What is Directory and Availability Interface in SAP CRM-CCI - SAP Contact Center?

SAP Term: Directory and Availability Interface

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A server-to-server interface that provides directory data and presence information

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• Key Concepts: 
  The Directory and Availability Interface (DAI) Component is part of the SAP Contact Center Infrastructure (CRM-CCI). It is a web service that provides a directory of contact center agents and their availability status. It allows contact center agents to be managed in a centralized way, making it easier to manage agent availability and routing. 
  
  How to use it: 
  The DAI Component can be used to manage contact center agents in a centralized way. It provides a directory of agents and their availability status, which can be used to route calls to the most appropriate agent. It also allows for the creation of agent groups, which can be used to assign specific tasks or roles to certain agents. 
  
  Tips & Tricks: 
  When using the DAI Component, it is important to ensure that the directory of agents is up-to-date and accurate. This will ensure that calls are routed to the most appropriate agent. It is also important to ensure that the availability status of agents is accurate, as this will ensure that calls are routed to available agents. 
  
  Related Information: 
  The DAI Component is part of the SAP Contact Center Infrastructure (CRM-CCI). For more information on CRM-CCI, please refer to the SAP Help Portal.