Sample Interaction Flow, Enterprise Routing

 This sample interaction flow explains how components function with each other when a customer contacts a business that uses Enterprise Routing. Understand these steps. 

Customer Contact: 

1.      A customer contacts a business and the interaction enters the premise PBX switch system. 

2.      The PBX switches requests routing instructions from the T-Server, which creates a unique identifier for the interaction. 

3.      T-Server converts the request to a TCP/IP message (the language understood by Genesys applications) and passes the request to Universal Routing Server (URS). 

URS Execution: 

4.      URS executes the routing strategy designed in Interaction Routing Designer. The strategy includes instructions to collect customer-entered information. According to the sample flow, URS first sends the interaction to an IVR to prompt the customer to enter an account number and language preference. 

5.      Customer enters the account number and a French language preference and the IVR attaches this data to the interaction. IVR routes the interaction back to URS. 

6.      URS queries the customer database through the DB Server to determine the identity of the customer. 

7.      The strategy attaches the database information about the customer to the interaction. 

8.      URS queries Stat Server to determine which French-speaking agent is available. 

9.      URS learns from Stat Server that one or more agents are available and determines the agent to whom the interaction should be routed. 

10.   URS sends a RequestRouteCall message to the T-Server. The message contains the agent information (DN, Connection ID) and the collected customer information. 

11.   T-Server tells the switch to route the interaction to the Agent DN. 

12.   The PBX routes the interaction to the agent while T-Server provides the attached customer information to the agent's desktop application.  

“Sample Interaction Flow, Enterprise Routing” 

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