Difference between per-routing, post routing and trnaslation routing

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Sep 5th, 2008
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What is the difference between per-routing, post routing and trnaslation routing? Any link or pdf available?

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amritpatek Thu, 09/11/2008 - 11:30
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pre-routing function of Cisco Unified Contact Center Enterprise makes a routing decision for each call while it is still in the IP network or PSTN and before it is sent to an agent or other target-enabling the system to segment customers and deliver each contact to the best available resource the first time. Moreover, centralized administration functionality enables you to manage and support all your content center locations from a single, centralized location.


The Post-Routing function provides intelligent redistribution of calls that have already been connected with a live agent. Post-Routing allows an agent to request a new contact destination such as an ACD, private branch exchange (PBX), or IVR system. When a call requires redirection, the Cisco IPCC applies the same business logic used in the Pre-Routing function and instructs the peripheral to send the customer inquiry to the best available enterprise resource. The new target can be another agent, a skill group or service within the IPCC, or a skill group or service on another ACD. For calls flowing between sites, across business applications, and into or out of IVRs, the Post-Routing function optimizes each customer`s interaction with your business.


Following URL is for the Translation Routing and Queuing it will help you :

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/srnd/7x/c7overvw.html#wp1040352


Oh, someone attempted to answer this question. That's good.


Pre-routing comes from the Geotel days - as the poster above says, the call is in the cloud and ICM can make an "intelligent" decision about which SITE to send the call to. ICM is not routing to an agent, it's routing to the best site - the site will chose the agent.


Post-routing has nothing to do with a call that has been connected to a live agent. It's called "post-routing" to differentiate it from pre-routing. The active participant is the PG.


A post-route is a request from a Peripheral Gateway that already has the call - could be a switch, could be an IVR etc. It's asking the Call Router to find a target on the same peripheral.


A trans-route is a way to get a call from one peripheral to another peripheral, complete with the data.


This stems from the inability in traditional TDM to carry signalling in-band that would identify the call. A call landing on one peripheral (say an ACD) gets a call ID allocated by the PG; if the call goes to another peripheral, it gets a different call ID allocated by the PG. How to tie them together?


In principle, one idea is this. PG1 asks PG2 for a number (a target) to send the call to. PG2 replies with a target, and PG1 says - "thanks a lot, when the call arrives on that target, here is the data".


Now we have a small window in which we need to transfer the call to the target, and if we do that, PG2 attaches all the call data PG1 sent over to the call. The two are tied together.


A few things can go wrong, especially when the target is a number on the PSTN. Someone else could call that number in the window and PG2 will incorrectly associate the data with that call; when the real call arrives it will have to be ignored.


There are other types of translation routing - instead of using fixed targets we can use "correlation IDs", which are numbers that are appended to targets and come back with the call - this can be used to tie the calls together. This is the way System PG can make an IVR and a CUCM appear as the one peripheral.


Regards,

Geoff


Chris Deren Thu, 09/11/2008 - 17:10
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Geoff,


+5 for excellent writeup.


Chris

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