Sample Interaction Flow, Network Routing

Genesys Network Routing provides the environment for routing interactions from a toll-free network to enterprise premise switches. This sample interaction flow explains how components function together when a customer contacts a business that uses Network Routing. 

Customer Contact: 

1.      A customer contacts a business through a Network Switch. 

2.      An interaction notification enters the Service Control Point (SCP) from a Network Switch. 

3.      Based on the Service Number dialed, the SCP determines where to trigger a routing request. The SCP generates a routing request to Network TServer. The ANI, CED (caller-entered-digits), and DNIS are passed to the T-Server in the request along with other attached interaction data. 

4.      Network T-Server sends an EventRouteRequest message to Universal Routing Server (URS). 

5.      URS executes the strategy. The ANI, CED, DNIS, and other attached data are passed in the request. 

URS and Target-Selection Analysis: 

6.      URS consults Stat Server to determine the availability of the targets based on the skill and proficiency level requirements of the routing strategy. 

7.      URS learns from Stat Server that one or more of the targets are available, for example, an agent with DN 4444 on premise switch 2. 

8.      URS selects a target and from the data returned by Stat Server determines which premise T-Server will need to be consulted for an external routing point. URS passes interaction information (Agent DN, Connection ID, User Data) directly to the Network T-Server. 

9.      The Network T-Server communicates with the premise T-Server to determine which external routing point, for example, 9999, should be reserved to receive the interaction and returns that DN to the Universal Routing Server. 

10.   URS then consults the Switch Access Code tables from the network switch to premise switch 2 for target type Target Agent. The table has a value of [DN.DL] in the Destination Source field. URS consults the DN group associated with the external routing point supplied by the premise T-Server in Step 7 (DN 9999). The DN group contains a single Network Destination type DN defined for the network switch. This completes the network number translation process. 

Interaction Routing: 

11.   URS sends a RequestRouteCall message to the Network T-Server for the derived destination. The RequestRouteCall message contains the DL produced by URS in Step 9. 

12.   The Network T-Server tells the Service Control Point to send the interaction to the derived destination for the target by the trunk that the Network Destination points to. 

13.   The Service Control Point instructs the Network Switch to route the interaction using the given Network Destination. 

14.   The interaction arrives at External Routing Point 9999 on the destination premise switch. 

15.   The premise switch sends the interaction arrival message to the premise TServer. The rest of the interaction flow is now entirely controlled by the premise T-Server. 

16.   Since the premise T-Server knows the target agent DN, the premise TServer instructs the switch to route the interaction to agent DN 4444.  

17.   The interaction is routed to the agent DN.   

“Sample Interaction Flow, Network Routing”

 

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