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20 Overview
1.1.2. Call Routing
A typical ICR-routed call goes through the following stages.
Figure 3 illustrates these stages in detail.
The Intelligent CallRouter is constantly receiving data from call
centers on agent availability, queue status, and call handling
performance.
ô A caller dials the toll-free number.
í The Local Exchange Carrier (LEC) passes the call to the IXC.
Figure 3: ICR Call Flow Diagram
÷ The IXC signaling network sends call information from its computer
(the Service Control Point (SCP)) to the ICR in the form of a routing
request.
û The ICR, using the information from the IXC routing request and
the data it has been receiving from call centers, determines the best
agent group based on skills, current agent availability, and queue
status.
ø The ICR returns a routing label (destination) for the call to the IXC.
ù The IXC then connects the call to the ACD where an appropriate
agent is located.
5
Intelligent Call
Router
SCP
1
4 6
2
3 7
BT Signaling
Network
ICR