Routing
When Webex CCE software receives a routing request, it determines the appropriate destination for the call by executing routing scripts.
These scripts use real-time information about activity at the contact centers to find the destination best able to handle the call. You can monitor how the system is handling calls and can make changes to the scripts when needed, using the Script Editor.
A destination (called a routing target) can be a network target such an announcement or a ring, or a skill target such as an agent, a skill group, or a service. Once these targets are defined in the Configuration Manager, they can be specified in the routing script.
Post-routing
Post-routing is a routing decision made after the call has initially been processed at a VRU or call center. Post-routing enables Webex CCE to process calls when an ACD, VRU, or PBX generates a route request via the PG.
Webex CCE executes scripts to process the route request and return the destination address. This directs the ACD/PBX to send the call to an agent, skill group, service or Call Type in the same call center or at a different call center. In making a post-routing decision, Webex CCE software can use all the same information and scripts used in pre-routing.
A post-routing is sent by the peripheral to refine the original route or redirect the call.
Note |
Your ACD Supplement Guide describes the features of Webex CCE post-routing available with the ACD, as well as any considerations you should be aware of when using post-routing or Translation Routing on the PG. |
Skills-Based Routing
Skills-based routing is a routing decision whereby a call is routed to the skill group that has agents with the appropriate expertise.