Setting up schedule-based routing

Within the Schedules area of Vonage Contact Center, admin users create and manage schedules. Schedules contain timetables that specify the status of the service at different times and on different days. When requested, Schedules returns the applicable service status from the relevant schedule at the time of the request. For more information about Schedules, seeSchedules.

You can route interactions based on any of your schedules. To do so, you need a Schedule Router applet in your interaction plan. In the applet, select the relevant schedule and map service statuses configured in the schedule to applets within your interaction plan.

When an interaction reaches a Scheduler Router applet, the applet requests the service status that corresponds to the current time. The applet uses the returned service status to determine which applet the interaction should go to next. The applet can therefore route interactions to different applets at different times based on the service status, creating time-based routing functionality that can be managed from a single location.

Multiple Schedule Router applets can share the same schedule; if you update that schedule, all applets that use it will reflect the change.

For more information about the Schedule Router applet, see Schedule Router applet.