Online’s Database Driven Routing Solution (DDRS) implements call routing best practices using Genesys routing strategies and a custom routing database. By implementing DDRS, customers leverage Online’s extensive routing design experience and well tested flexible solutions which are built from the ground up to provide consistent and accurate Info Mart reporting of every call.

Flexibility

• Routing target progressions for each call type can be added or modified with no changes to strategies.
• Music on hold and marketing messages can be configured differently for each specific call type.
• Hours of operation, holidays and outage schedules are configurable for each target.
• Routing targets can be defined as Virtual Agent Groups, Skill Expressions, Switch DNs or DIDs.

Maintainability

• Use of subroutines encapsulating manageable routing logic enables quick diagnosis of production issues.
• Carefully designed inputs and outputs of subroutines make modifications easier with minimal impact to the overall strategy.

Reusability

• Whenever possible, generic logic is grouped together in its own subroutine for reuse in multiple strategies. An example of reusability is the “logError” subroutine. All logging of errors in Online’s DDRS is made through this subroutine which standardizes the formatting of error log entries and the attachment of KVP error codes.

Testability

• Subroutines are designed with testing in mind. This approach flushes out routing defects early in the development cycle and makes automated testing easier.