Trace Traffic Routes in Your Contact Centre

This topic tells you how to trace traffic routes between access points and queues. This is useful in contact centres that are configured with complex routing through many elements and in which connection routes cross over each other.

Procedure

1. Switch to View mode using the Edit switch on the Toolbar.

2. Click an access point or a service. This blue-highlights the traffic flow route from the access point and service to all target queues and hunt groups.

3. Click a queue, hunt group, or . This blue-highlights the access point and service that are routing traffic to the queue (or hunt group).