What is the Internet Pre-Route feature?
Important!
The Message Care offer does not support the Internet Pre-Route feature.
Introduction
The Internet Pre-Route feature enables your contact center to route CentreVu Internet Solutions sessions to an ICM before the sessions enter the DEFINITY ECS. With this capability, sessions can be routed to the best ACD based on the resources available on the local ICM or based on agents logged in to the local ICM. By using resource routing, a session is routed to the most available ICM for the media type. Resource routing is accomplished through a Centralized Internet Routing Service (CIRS).
Things to know about the Internet Pre-Route feature
The following list provides important information about the Internet Pre-Route feature:
-
CentreVu Internet Solutions reporting capabilities are for single site reporting and not Internet Pre-Route reporting.
-
The Internet Pre-Route feature assumes that all ICM sites are alike. This means that all ICMs must be equally capable of servicing a session request. For example, if there is a VDN that handles shoe requests, all ICMs must have a VDN that handles shoe requests.
-
In some instances you may want to combine session types and skills. For example, if you want a different VDN for voice type shoes and a different VDN for chat type shoes, then you would have to create separate skills (for example, vshoes for voice type and cshoes for chat type).
-
Having an Internet Pre-Route environment does not mean that you are bound to routing all your sessions through the Centralized Internet Routing Service (CIRS). You can continue to have specific sessions route to an ICM that is not connected to the CIRS.
Internet Pre-Route software
The Internet Pre-Route feature introduces new software to your CentreVu Internet Solutions contact center. This component is called the Centralized Internet Routing Service (CIRS) and can run on either Windows or Solaris platforms. The CIRS is responsible for routing sessions to the best ACD based on resources (session type and agent).
The CIRS successfully performs resource routing by doing the following:
-
Keeping track of resource information. Each session that comes into your contact center maps to a resource type (see Session types and resource types ). Resource information is passed to the CIRS from each ICM connected to the CIRS.
-
Maintaining a count of agents logged in to each ICM. The CIRS receives agent login information from each ICM connected to the CIRS.
-
Identifying the VDN to use for the session and passing the VDN to the selected ICM. The ICM then launches the session to that VDN on the DEFINITY ECS.
If an ICM is not connected to the CIRS or is not sending information to the CIRS, the CIRS does not consider the ICM available to handle sessions.
Session types and resource types
| Session Type | Resource Type |
|---|---|
| Voice | Voice |
| Chat | Chat |
| Callback | Chat |
| Callback and Collaborate | Chat |
Internet Pre-Route configuration
The following figure illustrates a high-level architecture view of the Internet Pre-Route feature:
|
Copyright © 2001 Avaya Inc. All rights reserved. Modified: March 19, 2001 |
|