Communication Manager passes the Calling Party/Billing Number (CPN/BN) information and routes the call to an adjunct application for screen pop and supervisory transfers with screen duplication.

Communication Manager sends to the adjunct application both caller and prompter information on all incoming calls to a particular number. According to caller information in a database, the application directs Communication Manager to route the call. For example, the call can be routed to a preferred agent, to best customer treatment, or to accounts receivable.

Communication Manager uses Call Prompting to retrieve a customer account number and passes the information to the adjunct for call routing or screen pop.

Communication Manager connects the caller to a VRU, along with caller CPN/BN and DNIS information. The caller interacts with the VRU to direct how the call is handled. Communication Manager verifies the identity of the caller and provide access to database information such as claims status or account balance.

With Direct Agent Call (DAC), an adjunct application can transfer a call to a specific ACD agent and have the call treated as an ACD call and tracked on CMS.

An adjunct application can attach information used by another application to an ICM call using User-to-User Information fields. The adjunct transfers the call, along with the application-specific information, over Primary Rate Interface (PRI) trunk to a CallVisor ASAI application at another Communication Manager. For example, an application at one Communication Manager can determine the account or claim number of the caller and pass the information to a special list on another Communication Manager, where an application transfers the call.