Routing Mode

This block determines how each call in queue is routed when all the agents that meet the call parameters are Logged off, Unavailable, or Busy.

All the suitable agents must be in the same state, for example, all the suitable agents must be Logged off. This block is ignored if the agents are in a combination of the above states.

Properties

Values

Description

Logged Off

Default, Queue or Reject

Controls how the call is routed when all the suitable agents are logged off:

  • Default — reject or queue the call as configured in the registry setting.
  • Queue — queue the call until an agent becomes available.
  • Reject — reject the call immediately.

Unavailable

Default, Queue or Reject

Controls how the call is routed when all the suitable agents are in an unavailable state.

For a description of the values, see the Logged Off property.

Busy

Default, Queue or Reject

Controls how the call is routed when all the suitable agents are in a busy state.

For a description of the values, see the Logged Off property

Note

  • The default values are set in the AcceptOnlyIfThereAreActiveAgents and RejectIfBusy registry values in HKLM\SYSTEM\CurrentControlSet\Services\CCUCallManagementServer\Parameters.
  • The value Route is obsolete.