With Inbound Call Management (ICM), you can integrate Communication Manager features with host-application processing and routing, and automate the delivery of caller information on the display screen of the telephone. You can create a sophisticated system to handle inbound calls for applications such as telemarketing and claims processing.

To implement ICM, you must integrate Communication Manager features, such as ACD, Expert Agent Selection (EAS), Call Vectoring, Direct Agent Call (DAC), and Call Prompting, with an application on a host processor.

The host application or adjunct can be a CallVisor or a personal computer, an IVR system, or a telephony services server serving a local area network, or a vendor application using the CallVisor ASAI. A CallVisor ASAI link between Communication Manager and adjunct allows the adjunct to control incoming call processing and routing.

You can automate and associate an ACD agent telephone display with new and transferred calls, and assist calls to a supervisor. You can display incoming call information such as Calling Party Number (CPN), Billing Number (BN), and Dialed Number Identification Service (DNIS). You can also set up the adjunct to retrieve caller information from a database and display the information on an agent screen, based on the service dialed.