The Cisco Intelligent Contact Management (ICM) software (formerly Geotel Intelligent CallRouter (ICR)) allows you to create an enterprise-wide virtual call center and provide improved call distribution performance. The Cisco ICM custom server enables a Blueworx Voice Response system to communicate with Cisco ICM over a TCP/IP link. The ICM gathers information about the state of the trunks on the Blueworx Voice Response system, and about the calls that are processed. Blueworx Voice Response for AIX supports Cisco ICM Version 7.
You can use the data collected by the Cisco ICM to balance your call load by monitoring the load in real-time. You can see how your system is used by using the reports of inbound calls, outbound calls, abandoned calls, and the services that have been used. The Cisco ICM also provides a call routing function.
Blueworx Voice Response can also be integrated with Genesys CTI server.