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Intelligent Call Manager (ICM)
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(Nortel)
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 ICM is a native integration that delivers Automatic Number Identification (ANI) and Dialed Number Identification Service (DNIS) information from a Nortel DMS-100 or Nortel SL-100 switch to a Nortel Integrated Voice Response (IVR) system. This suite of products provides an open, yet integrated environment for enhanced voice processing, call/data delivery, screen pops and other call center-related applications in client/server installations.
Key Features:
Provides for digital call transfers which save up to 4 seconds per call.
Enables ACD agents to digitally login and logout of IVR ports, providing significantly faster login / logout than traditional DTMF functionality.
IVR-Symposium Call Center Server (SCCS) Integration Package allows different caller treatments based on queue information. This enables a matching of caller needs to agent skills, and also allows the call center to offer preferred customer treatment and priority.
Enables IVR applications to provide "Estimated Wait Times" and other "Time in Queue" Applications based on information passed to the IVR from SCCS.
The IVR-TAPI Integration Package enables the passing of screen pops with customer-entered data, thereby providing better agent information and eliminating the need for customers to provide information multiple times.
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