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

SAP Term: switching route

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A configuration for making and receiving external calls, and calls to the end points that are reached via a SIP bridge.

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• Key Concepts: 
  Switching route is a feature of the CRM-CCI SAP Contact Center Infrastructure that allows for the routing of incoming calls to the most appropriate agent. It is based on a set of rules that determine which agent should receive the call. The rules can be based on factors such as the caller's location, the type of call, or the caller's profile. 
  
  How to use it: 
  To use switching route, you must first define the rules that will be used to determine which agent should receive each call. This can be done in the CRM-CCI SAP Contact Center Infrastructure's administration console. Once the rules have been defined, incoming calls will be routed to the most appropriate agent according to those rules. 
  
  Tips & Tricks: 
  When setting up switching route, it is important to consider how often the rules should be updated. If the rules are not updated regularly, they may become outdated and no longer accurately reflect the needs of your contact center. Additionally, it is important to ensure that all agents are aware of the switching route rules so that they can properly handle incoming calls. 
  
  Related Information: 
  For more information about switching route and other features of CRM-CCI SAP Contact Center Infrastructure, please refer to SAP's official documentation. Additionally, there are many online resources available that provide tutorials and tips for using this software.