Cisco Cisco Administrative Workstation

ICM-to-ICM Gateway extends the ICM software capability by allowing agents to 
simultaneously post-route calls and supply additional call-related information to 
a second agent on a different ICM. This enables the initial agent to pass on 
gathered information without the customer’s needing to repeat it to the second 
agent. 

Following are some business scenarios where ICM-to-ICM Gateway functionality 
can be particularly useful. 

A customer calls the institutional department of a financial corporation for 
customer service assistance with a company-sponsored 401k. The customer 
then asks to be transferred to the retail department to obtain assistance with a 
personal account.

Two corporations (for example, a bank and an insurance company), each of 
which has a contact center that uses an ICM, merge. It may often be desirable 
to transfer a call between the two companies; for example, to sell insurance 
to a bank customer.

A customer calls a hotel to make a reservation. The hotel agent then asks the 
customer if he/she also needs to rent a car, and then transfers the customer to 
a car rental agent.

A company uses an outsourcer to handle part of its overflow traffic. For 
example, the company service department handles paid support calls in-house 
but transfers warranty service requests to the outsourcer.

A multi-national corporation encompasses several geographic regions; each 
geographic region has its own ICM.

In all these cases, ICM-to-ICM Gateway enables the call-related data to be 
transferred along with the call so the customer does not need to supply this 
information again.