Cisco Systems ICM Software Version 4.5 manual Contents

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Contents
Contents
Preface........................................................................................ xiii
Purpose...................................................................................................xiii
Audience..................................................................................................xiii
Organization............................................................................................xiii
Typographic Conventions....................................................................... xiv
Other Publications................................................................................... xv
1. Overview................................................................................. 17
1.1. What is the Intelligent Call Router ?....................................................18
1.1.1. Where Does the ICR Fit In?....................................................... 19
1.1.2. Call Routing................................................................................20
1.1.3. Pre-
Routing ................................................................................21
1.1.4. Post-
Routing ...............................................................................21
1.1.5. Enterprise CTI............................................................................ 21
1.1.6. Call Routing Scripts....................................................................22
1.1.7. Reporting and Monitoring........................................................... 22
1.1.8. Network ICR............................................................................... 23
1.2. The Call Center Enterprise...................................................................23
1.2.1. Services and Skill Groups ..........................................................24
1.2.2. Agents and Agent Teams...........................................................27
1.2.3. Trunk and Network Trunk Groups.............................................. 27
1.2.4. Service Arrays............................................................................ 28
1.2.5. Routes........................................................................................ 29
1.2.6. Other Parts of the Enterprise .....................................................30
1.3. Peripheral-Specific Terminology.........................................................32
2. The Admin Workstation........................................................ 37
2.1. The GEOTEL Admin Workstation Group..............................................38
2.2. Distributor and Client Admin Workstations....................................... 39
2.2.1. Real-Time and Historical Data ...................................................40
2.2.2. Historical Database Server (HDS) .............................................40