amritpatek Tue, 03/24/2009 - 08:35
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When a call arrives at a Computer Telephony Integration (CTI) route point, a route request is directed to the Cisco Intelligent Contact Management (ICM), which provides a label to direct the call to the IP Interactive Voice Response system (IVR) in a Cisco IP Contact Center (IPCC) Enterprise or Express environment. This document describes how to route a call when a Peripheral Gateway (PG) fails or has already failed.


http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801f66ca.shtml


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