July 2011
Intermediate to advanced
312 pages
8h 8m
English
Content preview from Cisco Unified Contact Center Enterprise (UCCE)Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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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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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.