Configuring rules

Rules provide call conditions that are evaluated at the runtime of the workflow. They enable you to compare against a broad range of conditions in a single workflow activity, reducing workflow clutter and enabling more precise routing.

In a workflow, rules are assigned to a Rules activity. When an incoming call enters a workflow and encounters a Rules activity, the call is evaluated against the activity’s associated rules and is branched based on whether or not the call meets the rule’s routing rules’ conditions. Routing rules can be based on a number of different conditions:

• ANI (Voice, Inqueue, and Agent )(Voice, Inqueue, and Agent)

• DNIS (Voice, Outbound, Inqueue, and Agent)(Voice, Outbound, Inqueue, and Agent)

• Emergency (Voice, Outbound, Inqueue, and Agent)

• Queue (Inqueue and Agent)

• Schedule (Voice, Outbound, Inqueue, and Agent)

If the call meets the routing rules’ conditions, then it is routed through the Success branch and has variables set to specific values based on the pre-configured variable options in the rule. If it does not meet the rule’s routing conditions, then the call is routed through the Failure branch. If the call is comparing against many routing rules in a single Rules activity, the variables will only be set once, by the first routing rule matched.

Rules are best used when you want to route calls based on multiple conditions. A site that has a Monday to Friday, 9 am to 5 pm French language queue and a 24-hour English queue could, using ANI and Schedule routing rules in a single rule, route calls from French area codes that are calling within business hours to the French queues and all other calls to the 24-hour English queue.

For more information on the Rules activity for workflows, see Configuring the Rules activity.