3300 ICP General Information Guide
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• Packaged integration. Interactions can be managed from beginning to end within the
boundaries of the product through supported Interactive Voice Response (IVR) routing,
queue handling, voice messaging, and voice recording functions. Alternatively, external
systems can be utilized to support these functions through interoperability.
• System partitioning. Users and interactions can be displayed, managed, and tracked in
logical groups through the use of queues, queue groups, and workgroups.
• Flexible levels of fault tolerance. A number of different configurations are supported allowing
various levels of fault tolerance and recovery, from disk mirroring to system fail over to truly
redundant constant computing.
• Seamless, comprehensive, transactional data collection. Volumes of contact centre data
are collected and shared, providing insightful knowledge that supports best business
practices at administrative, operational, and management levels. Report scheduling, Web
publishing, and a fully supported interface to Seagate Crystal Reports™ allows complete
customization of content and presentation to address business needs.
• Access to archived interactions. The Interaction Vault allows the contact center managers
and agents to search and query the Decision Management System database with a variety
of historical searches that include the viewing of all types of interactions, and all of their
associated detail (i.e., date and time of interaction, agent taking part in interaction, type of
interaction, etc.).
• Customizable Interaction Prioritization. Allows the organization to use business rules to
determine the prioritization of interaction handling.
• Interaction Queue Management. Queued Interaction Manager (QIM) is a Web-based utility
provides an efficient method to manage queue space by allowing multiple deletions of
unwanted interactions such as e-mail, voice mail, and call-backs from the queue.
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