Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: jankutty on April 09, 2008, 11:56:32 AM
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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
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[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
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Hi Tony,
can you give me something like a state diagram for me for "Call Routing" and "Call Queuing" ?
thank you
jan
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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
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Does this help...?
T
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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