call routing and call queuing ?? please help

[jankutty]

hello,

i like to know what exactly is the meaning of call routing and call queuing ? im aware that routing happens in Router, and queuing happens in ACD ( PBX ).

But im not able to visualize, what happens internally during these 2 activities ?

Both seems to be doing the same job ie., what i understand is that both these basically FORWARD the incoming call from one device to another device.

i know for sure that my understanding is incorrect. please correct my mistake.

can anyone give a brief technical clarification ?

kindly help
jan

[tony]

[b]Call Routing[/b] is a technology-based term - sometimes referred to as "Intelligent Call Routing" or ICR.  This term implies that a series of rules are applied to the [i]information available with the call [/i].  Based on the outcome of the rules being applied, a series of instructions would then be sent from the ICR components to the Switch/ACD, to give instruction on what will happen to the call next.  This is achieved by Requests/Events being passed from the Routing Server in Genesys (URS), through a TServer, to a PBX/Switch/ACD/Telecoms Network component.

[b]Call Queuing[/b] is a telecommunications-based term.  The term is applied to any physical line which is engaged by virtue of a live call "parked" on it.  This could be for a number of reasons - an example would be the PBX/Switch may Queue a call whilst "Ringing" an Extension, prior to delivery to an Agent.

Is this the sort of level of information you are looking for, or is it something more specific?

Tony

[jankutty]

Hi Tony,

can you give me something like a state diagram for me for "Call Routing" and "Call Queuing" ?

thank you
jan

[tony]

Jan,

The 2 items are, technically, in different theatres.  Call Routing is URS/IRD (CTI) and Call Queuing is PBX/ACD (Telecommunications).  I don't think providing a "state" diagram would show you anything other than the fact that they are 2 different technologies...

Maybe something for you to think about, is;

Call Queuing is a physical state on a Switch/ACD Platform.
Call Routing is a series of software decisions and processes on an Intel/UNIX Platform.

There are Stick State diagrams for how Routing can affect Queuing - is that what you mean?

Tony

[tony]

Does this help...?

T

[jankutty]

Hello Tony !!

thanks for your reply.

now i got clear understanding of these concepts / techniques. i hope i will understand GVP and framework much better bcos of your help

thanks !!
jan