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Cisco Intelligent Contact Manager

Home > Software Services > Case Study > Cisco Intelligent Contact Manager

Cisco System's Intelligent Contact Manager (ICM) is a network-based software platform that enhances the capacity and services of virtual call centers (a call center that is spread over multiple physical locations) by providing real-time call routing information. For virtual call centers, Cisco ICM can decide where to route the call based on type of call, time of day, information requested by user, skill sets available at the call center, load at call center, etc. When the call comes in at a particular call center after pre-routing, Edify communicates with Peripheral Gateway (PG) of the Cisco ICM so that the call status can be updated, the load at the call center can be monitored and the ICM can instruct Edify how to process the call further.

The Role of Axis

Cisco ICM integration has been a part of the Edify platform for a while but did not support the full range of the ICM capabilities. The job of Axis' developers was to upgrade the platform to include support for the Extended Call Control variables and for the Service Control Interface. This enhanced the communication between Edify and the PG and extended the functionality of Edify in the ICM context.

Project Details

The extension to the Cisco ICM integration of Edify was completely designed and developed by Axis. Quality assurance was also performed by Axis and completed using a PG simulator that the Axis team developed as well as a connection to an ICM installed at the Cisco headquarters in the USA. In addition Axis employees wrote a complete user and maintenance guide for the Cisco ICM component of Edify.

Software Environment and Technologies

TCP/IP for real time communication between Edify and the Cisco ICM PG
Object Oriented methodologies implemented in C++
Multithreading

Project Size

3 developers for a total of 24 man months

Advantage to client

Reduced cost

Reduction in development cost	Reduction in development cost and time
Motoring Services Company Food and Beverage Manufacturing Company VoiceXML Integration with Edify's EWF Platform	Edify Virtual Attendant (EVA) CTSim Switch Simulator

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