How does the Internet Pre-Route feature work? 

Introduction

To describe how the Internet Pre-Route feature works, this section provides an explanation of what happens when a voice call (voice call one) with a skill of shoes enters the CIRS. Then, this scenario will be built upon by introducing a second voice call (voice call two) into the CIRS. For each initiation of a voice call, the Web page in which the customer selects the Contact Us button contains the /servlet/CIRS string, and the call with its associated skill parameter is passed to the CIRS.

Voice call number one enters the CIRS

For voice call one, the following table is used for demonstration purposes:

Total Active Calls Voice Limit Active Voice Calls Chat Limit Active Chat Calls Total Agents
ICM 1 0 20 0 20 0 1
ICM 2 0 20 0 20 0 2

The following steps describe how the CIRS determines the ICM to which voice call number one is routed:

  1. The CIRS chooses all ICMs with available voice resources for the call type.

    Using the table above, both ICM1 and ICM2 have available voice resources.

  2. The CIRS routes the call to the ICM with the most available agents. The most available agents means that there are more agents logged in to the ICM than there are active calls on that ICM. Therefore, it is more likely that an agent will be available at the ICM.

    Using the table above, ICM2 has more agents (2) logged in to the ICM than there are voice calls (0). Therefore, the CIRS will route voice call one to ICM2.

  3. The CIRS checks the skill and VDN mapping administered for the selected ICM. For example, if the skill passed from the Contact Us Web page is shoes, then the CIRS will check the skill/VDN mapping to see which VDN is mapped to skill shoes.

    If no skill is passed to the CIRS, then the CIRS will automatically use the default VDN that is mapped for the selected ICM.

    The CIRS passes the VDN to the selected ICM. The ICM then launches the call to the correct VDN on the DEFINITY ECS.

Voice call number two enters the CIRS

With voice call two, the available resources change to the following:

Total Active Calls Voice Limit Active Voice Calls Chat Limit Active Chat Calls Total Agents
ICM 1 0 20 0 20 0 1
ICM 2 1 20 1 20 0 2

The following steps describe how the CIRS determines the ICM to which voice call number two is routed:

  1. The CIRS chooses all ICMs with available voice resources for the call type.

    Using the above table, both ICM1 and ICM2 have available voice resources.

  2. The CIRS then routes the call to the ICM with the most available agents.

    Using the above table, both ICMs have the same number of available agents (1). Therefore, the CIRS uses the third criterion to determine the ICM to which voice call two should be routed.

  3. The CIRS identifies which ICM has the most call type and agent resources available.

    Using the above table, ICM1 has the most call and agent resources available; therefore, the CIRS routes voice call two to ICM1.

  4. See Step 3 in Voice call number one enters the CIRS for the remainder of the process.

When no ICMs are connected or active

When there are no ICMs connected to the CIRS or active with the CIRS, the administered �No ICMs Available URL� is returned to the customer's browser.

When ICMs have no available resources

When the ICMs connected to and active with the CIRS do not have any resources, the following takes place:

  1. The CIRS still routes the session to an ICM.

  2. Because there are no resources on the ICM to which the CIRS routed the session, a resource problem is presented on the ICM.

   


Copyright © 2001
Avaya Inc.
All rights reserved.
Modified: March 19, 2001