Contact Expert v7.4 for Skype for Business Server

Routing Types and Statuses in External Interaction Routing

Overview

This chapter explains the meaning of the different routing statuses and types available when external interaction routing is enabled in CE.

Read more about External Interaction Routing.

Meaning of Routing Types in case of External Interaction Routing

Interaction routing is performed according to the ACD logic set for the affected system. There are two kinds of interaction routing: Internal and External.
Internal routing it means that the interaction is performed according to the default ACD logic set within CE.
External routing it means that the interaction is performed according to the distribution logic set in the 3rd party application or plugin.

Routing Statuses

Routing is the act of pairing a work item (interaction) to an agent. Routing statuses represent the state of the interaction pairing process.

There are six routing statuses defined:

Status Routing Type Description
Success Internal & External Interaction routing was successful according to the requirements and the defined parameters.
Failed Internal & External Interaction routing did not happen according to the requirements and the defined parameters.
Timeout External only Interaction routing time is longer than the defined 'Request Timeout' interval. Transmission is performed according to the default ACD logic determined in CE.
Ignored External only Interaction routing request is sent to the 3rd party plugin, but it is busy with other tasks (e.g.: bench-marking) and does not respond. Transmission is performed according to the default ACD logic determined in CE.
Agent not available Internal & External Interaction routing request is sent, but the agent goes on a break or offline during the process. No routing is performed.
Interaction not available Internal & External Interaction routing request is sent, but customer abandons the queue during the process. No routing is performed.

Routing Examples

Example 1: Successful routing

Event: Agent Available or New Interaction

  1. Information is sent to the Dialer Server.
  2. the Dialer Server creates Route Request towards the ACD Connector Server.
    • Agent1 and Agent2 are available. Customer1 and Customer2 are online.
  3. Request ID is generating.
  4. The ACD Connector Server sends Route Request towards the ACD Plugin.
  5. The ACD Plugin sends its Route Suggestion back to the ACD Connector Server.
    • Agent1 to be paired with Customer2 and Agent2 to be paired with Customer1.
  6. Route Response is sent from the ACD Connector Server back to the Dialer Server.
  7. The Dialer Server sends the routing result back to the ACD Connector Server according to the route suggestion from the ACD Plugin.
  8. The routing result is sent to the ACD Plugin successfully.

Successful Routing

Example 2: Failed routing

Event: Agent Available or New Interaction

  1. Information sent to the Dialer Server.
  2. The Dialer Server creates Route Request towards ACD Connector Server.
    • Agent1 and Agent2 are available.
    • Customer1 and Customer2 are online.
  3. Request ID is generating.
  4. The ACD Connector Server sends the route request to the ACD Plugin.
  5. Agent3 now becomes available and Customer2 leaves the queue
  6. The route suggestion fails towards the ACD Connector Server.
  7. The route response fails towards the Dialer Server.
  8. The Dialer Server creates and sends a new Routing Result to the ACD Connector Server.
    • Agent1 and Agent2 are available.
    • Customer1 is online.
  9. The ACD Connector Server forwards the routing result to the ACD Plugin, which generates a new route suggestion.
    • Agent2 to be paired with Customer1.
  10. The new route suggestion is sent to the ACD Connector Server and forwarded to the Dialer Server by the ACD Connector Server successfully.
  11. The Dialer Server sends the routing result back to the ACD Connector Server, which is forwarded to the ACD Plugin successfully.

Failed Routing

Example 3: Customer Abandons Queue During Routing Request

Event: Agent Available or New Interaction

  1. Information sent to the Dialer Server.
  2. Dialer Server creates Route Request towards ACD Connector Server.
    • Agent1 and Agent2 are available.
    • Customer1 and Customer2 are online.
  3. Request ID is generating.
  4. The ACD Connector Server sends the route request to the ACD Plugin.
  5. Customer2 leaves the queue.
  6. The ACD Plugin sends its route suggestion back to the ACD Connector Server.
    • Agent1 to be paired with Customer2.
    • Agent2 to be paired with Customer1.
  7. The route response is sent from the ACD Connector Server back to the Dialer Server.
  8. The Dialer Server sends the routing result to ACD Connector Server.
    • Agent1 - Customer2 pairing fails with the routing status: Interaction Not Available.
    • Agent2 - Customer1 pairing is successful.
  9. The routing result is sent to the ACD Plugin successfully.

Customer Abandons Queue

Example 4: Agent is not available during routing request

Event: Agent Available or New Interaction

  1. Information sent to the Dialer Server.
  2. The Dialer Server creates the route request towards the ACD Connector Server.
    • Agent1, Agent2 and Agent3 are available.
    • Customer1 and Customer2 are online.
  3. Request ID is generating.
  4. The ACD Connector Server sends the route request to the ACD Plugin.
  5. Agent2 becomes unavailable.
  6. The ACD Plugin sends its route suggestion back to the ACD Connector Server.
    • Agent1 to be paired with Customer2.
    • Agent2 to be paired with Customer1.
  7. The route response is sent from ACD Connector Server back to the Dialer Server.
  8. The Dialer Server sends the routing result to the ACD Connector Server.
    • Agent1 - Customer2 pairing is successful.
    • Agent2 - Customer1 pairing fails with the routing status: Agent Not Available.
    • Agent3 gets paired with Customer1.
  9. The routing result is sent to the ACD Plugin successfully.

!Agent Not Available](attachments/external_acd/agent_not_available.png)

Example 5: Internal timeout during routing request

Event: Agent Available or New Interaction

  1. Information sent to the Dialer Server.
  2. The Dialer Server sends the route request to the ACD Connector Server.
    • Agent1, Agent2 and Agent3 are available.
    • Customer1 and Customer2 are online.
  3. Request ID is generating.
  4. The ACD Connector Server sends the route request to the ACD Plugin.
  5. The request times out.
  6. The Dialer Server sends the routing result to the ACD Connector Server.
  7. The ACD Connector Server sends the routing result to the ACD Plugin.
  8. The ACD Plugin creates and sends the route suggestion to the ACD Connector Server.
    • Agent1 to be paired with Customer2.
    • Agent2 to be paired with Customer1.
  9. The ACD Connector Server sends Route Response to Dialer Server.
  10. The routing result is sent back to ACD Connector Server` with the routing status: Timeout.
  11. The ACD Plugin receives the routing result from the ACD Connector Server.
  12. The default ACD logic will kick in.

Request Timeout

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