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1. Overview
1. Overview
The GEOTEL Intelligent CallRouter (ICR) improves the level of
customer service offered by geographically distributed call centers. The
Intelligent CallRouter’s main function is to route toll-free calls to the
most appropriate agent or answering resource available. The system also
provides a set of computer telephony integration (CTI), reporting,
monitoring, and scheduling tools that help you to manage a distributed
call center enterprise.
This chapter provides an overview of the Intelligent CallRouter and
describes its role in a multiple call center environment.