IP IVR - Requirements and benefits of ICM integration

[sfrisby]

In order to effectively loadbalance calls to serveral IP IVR's is ICM required to do this ?

We have found that ICM w/ an AVAYA PG at an outsourced call center will add too much complexity in Phase I of our deployment. We have decieded to forgoe this integration and blind transfer the calls to the outsourced vendor.

However I need to get information on what ICM could provide - even though we would not pursue AVAYA ACD integration with an outsourced call center where the agents reside.

[r.siddappa]

In order to effectively loadbalance calls to serveral IP IVR's is ICM required to do this ?

- Yes. Loadbalcingg is done in the ICM scripts.

[arcastil]

Yes in order to perform Load balancing you must use the ICM scripts. Here is a tech tip onhow to configure it in ICM and in the ICM script in orderto load balance with IPIVR. Hope this helps

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_tech_note09186a00803678b0.shtml