Applying inbound routing rules to interactions

Adding media requires administrators to apply routing rules to inbound interactions retrieved from media servers. The Inbound Routing tab enables administrators to view and modify the workflows and activities defining inbound routing rules.

New media servers are associated to the appropriate default workflows. For example, when an administrator adds an email media server, the system automatically associates the Default Email Inbound workflow to it. Administrators can customize these default workflows to suit the contact center’s needs. The workflow displaying on a media server's Inbound Routing tab is associated to that media server.