Cisco Cisco Administrative Workstation Guía Del Usuario

The ICM System can be deployed with different types of Peripheral Gateways to meet the call
center needs in your enterprise.

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Deployments with Enterprise Routing

In this deployment, the Unified ICM system is configured with Peripheral Gateways (PGs) that
can connect to legacy ACDs using any of the supported TDM PGs (Aspect, Avaya and so forth)
as well as the Unified CC Gateway PGs.

When the Unified ICM software is configured with these types of PGs, the call treatment and
queuing (ACD queuing) is provided by the ACD. That is, it is the ACD that controls the queuing
and chooses the agent required to handle the call.

The Unified ICM software is primarily used for intelligent call routing to sites and consolidated
reporting for these ACDs. Optionally the Unified ICM software can be used to provide initial
call treatment and/or enterprise queuing (Enterprise queue). In this case the call is routed to a
site when an agent becomes available.

The ACD offers the call to agents based on skill definitions on the ACD. If an agent is not
available, the ACD queues the call (in the ACD queue) and then directs the call when an agent
becomes available.

This illustration shows the Unified ICM system connected to two PGs for legacy ACDs and to
a network VRU.

Figure 9: Deployment with Enterprise Routing

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When calls are routed to an ACD, call treatment is provided on the ACD and the ACD controls
the queuing.

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