Orax SDI Cloud Reference

Call Routing and Task Assignment

For a Service Call or Task to appear in your Items to Resolve list (to do list) it has to be assigned to you. Tasks are created with an assignee, but Service Calls are created without an assignee (in most cases). When a client creates a Service Call, they only detail the nature of the problem, but have no idea who has to resolve it. Service Calls are typically created by an email request or a phone call.

In Orax SDI there are two basic routing methodologies used to assign a Service Call to a technician or consultant in order for them to service the customer. The first (default) methodology is to use a human routing team. This is a group of people who analyse new Service Calls and then assign/route them to the best candidate/technician. This is helpful when you have a large group of technicians and possibly different teams in your company who work on Service Calls. It also allows for humans to filter and correct the data before it gets to the actual technician to ensure the detail is correct and informative.

The second option is to use Round-Robin Routing. This is where a team of technicians is defined and the system assigns each new Service Call to the next person in the line, thus distributing the Service Calls equally among the team. This is handy for smaller teams or teams that service the same type of requests. There is no intelligence or filtering in the routing process, the next Service Call is simply assigned to the next person in the team.

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If using the first routing methodology - when a Service Call enters the system (via email) or is created in the Portal, it does not have an assignee and enters the "Unrouted Calls" queue. A Service Call will wait in the queue until someone assigns it to someone. A Call Route Team is defined in the System settings. This is a number of internal users that will be notified when 'n new Service Call is created. One of them has to route the Service Call to the correct technician or consultant.

In this "manual" process, Orax SDI is also able to do some automatic routing of a Service Call when the auto-routing parameter is activated. When auto-routing is enabled, the system will derive the Location and Assignee using the email address of the Service Call owner. For this to work, the relevant Location has to have a Primary Technician setup as well as have a Site Customer Contact Email. The domain of this email address is compared with the domain of the Service Call Owner (sender). If it matches, the Service Call is linked to the Location. Once a Location is linked, the system will lookup the Primary Technician and assign the Service Call. If either the Primary Technician or Customer email is not setup, the Service Call will not be routed automatically, but wait in the "Unrouted queue".

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Finally, when using the Wide-Area-Monitoring system, your Service Calls created as a result of a monitoring/metric issue will be assigned directly to the Metric owner. See Wide-Area-Monitoring for more detail on this.