The host or an IVR system adjunct uses incoming call information to route the call to a split or skill, vector, particular agent, or location off the communication server. The IVR system can also direct the system to handle the call as a priority call. Routing can be based on the caller’s area code or country code, digits collected using Call Prompting, dialed number or service, agent availability, or information in a customer database.
To implement this type of call routing, make sure that calls come into a vector that contains an adjunct routing vector command. This command causes the communication server to initiate the route CallVisor ASAI capability. Vector processing occurs while the caller waits. A default split or skill or answering position can also be specified in the vector, in case the IVR system does not respond in the administered amount of time (determined by the announcement/wait steps). Announcement and wait steps are needed to give the host time to respond.
Note:
If the Display VDN for Route-to DAC option is enabled, and an adjunct vector step results in a direct agent call to an EAS agent, the VDN name is provided in the same manner as when a route-to digits or route-to number vector command is used.
For adjunct routing, if the call queues to a split or skill or leaves vector processing, a route-end request is sent to an IVR system.
