To use multi-interaction routing, both the multi-interaction routing and NewVoiceMedia Vonage Contact Center omni-channel features must be enabled for your account. Contact your account manager if you want to enable these features for your account. You can then configure omni-channel for NewVoiceMedia Vonage Contact Center by integrating with Salesforce Omni-Channel presence. For information about configuring Salesforce Omni-Channel presence integration, see Integrating with Salesforce Omni-Channel presence.
You can optionally configure additional settings for multi-interaction routing as described.
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If enabled, you can configure the size of different interaction types in System Settings in the NewVoiceMedia platformVCC Admin Portal. For information about editing system settings, see Editing System Settings. For information about capacity, see Vonage Contact Center omni-channel solution.
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If optimum load is enabled for your account, you can configure settings the feature in System Settings in the NewVoiceMedia platformVCC Admin Portal. For information about editing system settings, see Editing System Settings. For information about optimum load, see Vonage Contact Center omni-channel solution.
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| Field | Description |
|---|---|
| Optimum Load (max 100) | The ideal capacity that an agent's assigned interactions should consume. NewVoiceMedia Vonage Contact Center preferentially routes interactions to agents whose assigned interactions consume closest to but less than their optimum load. Default value is 65. |
| Optimum Load Max Idle Time | Maximum time that agents able to handle interactions can be idle. An idle agent is one that is available but not working on any interactions. If any potential agents have been idle for longer than the configured time, NewVoiceMedia Vonage Contact Center temporarily disables optimum load and routes the interactions accordingly. Default value is 30 minutes. |