Contact center software typically has a call routing server that can contact external systems for augmented routing information. Enhanced routing is a mechanism that provides your call routing server with an option to get additional information from Pega Call, which the server can use to determine a routing destination for calls.
When a customer calls in, you can configure the Pega Platform system to query the database for specific information and, based on the result, route the call to a higher priority queue. Enhanced routing works with the routing logic in your automatic call distributor (ACD) to make advanced routing decisions.
Pega Call supports enhanced routing for Avaya AES and Cisco links. For Avaya AES links, enhanced routing is achieved through route points; for Cisco links, enhanced routing works through application gateways.