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Cisco Unified Contact Center Enterprise (UCCE) by Gary Ford

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Chapter 13. Data-Driven Routing

This chapter covers the following subjects:

• Why data-driven routing is used

• The different database lookup options available

• Detailed example using UCCE DB Lookup

With the wealth of features available in modern contact center technology, including multiskilled and multimedia agents, outbound dialing campaigns, and intelligent prerouting in the carrier’s network, the ability to influence call routing based on a simple database search is often overlooked.

The complexity that can be achieved through the standard call-scripting tools in Cisco Unified Contact Center Enterprise (UCCE) Script Editor using tools from the script palette, such as the Route Select node or custom functions, often removes the requirement ...

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