--- title: "Routing plan" canonical: "https://help.telegra.de/space/TAK/9561593217768/Routing%20plan" format: markdown --- A routing plan with the identical designation of the hotline is automatically created for each new hotline. The routing plan defines how an incoming call is handled and distributed on this hotline. The following actions are available to you for editing a routing plan at each branch and output: | | | | --- | --- | | DEL | Deletes the selected node or output. | | CUT | Cuts the selected node with all its child elements and saves it to the clipboard for further use. | | COPY | Copies the selected node with all its child elements and saves it to the clipboard for further use. | | INST | Inserts the previously copied or cut node at the end of each selected node. | | PST | Pastes the previously copied or cut node exactly at the selected position each time. | | ADD | Adds a new node at the desired location. | ## Nodes in routing plans Routing plans follow a hierarchy of nodes. Nodes form the main element of a routing plan and define the next desired action. Add a node by clicking on the ADD icon. A dialog box will appear to define the node: ![Define nodes in the routing plan](media://f6c9ba7b-a31f-40a9-936e-0c813aeb00d5) Please note that the desired element (e.g. a group or an agent, which should be linked to the node, must be made available at the desired hotline beforehand. The following node types are available for selection: ![Selection options for nodes in the routing plan](media://91077f2c-0c39-49c9-a2c9-3b62926e9b28) --- ## Node-types: | | | | --- | --- | | **Agent** | Adds a single agent as a destination. Since the logic of the ACD is to find the most appropriate agent for the call, direct routing to agents in a hotline is unusual. It is better to use the [numbering plan](https://telegra.refined.site/space/TAK/5139202074/ACD+Nummernplan) for this purpose.
> ℹ️ ##### Important: To be able to select agents in the routing plan of a hotline, the agent must be assigned to the hotline in the agent or hotline configuration. | | **Announcement** | Adds an announcement to the routing plan. For more information, see [Announcement management](https://telegra.refined.site/space/TAK/5148737572/Ansagenverwaltung). | | **Extension node** | Here you can add a previously defined extension node and define one or more destinations behind each output.
More about this under [Extensions](https://telegra.refined.site/space/TAK/5138907172/Durchwahlen). | | **Group** | Adds a group to a routing plan. Usually, groups are the primary target of an ACD for distributing calls.
For more information, see [Groups](https://telegra.refined.site/space/TAK/5137170490/Gruppen).
> ℹ️ ##### Important: To select groups in a hotline's routing plan, the group must be assigned in the hotline's group or hotline configuration. | | **Mailbox** | Adds a mailbox. Usually used as an overflow after a queue or group.
For more information, see [ACD Mailbox](https://telegra.refined.site/space/TAK/5138907182/ACD+Mailbox). | | **Queues** | Queues are placed directly behind a group. As soon as an agent is available in the group again, the next waiting call from the queue is delivered to the agent.
For more information, see [Queues](https://telegra.refined.site/space/TAK/5138874458/Warteschleifen). | | **Time and weekday nodes** | By adding previously created time and weekday nodes, you define a node with different outputs divided by time of day or day of week.
For more information, see [Weekday and time nodes](https://telegra.refined.site/space/TAK/5138907165/Wochentags-+und+Zeitknoten). | | **Availability node** | You can insert a node in the routing plan to check availability. The node always has two outputs:
- available - not available
For example, before playing an announcement or an IVR menu, you can check whether the caller should hear this announcement at all, when he probably won't be connected at all.
![Verfügbarkeitsprüfung im Routingplan](media://2fbf64ac-a3f2-4e80-bd8c-d4a9e0ec7fe3) | | > 📝 **Reject: **You can also select "Reject" as destination in the overflow. This way you route a call at this point of the routing to a destination configured in the call number routing after the ACD in [telegra CONTROL](https://telegra.refined.site/page/telegra-control). | --- ## Percentages You can specify at each node how many calls as a percentage of the total number of calls should be assigned to this output. For example, you can add two groups as equal nodes and distribute the calls using a percentage value per group. Please note that with this type of routing, the total value as a percentage of all outputs must always be 100%. Otherwise you will get an error message. --- ## Clipboard In case you want to use a certain node structure or a routing branch more often, you can copy the selected node and thus all nodes set under it by clicking the COPY icon and save it as a template for use in other routing plans. ![Save clipboard as template for routing plans](media://a8052633-fac3-4782-8034-602bbd141b20) --- ## Node with multiple outputs Certain nodes can have multiple outputs. The destination is configured after each output. Thus, new routing branches can be created. You define the number of outputs in advance at the desired element. The following nodes have multiple outputs: - [Extension node](https://help.telegra.de/space/TAK/5138907172/Durchwahlen) - [Time node](https://help.telegra.de/space/TAK/5138907165/Wochentags-+und+Zeitknoten) - [Weekday node](https://help.telegra.de/space/TAK/5138907165/Wochentags-+und+Zeitknoten) - Availability node (always has two outputs) --- ## Verwandte Artikel > Macro (children)