Cisco Cisco Administrative Workstation
C H A P T E R
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ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Release 7.0(0)
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ICM-to-ICM Gateway Overview
This chapter provides an overview of ICM-to-ICM Gateway. It discusses the
following topics:
following topics:
•
Business uses for ICM-to-ICM Gateway
•
The ICM-to-ICM Gateway link
•
ICM-to-ICM Gateway call flows
•
ICM-to-ICM Gateway fault tolerance capabilities
•
ICM-to-ICM Gateway system and network configuration requirements
What is ICM-to-ICM Gateway?
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.
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.
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.
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.