Install a router for a workgroup

Routers examine incoming requests for specific information that tells them which queue in the workgroup to route the request to.

To install a router for a workgroup:

  1. Click the Live Assistant tab.

  2. In the Workgroup Summary screen, click the name of the workgroup.

  3. In the sidebar pane under Workgroup Settings, click Routing Rules. The Workgroup Routers screen displays.

In the Install Router section, a table shows which routers are available for installation.

  1. In the Available Routers table, select the router to install in the box on the left. A description of that router displays in the box on the right.

  2. To install the router, click the Install button. The router should now display in the Current Routers list. You may or may not need to configure the router.

  3. Look in the Routes to Queue column of the Current Routers list and do one of the following:

If, in the column it says "Internally Configured" then this router is configured elsewhere.

If, in the column it says "No route has been defined" then define the route.