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Create a routing strategy
March 30, 2026 | 38 view(s) | 0 people thought this was helpful

Set up routing strategies

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Routing strategies are a foundational component within the Webex Control Hub Contact Centre, designed to manage how incoming communications are directed based on specific criteria.

This feature allows administrators to define operational parameters such as entry points, active time windows, and associated call flows to ensure that customer interactions are handled efficiently.

Note that this functionality is currently categorized as a Legacy feature. While it continues to support existing routing configurations, Cisco recommends that users transition to the Business Hours model. This newer approach offers enhanced flexibility and more dynamic routing capabilities, providing a more robust framework to meet the evolving needs of modern contact centers.

Create a routing strategy

Use this procedure to create new routing strategies. You can also create a new strategy by editing or copying an existing strategy and changing the parameters to suit the requirements.

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select Customer experience > Routing strategies.

4

Click Create a routing strategy and enter the name for the routing strategy, such as US Holiday or Weekends. You can’t edit this field after you save the strategy.

5

Choose an entry point from the Select Entry Point drop-down list.

6

Toggle the Status on or off.

  1. Toggle on if you want the strategy to become effective on the start date that you specify in the Start Date field.

  2. Toggle off if you want to save the strategy for future use or as a draft to work on later.

7

Configure the Time settings with following values:

  1. Start date: Use the calendar control to specify the start date (the date strategy becomes effective).

  2. Start time: Enter in 24-hour format (0000–2400) the time of day you want the strategy to start.

  3. End date: Use the calendar control to specify the end date (the date strategy expires).

  4. End time: Enter in 24-hour format (0000–2400) the time of day you want the strategy to end.

  5. Day of the week: From the drop-down list, choose the sepecific day(s) if you want to schedule the strategy to run on the specific day(s) of the week.

8

Configure Advanced settings:

  1. Music on hold: Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in a queue. This isn’t applicable for email and chat routing strategies.

  2. Toggle Flag as a default routing strategy to on if you want this to be the default routing strategy for the specified time interval for this entry point or queue.

9

Configure Call Control setting:

  1. Routing flow: Select the flow for this routings strategy.

  2. Version: Choose the live or latest version of the selected flow.

  3. Enable Flag as a default routing strategy toggle to apply this as the default for the selected entry point or queue.

10

Click Save to save the routing strategy.

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