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Siebel Universal Queuing Administration Guide > Using Siebel Universal Queuing > Creating Routes and Escalations >
Adding Route Properties
After you define a route, you add one or more property statements to the route. Route properties contain properties that match a work item to the channel for the route, and contain selection criteria, based on these properties, that match the work item to the specific route.
For example, an email channel with a channel property of RecipientAddress might be defined in a route as follows:
In the preceding example, email messages sent to support@yourcompany.com would match this route.
To add route properties
- From the application-level menu, choose View > Site Map > UQ Administration > Routes.
The Routes view appears.
- Select the route for which you are adding properties.
- In the Properties list, add a new record.
- Complete the route property fields shown in Table 8.
Using Regular Expressions for Route Properties
A route property is evaluated using one of the standard relational operators. The operator = can be followed by a text string or a numeric value. The operators >, <, , and £ must be followed by a numeric value. A route property can also be defined by using a wildcard character (~) followed by a UNIX-style regular expression. The elements shown in Table 9 can be used to build the expression.
Defining Multiple Route Properties
You can define multiple route properties for a given route to further refine the work items selected for the route. When you define more than one route property, you must specify a logical operator (AND or OR) for the Join field in order to join a route property to the next route property (next highest Sequence value).
- Use AND to indicate that both route properties must be met for a work item to match the route.
- Use OR to indicate that either of the route properties can be met for a work item to match the route.
When you have multiple route properties, you must also set the sequence in the Sequence field. The sequence number is an aid to help you insert and order route property expressions as you create and modify the route. When you sort the route properties by sequence number, you can see the order in which the route property expressions will be evaluated.
Route Property Syntax
The syntax for a route property is as follows:
property_name
comparison_operator
constant_string
logical_operator
sequence
or
property_name ~ regular_expression logical_operator sequence
The syntax defined above allows you to describe complex routing rules. Examples are shown below.
The following set of route properties (shown in sequence) matches a work item when the account number is at least 100,000 but less than 200,000 or the account number is at least 500,000 but less than 600,000, and where the requested product type is either Bond, Tbill, or Annuity:
(AcctNum >= "100000" &
AcctNum < "200000") |
(AcctNum >= "500000" &
AcctNum < "600000") &
(Product = "Bond" |
Product = "Tbill" |
Product = "Annuity")The following set of route properties (shown in sequence) matches a work item when the account number is at least 100,000 but less than 200,000, or where the account number is at least 500,000 but less than 600,000 and where the requested product type is either Bond, Tbill, or Annuity:
(AcctNum >= "100000" &
AcctNum < "200000") |
((AcctNum >= "500000" &
AcctNum < "600000") &
(Product = "Bond" |
Product = "Tbill" |
Product = "Annuity"))
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Siebel Universal Queuing Administration Guide Published: 18 April 2003 |