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The Routing Data capability provides customers with a wide range of data elements that can be used to dynamically control the call flow while simultaneously simplifying the actual programming / routing logic. Moreover, a field called “Routing Info” is available on the Agent client that allows the agent to better serve each interaction since they will have additional information at their fingertips such as the marketing campaign, source of lead, or the path that interaction followed to reach that agent.
Access Routing Data from the ECS application portal
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To access this functionality, an ECS Administrator login is required.
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Let’s also assume that the following Interaction Handling Flow was created inside the Channel.
Inside the Simple Play activity
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- Load Routing Data — will find the matching Routing Data record by comparing the number dialed (Destination DID) with DNIS data element. In this example, the match will occur when the caller dials 4845885746.
- Set Demand by Variable — will activate activ[ate the “VIP” Demand for this interaction.
- Set Data — will pass the Inbound Campaign Name of “VIP Customer” to the Agent via the Routing Info field.
- Simple Play — will play the specified “EN_Greeting_VIP” entry from the Media Repository to the caller.
- Pass to Business Process By Name — will route this interaction to the “Customer Service” BP.
When an Agent receives this interaction, it will contain the following information.
The combination of the Routing Data with the Interaction Handling Flow creates a powerful tool to build endless routing possibilities based upon a very simple set of activities. For customers with many variations of similar interaction flows the Routing Data is an invaluable tool.
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