Filter
Top Products
iii
Contents
Contents
Preface........................................................................................ xiii
Purpose ...................................................................................................xiii
Audience..................................................................................................xiii
Organization ............................................................................................xiii
Typographic Conventions....................................................................... xiv
Other Publications ................................................................................... xv
1. Overview................................................................................. 17
1.1. What is the Intelligent Call
Router
?....................................................18
1.1.1. Where Does the ICR Fit In? .......................................................19
1.1.2. Call Routing................................................................................20
1.1.3. Pre-
Routing
................................................................................21
1.1.4. Post-
Routing
...............................................................................21
1.1.5. Enterprise CTI ............................................................................21
1.1.6. Call Routing Scripts....................................................................22
1.1.7. Reporting and Monitoring...........................................................22
1.1.8. Network ICR...............................................................................23
1.2. The Call Center Enterprise...................................................................23
1.2.1. Services and Skill Groups ..........................................................24
1.2.2. Agents and Agent Teams...........................................................27
1.2.3. Trunk and Network Trunk Groups..............................................27
1.2.4. Service Arrays............................................................................28
1.2.5. Routes ........................................................................................29
1.2.6. Other Parts of the Enterprise .....................................................30
1.3. Peripheral-Specific Terminology.........................................................32
2. The Admin Workstation ........................................................ 37
2.1. The GEOTEL Admin Workstation Group..............................................38
2.2. Distributor and Client Admin Workstations.......................................39
2.2.1. Real-Time and Historical Data ...................................................40
2.2.2. Historical Database Server (HDS) .............................................40