What is prerouting policy in SAP CRM-CCI - SAP Contact Center?

SAP Term: prerouting policy

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Enables calls and other contacts to be routed to the Front End application instead of a call center queue in case of a congestion.

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• Key Concepts: 
  Prerouting policy is a feature of the SAP Contact Center (CRM-CCI) that allows incoming calls to be routed to the most appropriate agent or department. It uses a set of rules to determine the best destination for each call, based on factors such as caller ID, time of day, and customer profile. 
  
  How to use it: 
  To use prerouting policy, you must first define the rules that will be used to determine the destination for each call. These rules can be based on caller ID, time of day, customer profile, or any other criteria you choose. Once the rules are defined, they can be applied to incoming calls automatically. 
  
  Tips & Tricks: 
  When setting up prerouting policy, it is important to consider how the rules will interact with each other. For example, if you have two rules that both apply to a particular call, it is important to make sure that they do not conflict with each other. Additionally, it is important to test the rules before applying them in a live environment. 
  
  Related Information: 
  For more information about prerouting policy and how to set up rules for it, please refer to the SAP Contact Center documentation. Additionally, there are many online resources available that provide tips and tricks for using prerouting policy effectively.