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ICM is a native integration that delivers Automatic Number Identification (ANI) and Dialed Number Identification Service (DNIS) information from a Nortel DMS-100 or Nortel SL-100 switch to a Nortel Integrated Voice Response (IVR) system. This suite of products provides an open, yet integrated environment for enhanced voice processing, call/data delivery, screen pops and other call center-related applications in client/server installations.

• Provides for digital call transfers which save up to 4 seconds per call.
• Enables ACD agents to digitally login and logout of IVR ports, providing significantly faster login / logout than traditional DTMF functionality.
• IVR-Symposium Call Center Server (SCCS) Integration Package allows different caller treatments based on queue information. This enables a matching of caller needs to agent skills, and also allows the call center to offer preferred customer treatment and priority.
• Enables IVR applications to provide "Estimated Wait Times" and other "Time in Queue" Applications based on information passed to the IVR from SCCS.
• The IVR-TAPI Integration Package enables the passing of screen pops with customer-entered data, thereby providing better agent information and eliminating the need for customers to provide information multiple times.