Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Configuring enhanced routing

Updated on March 31, 2022

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.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us