Open Link Router by selecting Setup > Link Router from the WebCare menu.

Click the Add a new route link.

Once the Route Information screen displays, enter the following information:

Description: This is a mandatory field where you can provide a description of the link route. This field also serves as the name of the link route and is how the route is listed in the Link Router welcome screen.

Custom Route?: This is a mandatory field that is used to specify whether the link route you are creating is a custom route or not. If it is, then you must provide an entry in the Custom URL field. This field defaults to a ‘no’ value.

Custom URL: This is an optional field where you can specify what URL you wish to use for your custom route. You only need to enter a value if you select ‘Yes’ in the Custom Route? field.

Closed Message: This is an optional field where you can specify a message to display to visitors if the customer contact center to which they would normally be directed is closed.

Closed Message: Emails: This is an optional field where you can specify a comma-separated list of email addresses which will receive a message typed in by the visitor if they click a link when the customer contact center is closed. If no email addresses are provided here, the customer may still enter a message and it will be stored within WebCare.

Closed Message: Subject: This is an optional field where you can specify the Subject line of the email that is generated from the message entered by the customer if they click on a link when the customer contact center is closed.

Closed Message: From Name: This is an optional field where you can specify From name displayed on the email that is generated from the message entered by the customer if they click on a link when the customer contact center is closed.

Closed Message: From Email: This is an optional field where you can specify From email address displayed on the email that is generated from the message entered by the customer if they click on a link when the customer contact center is closed.

Once you have finished configuring the link route, click Add Route to save the link route and return to the Link Router welcome screen. You can also click Cancel to return to the Link Router welcome screen without saving the link route.

If you are creating a non-custom link route you must choose the defaults to associate with the link route. Click on the Description or Name of the link route to open the Route Listing window. You can use this to provide the routing information for non-custom link routes. You can add multiple route listings for a route. These are used so that you can display the same link to visitors from various countries and if they click on the link they will be automatically directed to the appropriate destination number.

When the Route Listing window opens, click on the Edit link in the Default listing. This enables you to provide a default destination number if the visitor does not meet the criteria of any of the other route listings. You should select the country of the default destination number from the dropdown and provide the default destination number and then click the Update link.

Note: If you provide a blank number as the default number then the closed message will be displayed by any link using this link route if a matching link route/hour set cannot be found.

Once a default number has been provided you can then create the route listings for other locations. Select a country from the Select Country/Group dropdown list.

Select a country for the destination number for this link route.

Provide a destination phone number for the link route. The international dialling code is prefilled depending on the country selected as the destination country.

Click the Add link. This route listing is now available.

If you need to add an Operating Hours set for the route listing, you can do that by clicking the Add hour set link once the route listing has been created. For more information on Operating Hours, please refer to the Operating Hours section of this document

You can add as many separate route listings as you like by following steps 7-10. Once you have finished adding route listings, you can test your route listings by clicking on the Test route link. This opens the Test Link Route window where you can enter the caller’s phone number and the date and time you wish to simulate the call taking place. This will then apply the route listings detailed in the Route Listing window to identify what route listing should be applied. The results are displayed in a text box that shows what steps were taken during the test.

Once you are satisfied that your link route works as desired, click on the Back to route list link to return to the Link Router welcome screen..