Queues and Routing

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rostrvm CallDirector is configured so that when a contact (call, email, chat, SMS) is received a routing script is run to determine how the call is to be routed onwards to its destination. This is achieved through routing numbers and ACD queues.

Routing Numbers Panel

•	Routing Number - the name of the new routing number device;

•	Description - a textual description of the routing number device;

•	Script - the name of the routing scripts to be triggered when calls arrive at this routing number;

•	Active - a flag to show whether the routing script is active or not;

•	Debug - the default value for the script debug tracing option;

•	Settings - these are script specific variables that are set for this routing number which override any default script values.

From here you can:

•	Create Routing Number - click the Create button on the Routing Numbers panel to add a new entry;

•	Modify Routing Number - click on the Routing Number to view or change the properties of an existing entry;

•	CallDirector Script Properties - click the Script name and select Properties from the drop-down menu to navigate directly to the CallDirector Routing Script Properties page;

•	CallDirector Script Edit - click the Script name and select Edit from the drop-down menu to launch CallDirector Editor in order to edit the selected routing script;

•	Announcements - click this button to launch the Invex Announcements configuration tool.

Queues Panel

•	Queue - the name of the ACD queue;

•	Agent Group - the agent group(s) that are to be serviced by this ACD queue.

From here you can:

•	Create Queue - click the Create button on the Queues panel to add a new entry;

•	Modify Queue - click on the Queue name to view or change the properties of an existing entry.

Options

CallDirector is deployed two forms;

•	routing, in which the script determines the routing only - the call is queued by an existing ACD;

•	softACD, where rostrvm performs all call routing and queuing.

Routing CallDirector

This is typically used to integrate rostrvm with an IVR where the script manipulates the data collected by the IVR and transfers the call from the IVR to the appropriate queue on the ACD. It is also used to provide additional intelligent routing to an ACD that supports host-based routing. In this case the ACD asks rostrvm where a call should be routed rather than doing the logic itself.

Topics applicable to setting up a routing CallDirector include:

•	Adding, editing and removing routing scripts, and associating scripts with routing numbers;

•	The CallDirector Editor - a GUI application used to create routing scripts.

SoftACD CallDirector

The routing scripts and ACD queue handling provide functions to the end-user such as:

•	skills-based routing;

•	software call, email, and contact, queuing;

•	load sharing;

•	least cost routing;

•	real-time and historic management information;

•	automatic call and contact distribution to agents.

To provide the ability to route contacts, a number of items need to be configured and maintained:

•	ACD Queues - These are used to monitor the contacts queuing in the contact centre. They are used as a holding place for a contact should no appropriate agent be available to handle the contact;

•	Routing Numbers - These are virtual devices which are used in conjunction with a CallDirector routing scripts and ACD queues to provide off-switch routing;

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CallDirector Routing Scripts - These are typically used to integrate rostrvm with an IVR (AutoAgent) where the script manipulates the data collected by AutoAgent and transfers the contact from the a line to the appropriate queue on the ACD. It is also used to provide additional intelligent routing by asking the rostrvm server where a contact should be routed rather than doing the logic itself.