Network Routing

[Jim]

How does Network Routing handle calls with the IVR behind the switch? The IVR ports are treated as agents but it's the human agents we want to load balance from the network level. So can the Network Router predict the best place to send the call when an IVR is between the network and the human agent? A major reason for Network routing is to rid us of tie lines, we want the calls to go to the best location and stay there. Another issue is that only 70% of the calls will hit the IVR the other 30% go directly to the agent.

[ed]

One possiblity would be the network statserver would monitor
agents belonging to a particular skillset or queue which would not be agents of the IVR group. then your strategy would use those stats to base it's routing decision with default being dumped to different routing point inwhich IVR would be listening for. Does this sound reasonable?

[steve]

We're doing this today. We have Genesys reading agent group EWT at multiple sites. Calls are frontended by an IVR as well. Routing appears to be working fine. We're an MCi customer and it works fine with their integration to Genesys. Email me direct if you want more info.

[Rodney]

You may want to use a combination agent group/queue statistics as well as IVR group/queue statistics to make a routing decision. Knowing the rate at which calls leave the IVR and go to an agent, number of calls currently being services by IVR and Agents, and number of IVR ports and agents could all be used in a strategy to make a more informed decision on which center to direct the call to.