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Post-call Routing

Post-call routing is the process of routing a call after it connects to a specific location. In post-call mode, Interaction Director acts as a multi-server ACD.

In this configuration, Director uses scoring to decide which CIC server and agent can best handle the call. Upon receiving this information, the starting CIC server works with Interaction Director to connect the call to that server and agent. Director verifies that the call reached the intended recipient and if not, reassigns it. In post-call routing scenarios, the CIC servers perform static routing when Interaction Director can't provide on-demand routing.

Post-call routing occurs when Director cannot redirect a call until after the call connects at a specific location. For example, a customer calls a local number in New York. The communications system at the New York contact center that answers the call uses interactive voice response (IVR) to ask questions and obtain information. Based on that information, or based on other factors such as the New York center's load level, Director transfers the call to another site.

Post-call routing occurs when a call connected to a CIC server routes to another CIC server over a tie line or other channel. Director uses post-call routing based on the scoring factors defined in the Enterprise Group configuration on the Director server.

Interaction Director supports post-call routing using SIP or circuit-based TDM tie lines. Specifically, Interaction Director supports T1/E1/PRI connections, PSTN connections, and SIP-based IP telephony as the tie lines between CIC servers. Post-call routing does not require a network interface connection with the carrier, only a Director server connected to the IP network, which is the same LAN/WAN that contains the CIC servers.