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| ICM Gateway |
A construct that allows one ICM system to forward a request to another ICM. You can configure an ICM gateway in Configure ICM and reference in the ICM Gateway node in a routing script. |
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| Independent Variable |
An input variable from which the dependent variable can be predicted. For example, if "satisfaction with talk time" were the dependent variable, then "talk time" would be the independent variable from which satisfaction could be predicted. |
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| Integrated Voice Response (IVR) |
Integrated Voice Response unit. An application that provides full-featured integrated voice response capability to answer inbound calls, perform database lookups, re-direct calls automatically, etc. |
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| Intelligent Call Processing (ICP) |
AT&T’s name for the facility that allows third-party products such as Cisco ICM software to pre-route calls. |
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| Intelligent Contact Manager Software |
The Cisco system that implements enterprise-wide call distribution across call centers. ICM software provides pre-routing, post-routing, and performance-monitoring capabilities. |
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| Interexchange Carrier |
A long-distance telephone company such as AT&T, MCI or Sprint. |
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| Interflow |
Calls that flow out of the ACD to another site, a voice mail system, or telephone number that is not part of the ACD environment. When an ACD group cannot handle all the calls coming in, the call can be manually or automatically inter-flowed to another site. This feature allows calls to be rerouted to a predefined destination |
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| Internal Metrics |
These are generated by computers internal to call center technology (PBS, ACD, or VRU) or through departments such as Accounting, Finance, or Human Resources. Internal metrics are commonly perceived as "hard" numbers. Examples include average handle time, queue time, and abandon rate. This is generally not representing the view the customer has of your company. |
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| Intraflow/Overflow |
Calls that flow between agent groups within an ACD. Typically, it is based in an effort to balance workload and minimize caller delay. |
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| Invisible Queue |
A situation in which callers are waiting and have no way of knowing how long the waiting line is. |
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| IP AA |
IP Automated Attendant. A Cisco IP application that automatically answers and directs inbound calls. |
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| IP CC |
IP Contact Center. A Cisco IP application that provides a complete call center solution. |
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| IP ICD |
IP Intelligent Call Distribution. A Cisco IP application that provides help desk and informal call center functionality. |
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| IP Phone |
IP telephone. A phone that transports voice over a network using IP data packets instead of circuit-switched connections over voice-only networks. Full-featured IP phones can be plugged directly into an IP network and used very much like a standard private branch exchange (PBX) telephone. |
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| ISP |
Internet Service Provider. Company that provides Internet access to other companies and individuals. |
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