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In release 6.x (and earlier), inbound call routing functionality was offered through the use of database stored procedures that were invoked by the CTI Inbound Call Router server component. In release 7.x, this component is no longer available.
In release 7.x, inbound call routing capability can be implemented using Siebel Universal Queuing, which can support a multichannel environment by using a single routing engine to route inbound work items of various channel types, including voice calls or email requests. For more information, see Siebel Universal Queuing Administration Guide.
As in previous versions, inbound routing of voice calls can still be implemented using routing capabilities of an ACD (Automatic Call Distributor) system. ACD routing for voice calls can be implemented alongside of a Siebel Universal Queuing implementation for routing work items of other channel types.
|Siebel Communications Server Administration Guide|