Cisco Systems ICM Software Version 4.5 x Contents Figures

x Contents
Figures
Figure 1: ICR Call Routing.................................................................................. 18
Figure 2: Intelligent Call
Router Overview........................................................... 19
Figure 3: ICR Call Flow Diagram........................................................................ 20
Figure 4: Service and Skill Group Hierarchy....................................................... 24
Figure 5: Enterprise and Peripheral Services..................................................... 25
Figure 6: Enterprise and Peripheral Skill Groups ...............................................26
Figure 7: Agent Hierarchy................................................................................... 27
Figure 8: Network and Peripheral Trunk Groups................................................ 28
Figure 9: Service Arrays ..................................................................................... 29
Figure 10: Routes ............................................................................................... 30
Figure 11: Enterprise and Peripheral Reporting .................................................42
Figure 12: Sample Report................................................................................... 45
Figure 13: Web View Report............................................................................... 47
Figure 14: Enterprise Service Calculation Examples ....................................... 146