Best Service Routing (BSR) is a Call Center Elite feature that provides singlesite and multisite load balancing and maximizes the agent staffing resources. BSR provides the best service to callers by comparing skills and routing calls to the best skill. To respond to changing conditions and operate efficiently, BSR monitors the status of the specified resources and adjusts call processing.

You can configure BSR for singlesite or multisite operations. Use singlesite BSR to compare local skills. Use multisite BSR to compare local and remote skills and to route calls to the skill that can provide the best service.

To use Best Service Routing (BSR) on a single Communication Manager, use special commands and command elements that are part of Call Vectoring. As a result, BSR for a single location can be easily added to existing vectors without modifying other parts of Communication Manager.

Multisite applications work similarly, but require additional administration. Since steps in a multisite BSR vector contact more than one remote locations, you must define the locations, administer Communication Manager to contact each location, and set up VDNs and vectors to handle communication between the sending Communication Manager and each remote Communication Manager.

Use three VDN or vector pairs in every multisite BSR application. The primary VDN or vector pair, on the sending Communication Manager, contacts the specified remote Communication Manager, collects information, compares the information, and delivers or queues the call to the resource that is most likely to provide the best service. Two VDN or vector pairs are required on each remote Communication Manager. A status poll VDN or vector pair provides information on the best resource in response to inquiries from BSR applications on other Communication Manager. Finally, you require an interflow VDN or vector pair to receive and process the calls that interflow from BSR applications on other Communication Manager.