Chapter 8. Call Routing

This chapter covers the following subjects:

• Concepts of contact center call routing

• Details of enterprise and hosted call flows

• Introduction to next-generation contact centers

The efficient delivery of customer contacts to the appropriate resource is a fundamental requirement of any contact center. Depending on the nature of the business, the number of agents/skill groups, the different Automatic Call Distributor (ACD) types in use, and the number of sites, developing call flow scenarios to meet the differing business criteria can be a complex challenge.

Many of the traditional legacy ACD vendors originally provided difficult-to-use, command-line-driven interfaces for configuring call routing. This forced call flow ...

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