Cisco Cisco Administrative Workstation Installation Guide
Chapter 7 IVR Planning
Reviewing IVR Configuration Options
7-6
Cisco ICM Enterprise Edition Pre-installation Planning Guide Release 6.0(0)
Network-Side IVR with IVR and ACD PGs
The next configuration option places the IVR on the network side of the ACD. In
this configuration, the IVR is connected to the network and potentially to the
ACD. The IVR can receive calls directly from the network without ACD
involvement. These calls might be pre-routed by the ICM, but this is not a
requirement.
this configuration, the IVR is connected to the network and potentially to the
ACD. The IVR can receive calls directly from the network without ACD
involvement. These calls might be pre-routed by the ICM, but this is not a
requirement.
The IVR may also receive calls from the ACD (for example, when an agent
transfers a call to the IVR). Again, these calls may or may not have been routed
by the ICM.
transfers a call to the IVR). Again, these calls may or may not have been routed
by the ICM.
shows an example.
Figure 7-4
Network-Side IVR with IVR and ACD PGs
- ACD Peripheral Interface
- Enterprise IVR software
TCP/IP
Caller
IVR
Public Switched
Network
ACD/PBX
Agent
PG
Host Application
NIC
Host Link
Trunk s
Trunk s
ICM Central
Controller
Gateway SQL
or Gateway
(optional)
TCP/IP
(To ICM System)