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The Cisco ICM Application Gateway

Suggest edit Updated on October 12, 2021

Pega Call provides an application gateway that can be used with Cisco ICM to enable enhanced routing. Using the gateway, Pega rules can be executed as part of ICM’s call processing and routing processes to improve or personalize routing. For example, a customer’s telephone number is used to look up account information or interaction history and tailor subsequent IVR processing and call routing.

Note: The ICM application gateway is separate from the Pega Call CTI Link for Cisco ICM. The application gateway is not required to enable screenpops to the CSR desktop or to enable the telephony toolbar.
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