Cisco Cisco Administrative Workstation Installation Guide

Often, the caller can get all the information he or she needs through simple 
interaction with the IVR. In some cases, however, the IVR needs to transfer 
the caller to an agent or another call resource.

In some configurations, the IVR can invoke Post-Routing to select an agent 
from anywhere in the call center enterprise. To do this, the IVR sends a route 
request to the PG. The PG forwards the request to the ICM system, which 
responds with a new destination for the call. The PG returns the new 
destination to the IVR. The IVR then signals the ACD or network to send the 
call to the specified destination.

The way in which an IVR is integrated into the ICM system affects the flow of 
call processing and determines the types of data the ICM can collect from the 
IVR. For example, an IVR that has a direct interface to an IVR PG (as shown in 

) provides the ICM system with data that can be used in call routing, 

monitoring, and reporting. A configuration in which the IVR has an interface only 
to the ACD has more limited capabilities.

You can integrate IVRs into the ICM system in several different ways. Each 
integration option provides a different set of ICM functionality.

In this option, the IVR is attached only to the ACD. The ACD, in turn, is attached 
to a PG. The PG is running the Cisco peripheral interface software (PG software 
process) required to communicate with the specific type of ACD. There is no 
direct interface between the IVR and the ICM system (in other words, an IVR PG 
process is not implemented). See 

.