Manual

Chapter 1 ICM-to-ICM Gateway Overview
ICM-to-ICM Gateway Call Flow
1-2
ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Release 7.0(0)
• Two corporations (for example, a bank and an insurance company), each of
which has a contact center that uses an ICM, merge. It may often be desirable
to transfer a call between the two companies; for example, to sell insurance
to a bank customer.
• A customer calls a hotel to make a reservation. The hotel agent then asks the
customer if he/she also needs to rent a car, and then transfers the customer to
a car rental agent.
• A company uses an outsourcer to handle part of its overflow traffic. For
example, the company service department handles paid support calls in-house
but transfers warranty service requests to the outsourcer.
• A multi-national corporation encompasses several geographic regions; each
geographic region has its own ICM.
In all these cases, ICM-to-ICM Gateway enables the call-related data to be
transferred along with the call so the customer does not need to supply this
information again.
ICM-to-ICM Gateway Call Flow
Figure 1-1 illustrates basic ICM-to-ICM Gateway call flow.
Figure 1-1 Basic ICM-to-ICM Gateway Call Flow