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Call Routing Server enables intelligent call routing for inbound
calls. The routing is based on received call data matched with customer
information, call centre statistics or agent availability.
The Call Routing Server:
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Manages the Avaya Computer Telephony
connection
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Monitors VDNs
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Manages VDN licensing
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Registers for routing services
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Receives call events
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Issues routing instructions
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Loads (manages) generic plug-ins, such as the
SQL Plug-in, which gives the server access to SQL Server databases.
Call Routing Server uses the
SQL Plug-in
to access information stored in any SQL Server database. The database could
be an Telephony database or any other type, for example, a Microsoft
Access database.
Using a routing link extension, a vector sends an adjunct routing request to
the Telephony Server, which, in turn, informs the Call Routing Server
that has registered the associated VDN. The Call Routing Server
handles the request (usually to a database) for information relating to the
collected digits.
The database passes back the extension number the call should be sent to
(this could be a skill, split, agent DN, DDI or international number). The
number is then processed by Call Routing Server and a route selection
request is passed to the Telephony Server and onto the switch.
If the switch doesn't receive the call destination within the wait-time
specified in the vector, it processes the next command in the list.
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