Contacts Routing Server - Huawei Products
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Contacts Routing Server

Intelligent routing platform is the core component in Huawei contact center solution. It supports unified routing for multimedia channels. Users can use voice call, video call, email, website, fax, and social media connecting to contact center. Customer can enjoy contact center services any time any place using any terminals. Intelligent routing platform provides multiple development interfaces. Enterprise can integrate contact center with their DB, CRM, or other application.

Multimedia connection and uniform routing

  • Intelligent routing platform supports multimedia channels connection. It is a multimedia contact center, not only a voice contact center.
  • System supports uniform routing feature. Agent can have multiple media ability. System can choose suitable agent based on strategy. Supervisor does not need to adjust agent skill based on call traffic. This can increase operation efficiency and agent usability.

Flexible routing and queue

  • Supervisor can customize routing script which can provide flexible routing strategy. Incoming calls in work time can be transferred to agent; incoming calls in holiday time can be transferred to IVR which can ask customer to leave voice mail. Routing script also can inquire customer level from DB or CRM system, VIP customer can be served by VIP agent, common customer should have IVR service firstly. This can ensure that expansive agent resource should serve VIP customer firstly.
  • When customer is waiting in the queue, system can play welcome message, estimated waiting time, queue position, etc. Customer will acquire better service experience.

Hosting Contact Center

  • Administrator can create several logical contact centers on one physical contact center. System can assign suitable resource (agent, IVR) to each virtual contact center. So each contact center will have independent access number, independent agent, independent IVR and independent management system.
  • Enterprise just needs to rent a virtual contact center. They do not need to buy a contact center and operate this contact center. So the CAPEX will be very low.

Multi-sites contact center

  • Independent contact centers in different sites are independent with each other. Incoming calls in each contact center only can be distributed in this contact center; other contact center resource cannot be shared by this contact center. If one contact center is busy, another contact center has many idle agents; idle agents cannot be shared.
  • Using Huawei multi-site contact center feature, these independent contact centers can be load balance with each other. Resource can be distributed uniformly.

Open platform

  • Multiple development interface for ISV. They can be used for 3rd party CRM and DB system integration.
  • Provide TSAPI interface for 3rd party CTI system integration.
  • Mainstream CRM system integration.
  • Development document and technical support hotline.

Parameter Maximum capacity
Concurrent PSTN/VoIP calls 20000
Number of concurrent Agents 5000
Total number of Agents 20000
Number of skill queues 2000
Number of skills for an agent 2000
Number of Supervisors 300
Number of Customer Levels 255
Number of Access codes 200
Maximum number of VDN/VCC 300
Maximum number of Network Contact Centers 300