ICM CallRouter

The ICM CallRouter receives routing requests and determines the best destination for each request. It also collects information about the entire system. The ICM CallRouter and the ICM Logger run on the Central Controller, a computer which accumulates data about the requests it has routed.

Real-time call and agent group status data arrives at the Central Controller from the Peripheral Gateways, which are constantly monitoring activity at each contact center. The CallRouter acts as the real-time server. The CallRouter is responsible for providing real-time data to one or more Distributor Admin Workstations (AWs) at each admin site. Client AWs at the site receive their real-time data through a connection to a distributor AW. These AWs are called Client AWs because they do not have the local database and Distributor processes required to receive real-time data directly from the CallRouter.