Cisco Systems ICM Software Version 4.5 1.1.1. Where Does the ICR Fit In?

What is the Intelligent CallRouter? 19
1. Overview
1.1.1. Where Does the ICR Fit In?
The Intelligent CallRouter works directly with call centers and the
interexchange carrier (IXC) that supplies the toll-free service. The IXC
is a long-distance telephone company that offers toll-free call routing
services. Figure 2 shows how the Intelligent CallRouter operates
between the IXC network and distributed call centers.
Figure 2: Intelligent Call
Router Overview
The IXC signaling network controls how calls are routed in the public
switched network. In addition to connecting to the signaling network,
the ICR has data connections to each call center peripheral. A peripheral
may be an Automatic Call Distributor (ACD), Private Branch Exchange
(PBX), or Voice Response Unit (VRU). The data connections to each
peripheral provide the ICR with real-time data on agent group and call
activity.
The ICR has two main functions in the call center enterprise: routing
calls and collecting management information. The management
information is used to make informed decisions on where to route calls.
It is also used to monitor and report on call center performance. In a
GEOTEL•Enterprise CTI environment, management data can also used
in a variety of integrated desktop and server CTI applications.
Agent
Groups
ACD, PBX,
VRU
Toll-Free Callers
Intelligent
Call
Router
Call Centers
SCP
Agent, Queue,
CTI data
Call Associated
Data
Call Associated
Data
Calls
Calls
Public
Switched Network
Signaling Network
Service Control Point