When you select a schedule, the statuses defined in that schedule will appear in the Mappings section below. |
Mappings
Mappings allow each service status in your selected schedule to be mapped to the next applet.
| Field | Options | Description |
|---|---|---|
| Default applet | List of defined applets in the interaction plan | Interactions are routed to the default applet if the returned service status has no specific mapping. Select the applet that interactions are routed to if the returned status has no specific mapping. |
Service statuses | List of defined applets in the interaction plan | Interactions are routed to the applet mapped to the returned service status. The service statuses defined in the selected Schedule each appear here. Select an applet to map a status to it. |
| Failure applet | List of defined applets in the interaction plan | Interactions are routed to this applet if there’s a failure. For example, if no status is returned from the schedule. Select the default applet. |
Related content
For general assistance, please contact Customer Support.
For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.