Intelligent Routing in CosmoCall Universe™ NGIN Platform

Intelligent Routing is a pre-packaged capability set available on the NGIN platform. Intelligent Routing enables both simple and complex call routing logic to be created by end users. A flexible combination of routing rules determines the most appropriate destination for each call. In the contact center environment, this is often called "pre-routing" because there is typically a second level of routing performed by a premises ACD. The NGIN platform includes a complete Interactive Voice Response platform, making it possible to create call flows based on any combination of voice menus, user inputs, and other rules.

• Static Routing
  Static Routing uses rules that can be resolved within the network, such as time-of-day, percentage allocation, IVR menu selection, and others that do not require dynamic information about the status of potential destinations. The elementary rules are simple, but they may be freely combined in the [CosmoDesigner] GUI to create highly customized call treatment scenarios. Static Routing has the advantage of adding value while requiring absolutely no change to an existing PBX or contact center operation.
   
• Dynamic Pre-routing
  Dynamic Pre-routing uses information about the current state of the queues and agents in premises contact centers to make routing decisions, resulting in more efficient balancing of traffic across a multi-site contact center operation. Changes in queue and agent status are updated dynamically at the network router.

Intelligent Routing is just one of ways to use the NGIN platform.