What is route in SAP CRM-CCI - SAP Contact Center?

SAP Term: route

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A way to take a call to a specific destination. Typically includes settings for the priority, gateway equipment, codec used, masks and prefixes.

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• Key Concepts: 
  A route is a set of instructions that define how incoming calls are handled in the SAP Contact Center Infrastructure (CRM-CCI). It defines the order in which calls are routed to agents, as well as the criteria for selecting agents. It also defines the actions that should be taken when a call is not answered or is disconnected. 
  
  How to use it: 
  Routes can be configured in the CRM-CCI system. The route configuration includes setting up the order of agents, defining criteria for selecting agents, and setting up actions to be taken when a call is not answered or disconnected. The route can also be configured to include additional features such as call forwarding, voicemail, and automated messages. 
  
  Tips & Tricks: 
  When configuring a route, it is important to consider the needs of your organization and the type of calls that will be handled. For example, if you are expecting a high volume of calls, you may want to configure a route that prioritizes certain types of calls over others. Additionally, it is important to consider the availability of agents when configuring a route. 
  
  Related Information: 
  For more information on configuring routes in CRM-CCI, please refer to the SAP Help documentation. Additionally, there are several online resources available that provide step-by-step instructions on how to configure routes in CRM-CCI.