i have a question regarding ICM enterprise, i have more than one application and different databases, and i need ICM to interact with each database to get the required data to present it as pop-up on the desktop agent through cti? is integration between ICM and more than one application applicable, and waht do i need to have for this integration to take place?
you can interact with more than database while you use to search the record the primary key column in the table. You should think that when you configure at ICM a database connection, if you use redundancy side A and side B are different servers and you could set different database name so.
You could used ICM by creating a database lookup and using DBWorker. However, I recommend you use a peripheral (e.g. IP-IVR, CVP) to do all your database transactions. Then pass that information back to ICM to present as a screenpop.
Just as a follow-up to Riccardo's statement, ICM has many opportunities for data integration. You first need to decide what you are using that data for.
- Call Routing Decisions. If you are performing external database lookups to pull data into ICM to make advanced call routing decisions then what Riccardo describes if the first part of his email is important. This would be something like taking an account number entered in the IVR and then performing a lookup via ICM to determine the value of the customer such as a Premium-type customer that would maybe get a premium call treatment.
- Screen Pop data for the agents. While some of this data can be presented by ICM (you are limited in payload) if you are trying to deliver data by ICM that already exists elsewhere then this is a ripe solution for custom CTI work. Give a specific value to the custom desktop (like customer ID) and have the desktop perform the data lookups to the existing databases.
I'm not aware of any specific training on what you describe. ICM product classes are the best place to start to learn the extreme flexibility of the product. You mention CVP; that's a VXML based IVR platform that is a peripheral to ICM (also standalone). There is as much (if not more) data integration points with that IVR product as well.
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The short answer is that you don't.... That isn't entirely true while at
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