What is the Intelligent CallRouter? 21
1. Overview

1.1.3. Pre-

Routing
The Intelligent CallRouter uses Pre-Routing® to ensure that incoming
calls reach the appropriate agent resource the first time. In Pre-Routing,
the ICR executes routing decisions before the call terminates at a call
center.
As shown in Figure 3, every time a caller dials the toll-free number, the
IXC passes a routing request through the signaling network to the
Intelligent CallRouter. The interexchange carrier acts as a routing
client, while the Intelligent CallRouter acts as the routing server.
The IXC routing request includes information about the call such as

Number dialed.

Calling Line ID (CLID) or Automatic Number Identification (ANI).

Caller Entered Digits (CED).

The final routing decision, or the call’s destination, is contained in a
routing label which the ICR returns to the interexchange carrier. The
carrier is then responsible for connecting the call and maintaining the
voice path.

1.1.4. Post-

Routing
Optionally, the ICR can perform the same routing functions used in
Pre-Routing for transfers and internal calls (that is, for calls originating
at a call center or another agent location). The ICR uses Post-Routing®
to make these “secondary” routing decisions. Post-Routing also lets you
implement intelligent transfer applications in which calls are routed
between agents and VRUs. Post-Routing ensures that subsequent call
transactions are routed in a timely manner to an appropriate resource.
In Post-Routing calls, the ICR uses the same routing scripts and call
processing as it does in Pre-Routing calls. The difference is that the
peripheral (ACD, PBX, or VRU) generates the routing request rather
than the IXC. The Intelligent CallRouter processes the routing request,
returns a destination address (routing label), and then directs the
peripheral to send the call to the best resource available.

1.1.5. Enterprise CTI

As an enterprise call routing system, the ICR collects data from different
systems and telecommunications environments throughout the call
center enterprise. Often these systems are implemented on
heterogeneous hardware and software platforms and distributed across
multiple sites. GEOTEL•Enterprise CTI gathers enterprise call and
transaction data from these dissimilar systems and makes it available to
agent desktop and CTI server applications.