Avaya Advanced Routing with Comstice CTI Router
Intelligent call routing with Avaya and Comstice CTI Router
Influence call routing with CRM lookups and integration with backoffice applications.
What is Avaya Intelligent Routing?
Influence Avaya Call Routing in the contact center by monitoring and redirecting the call to a specific destination, person or a skill.
Last Spoken Agent
Send the caller to the last spoken agent if the call got dropped.
VIP Customers
Different treatment for high value contacts.
CRM Screen-Pop
Enable CRM screen-pop by monitoring the incoming call.
Why Leaders Switch to Comstice CTI Router
On-Premises
Advanced Routing solution on your network.
CT Suite Replacement
Replace your end of life CT Suite Advanced Routing.
Better Customer Experience
Reconnect callers to their account executives.
VIP Customers
Identify and analyze VIP customers using their calling number.
Screen-Pop for Agents
Creates screen-pop, if used with Comstice Salesforce Webphone for Avaya.
Database Integration
Integrates with MS SQL, PostGreSQL and MongoDB
Bundle Comstice CTI Router with
All the Avaya solutions from Comstice can be found here. These are the top three for Comstice CTI Router;
Avaya Salesforce Webphone
Avaya CTI Connector for the screen-pop and click to dial from Salesforce pages. Learn more.
Avaya Agent Portal
Better alternative to Avaya Experiences Portal AXP, with agent webphone, state control and screen-pop. No software installation on agent PCs. No VPN required. Learn more.
Avaya AI Voice Assistant
Create AI Voice Assistant for Avaya for different use cases.Learn more.
Click here for Comstice Orbit, a modern customer service platform that you can run on-premises or in the cloud.
How Comstice CTI Router Works
- A call hits a VDN on CM and runs its associated vector.
- The vector contains an adjunct routing link
step. This is the adjunct routing link process in CC Elite vector programming. - CM sends a CSTA RouteRequest event over the CTI link to AES, which forwards it via TSAPI to whichever client (Comstice CTI Router) has a route registration on that VDN. The request carries call data: ANI, DNIS, UCID, collected digits, UUI, VDN variables, and any data the vector has gathered through IVR steps.
- Comstice CTI Router evaluates the request against its workflow logic — typical inputs are CRM dips (last-agent lookup, customer tier, open case), time-of-day, business rules, real-time queue stats pulled via TSAPI monitors, language preferences, and any data passed in UUI/UCID. Comstice CTI Router automatically directs users to the customer service agent who is best equipped to answer their question, which is exactly what this decision engine does.
- Comstice CTI Router returns a RouteSelect message naming the destination — usually a target VDN, sometimes a specific skill, sometimes a direct agent extension — and can attach UUI for screen-pop downstream.
- The vector continues; CM queues the call to the chosen skill or sends it to the destination VDN, which has its own queue-to-skill vector.
Preferred By
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Features, Architecture, and Project Plan
Get all the details about Comstice CTI Router for Avaya Advanced Routing including features, architecture, and the sample project plan.
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Comstice CTI Router for Avaya FAQ
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What is the license model for Comstice CTI Router?
It is based on the maximum number of concurrent sessions to monitor.
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Do I need additional licenses on Avaya?
You will TSAPI Advanced licenses and you may need increased Adjunct Routes capacity on Avaya CM if you have more than 50.000 calls a day. DMCC station licenses may be needed if Comstice Salesforce Webphone will also be used.
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Which CRMs and third-party platforms Comstice CTI Router can integrate with?
CRM applications like Salesforce, MS Dynamics offer API based integration. Comstice CTI Router uses that. It can integrate with any RESTFul API supported platforms. It can also integrate with databases such as MS SQL, PostGreSQL and MongoDB.
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Is this solution on-premises or in the cloud?
Comstice CTI Router is designed to be run on-premises. Comstice can host it for your organization as well or you can run it on your Azure Kubernetes Cloud.
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Does Comstice CTI Router Assist support Kubernetes?
Yes, you can run it on your Kubernetes environment or Azure Kubernetes as well.