Assigning Smart Routing rules – Highnet Systems

After creating an SR rule and assigning to it at least one output device, you have three options how to proceed - You can either assign it to a specific recipient, specific Duty Roster or by using templates.

We will cover all options in this article.

Assign a SR rule to a recipient

You can assign an existing SR rule directly to a recipient.

Go to: SNS++ Management > Smart Routing > Recipients. A list of all configured recipients will be listed.
Select the name of the recipient that will be assigned to a SR rule. On the right side, you will see a new pane with basic details of the recipient. It will also display a counter field which count the Number of Rules that were assigned to this recipient (Either directly or by using templates)

At the bottom of the screen, you will see the Rules of Recipient pane.
In the Rules of Recipient pane, click the Add button. A new window will appear. Choose a SR rule from the Available Rules drop-down list (The list will include only active rules). You can also use the Filter By Text field to filter the list based on a search string.

Click Save to assign the rule to the recipient. Verify that the Number of Rules field was updated.

At the Rules of Recipient pane, you will see the new assignment. It will include the rule name, the SR objects values, on which check level it will run and if it's active.
To edit existing rule assignment, click on the pencil icon. To remove an existing rule from the list, click on the trash icon.

Assign a SR rule to a Duty Roster

You can assign an existing SR rule directly to a Duty Roster (More about Duty Roster, check Duty Roster & Duty Schedules).

Go to: SNS++ Management > Smart Routing > Duty Rosters. A list of all configured Duty Rosters will be listed.
Select a name of a Duty Roster that you want to assign a SR rule to. On the right side, you will see a new pane with basic details of the Duty Roster. It will also display a counter field which count the Number of Rules that were assigned to this Duty Roster.

At the bottom of the screen, you will see the Rules of Duty Roster - <Duty Roster name> pane.
In the Rules of Duty Roster pane, click the Add button. A new window will appear. Choose a SR rule from the Available Rules drop-down list (The list will include only active rules). You can also use the Filter By Text field to filter the list based on a search string.

Click Save to assign the rule to the Duty Roster. Verify that the Number of Rules field was updated.

At the Rules of Duty Roster pane, you will see the new assignment. It will include the rule name, the SR objects values, on which check level it will run and if it's active.
To edit existing rule assignment, click on the pencil icon. To remove an existing rule from the list, click on the trash icon.

Working with templates

The second option for assigning SR rule, is to assign it to a template. A template facilitate the whole assignment process especially when you need to assign multiple rules to multiple recipients.

Before you start creating a template, you will need to have a Template Group. A template group only purpose is to organizes your templates into a hierarchy.

Creating a template group

Go to: SNS++ Management > Smart Routing > Template Groups. A list of all configured template groups will be listed
Click the Add button. The New Template Group pane will appear on the right side of the content area.
Mandatory step. Enter the template group code in the Code field. This code should be unique in SNS++.
Add a description for the template group in the Description field.
Click the Save button to save your changes.

Assign SR rule to a template

Go to: SNS++ Management > Smart Routing > Templates. A list of all template groups and their associated templates will be listed
Click the Add button to create a new template. The New Template pane will appear on the right side of the content area.
Use the Active toggle switch to define if the template is active or not.
Mandatory step. Enter the template code in the Code field. The template code is a unique attribute.
Add a description for the template in the Description field.
Mandatory step. Choose a template group from the Group drop-down list
Mandatory step. In the Owner field, you assign ownership of the template to a users group from the list of users groups that the owner is a member of. For further details on ownership and permission, see Managing User Groups article.
Owner Permissions - A read only field. Owner will have always 'write' permissions.
Mandatory step. Define the access level of Everyone else (that is, those who are not the creator or owners of the template). select Hide, Read or Write.
Click on the Save button to save your changes. Two new panes will show up at the bottom of the screen. Rules pane & Recipients pane
To assign rule/s to the current template, click on the Add button of the Rules pane. A new window will appear. Choose a SR rule from the Available Rules drop-down list (The list will include only active rules). You can also use the Filter By Text field to filter the list based on a search string.

Click Save to assign the rule to the template.

The Rules of Template - <Template Name> pane will presents the following information per rule: SR object values, Additional delay (as configured in the rule), check level, is active, note and rule name.

To view existing rule details, click on the info icon. To remove an existing rule from the list, click on the trash icon.
To assign recipient/s to the current template, click on the Add button of the Recipients pane. A new window will appear. Choose a recipient from the Available Recipients drop-down list (The list will include only active recipients). You can also use the Filter By Text field to filter the list based on a search string.

Click Save to assign the recipient to the template.

The Recipients of Template - <Template Name> pane will presents the following information per recipient: Recipient Code, Recipient name, is active, Timeoff active.

To view existing recipient details, click on the info icon. To remove an existing recipient from the list, click on the trash icon.

When working with Smart Routing rules, there are few important! rules to keep in mind. Please read more in Modifying a Smart Routing assignment.