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Defining Customer-Based Routing Rules

These topics discuss how to define customer-based routing rules.

Page Name

Definition Name

Usage

Mailbox Definition Page

RB_MAILBOX_DEFN

Associate a mailbox with the application class that performs customer-based routing.

You also use this page to define other routing-related settings such as the default worklist and the routing rule type (average query group score or highest query group score). We discuss these aspects of the page in the documentation for defining mailboxes.

To implement customer-based routing rules, create an application class that performs the necessary analysis and identifies the target worklist.

PeopleSoft CRM provides a base class called CustomRouting that you extend when creating your own routing processing. The delivered base class is located in the RB_ERMS package.

Sample Code

The following sample code returns a worklist called SpecialVIPService. The worklist name is passed to the unstructured email process, which routes the email to that worklist.

class CustomRouting
   method TargetWL() Returns string
end-class;

method TargetWL
   /+ Returns String +/
   Local string &Target_Worklist;
   
   /* Custom-based routing here and determine the target worklist to route      the email to. In this example, the emails will be routed to the group      worklist, 'SpecialVIPService'
   
      &Target_Worklist = "SpecialVIPService";
   
   */
   Return &Target_Worklist;
end-method;

Use the Mailbox Definition page (RB_MAILBOX_DEFN) to associate a mailbox with the application class that performs customer-based routing.

You also use this page to define other routing-related settings such as the default worklist and the routing rule type (average query group score or highest query group score). We discuss these aspects of the page in the documentation for defining mailboxes.

Navigation

select Set Up CRM, then select Product Related, then select Multichannel Definitions, then select Email, then select Define Servers and Security, then select Mailbox Details, then select Mailbox Definition

In the Unstructured Email Processing group box, enter the ID and path for the application class to be used.

See Defining Mailboxes.