i like to know what exactly is the meaning of call routing and call queuing ? im aware that routing happens in Router, and queuing happens in ACD ( PBX ).
But im not able to visualize, what happens internally during these 2 activities ?
Both seems to be doing the same job ie., what i understand is that both these basically FORWARD the incoming call from one device to another device.
i know for sure that my understanding is incorrect. please correct my mistake.
Call Routing is a technology-based term - sometimes referred to as “Intelligent Call Routing” or ICR. This term implies that a series of rules are applied to the information available with the call . Based on the outcome of the rules being applied, a series of instructions would then be sent from the ICR components to the Switch/ACD, to give instruction on what will happen to the call next. This is achieved by Requests/Events being passed from the Routing Server in Genesys (URS), through a TServer, to a PBX/Switch/ACD/Telecoms Network component.
Call Queuing is a telecommunications-based term. The term is applied to any physical line which is engaged by virtue of a live call “parked” on it. This could be for a number of reasons - an example would be the PBX/Switch may Queue a call whilst “Ringing” an Extension, prior to delivery to an Agent.
Is this the sort of level of information you are looking for, or is it something more specific?
The 2 items are, technically, in different theatres. Call Routing is URS/IRD (CTI) and Call Queuing is PBX/ACD (Telecommunications). I don’t think providing a “state” diagram would show you anything other than the fact that they are 2 different technologies…
Maybe something for you to think about, is;
Call Queuing is a physical state on a Switch/ACD Platform.
Call Routing is a series of software decisions and processes on an Intel/UNIX Platform.
There are Stick State diagrams for how Routing can affect Queuing - is that what you mean?
