Avaya Experience Platform™ Public Cloud supports chat, email, messaging and voice channels. Account administrators create the chat connector, chat application and email mailboxes, and can configure routing for those channels. provides a Avaya creates your messaging account, and account administrators configure routing for the messaging channel. Avaya also creates your voice switch and the Dialed Number Identification Service (DNIS) numbers for your account, and account administrators configure routing for each DNIS.

When you configure routing for your digital channels, you can enable business rules, such as context data and keyword rule matching. You can also configure the queue and attributes to use with each type of interaction, and select the Orchestration flow to trigger for each channel account. The queue that you select for each channel account can be overridden by the queues that you configure in business rules.

When you configure routing for the voice channel for each DNIS, you configure the queue and attributes that apply for all voice interactions on that DNIS. You can select one queue only for each DNIS. You can also select the Orchestration flow to trigger for each DNIS. Automation can override the queue based on the user input. If you do not configure routing rules for a DNIS, the incoming call gets routed using the default queue and default workflow.