How Post-Call Routing Works

1. The call ended on a system trunk line.

2. After the CIC server notifies Director of the waiting call, Director determines when to route the call to an agent and at which locations.

3. If the agent is not on the same server as the waiting call, Director instructs the originating server to make a trunk-to-trunk call, which is a consult call to the remote agent. The trunks can dedicate to a virtual private network or through the customer's provider. SIP tie lines are best for most flexible call routing.

4. The originating CIC server passes call-identifying information through DTMF, ANI, or SIP.

5. After the agent answers the consult call, Director connects the original call and the consult call, known as "tromboning." If the carrier, hardware, and CIC version on both the source and destination servers support it, the call can reroute without tromboning using "take-back and transfer" (which lets the carrier reroute the call to another number).

Interaction Director defaults to post-call routing, which you can configure. Post-call routing can balance loads across several CIC servers. Director sends post-call routed calls to available agents regardless of their location and allows you to have full control over the IVR before assignment. Any call is a candidate for post-call routing, not just 8YY calls. (8YY is an acronym for the ability to dial toll-free numbers that start with prefixes such as 800, 888, and 877.) Director also supports screen pops and custom audio-on-hold.