When Unified 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.
Pre-routing is a routing decision that is executed before the call terminates at the call center. With pre-routing, the Network Interface Controller (NIC) receives the route request from the Interexchange Carrier (IXC) and passes the call information along to Unified CCE software.
Unified CCE bases pre-routing decisions on real-time data gathered by the PGs at the call center sites. Unified CCE then runs the appropriate script that defines how the call is to be routed.
A pre-routing request therefore determines the initial destination for a call.
Post-routing is a routing decision made after the call has initially been processed at a VRU or call center. Post-routing enables Unified CCE to process calls when an ACD, VRU, or PBX generates a route request via the PG.
Unified 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, Unified 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.
Your ACD Supplement Guide describes the features of Unified 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.
Translation routing is the term used when additional information is sent along with a call.
This type of routing is necessary because the carrier can deliver voice, but has no way to deliver data to the peripheral.
Unified CCE software works with the PG to deliver the call to the final destination on the peripheral and to ensure that the appropriate information collected for the call is also delivered to the agent's desktop.
After the data is delivered to the peripheral, the PG receives back information about which agent the call is sent to.
You define Translation Routes with the Configuration Manager, using the Translation Route Wizard.
Refer to your ACD Supplement Guide to see if your ACD supports translation routing and for any considerations when you use translation routing on the PG.
Translation routing is always used when a call moves from one peripheral to another. A call can also be translation routed from the network.
The term ICM TranslationRoute is used when calls are translation routed to a peripheral that is an ACD.
The term TranslationRouteToVRU is used when calls are translation routed to a peripheral that is a VRU.
Translation routing plays a significant role in the accuracy of reporting and allows for cradle-to-grave call tracking and reporting. Some reporting metrics gathered for Call Types and skill groups are applicable only if calls are translation routed.
Skills-based routing is a routing decision whereby a call is routed to the skill group that has agents with the appropriate expertise.