What is business routing in SAP BC-SRV-COM - Communication Services: Mail, Fax, SMS, Telephony?

SAP Term: business routing

• Component: BC-SRV-COM

• Component Name: Communication Services: Mail, Fax, SMS, Telephony

• Description: The transfer of incoming calls to the most suitable agent or agent group in the contact center. An agent's suitability is determined using specific attributes, business partner group attributes or routing server attributes such as dialing codes. Contact center agents and business partners are grouped and assigned to each other according to specific criteria. This assignment specifies which agents are responsible for which business partners.

Smart SAP Assistant

• Key Concepts: 
  Business routing is a feature of the SAP Communication Services component (BC-SRV-COM) that allows users to define and manage the routing of incoming and outgoing messages. This includes emails, faxes, SMS messages, and telephony calls. It enables users to define rules for how messages should be routed, such as which user should receive a message or which system should be used to send a message.
  
  How to use it: 
  Business routing can be used to define rules for how incoming and outgoing messages should be handled. For example, users can define rules for which user should receive an email or which system should be used to send an SMS message. The rules can also be used to route messages based on certain criteria, such as the sender or recipient of the message.
  
  Tips & Tricks: 
  When setting up business routing rules, it is important to consider the security implications of the rules. For example, if a rule is set up to route all incoming emails from a certain sender to a specific user, then that user will have access to all emails from that sender. It is also important to consider the performance implications of the rules; if too many rules are set up, then it may slow down the system.
  
  Related Information: 
  For more information about business routing in SAP Communication Services, please refer to the official SAP documentation at https://help.sap.com/viewer/product/SAP_COMMUNICATION_SERVICES/latest/en-US.