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The Unified ICM bases pre-routing decisions on real-time data gathered by the PGs at the call
center sites. Unified ICM then runs the appropriate script that defines how the call is to be
routed.

A pre-routing request therefore determines the initial destination for a call.

Post-Routing

Post-routing is a routing decision made after the call has initially been processed at a VRU or
call center. Post routing enables Unified ICM to process calls when an ACD, VRU, or PBX
generates a route request via the PG.

Unified ICM executes scripts to process the route request and return the destination address.
This directs the ACD/PBX to send the call to an agent, skill group, service or Call Type in the
same call center or at a different call center. In making a post-routing decision, Unified ICM
software can use all the same information and scripts used in pre-routing.

A post-routing is sent by the peripheral to refine the original route or redirect the call.

Note: Your ACD Supplement Guide describes the features of Unified ICM post-routing available
with the ACD, as well as any considerations you should be aware of when using post-routing
or Translation Routing on the PG.

Translation Routing

Translation routing is the term used when additional information is sent along with a call.

This is necessary because the carrier can deliver voice, but has no way to deliver data to the
peripheral.

Unified ICM software works with the PG to deliver the call to the final destination on the
peripheral and to ensure that the appropriate information collected for the call is also delivered
to the agent's desktop.

Once the data is delivered to the peripheral, the PG receives back information about which agent
the call will be sent to.

You define Translation Routes with the Configuration Manager, using the Translation Route
Wizard.

Note: Refer to your ACD Supplement Guide to see if your ACD supports translation routing
and for any considerations you should be aware of when using translation routing on the PG.

Translation routing is always used when a call moves from one peripheral to another. A call
can also be translation routed from the network.

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The term ICM TranslationRoute is used when calls are translation routed to a peripheral that
is an ACD.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)