Manual

Chapter 1 ICM-to-ICM Gateway Overview
ICM-to-ICM Gateway Call Flow
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ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions Release 7.0(0)
Step 7 If this was a translation routed call, the ACD connected to the Server ICM
requests the call detail information from the PG where it has been waiting since
Step 4 and sends the call to an agent.
Post-Routing
Figure 1-5 illustrates a call flow scenario for a post-routed call transfer from one
ICM to another.
Figure 1-5 Example Post-Routing Call Flow
Step 1 A call terminates at an ACD that is connected to the Client ICM. This can be a
pre-routed call or a call sent there without ICM control.
Step 2 The agent initiates a post-route request in one of two ways:
a. The agent transfers the call to a special number on the ACD, which prompts
the ACD to issue a post-route request to the Client ICM.
b. The agent sends a call transfer request to the CTI Server (not shown). This
transfer request must have the post-route flag set, so that a post-route request
is issued to the Client ICM before transferring the call.