 Frontline ICM is a full Contact Center Solution for your Nortel Meridian and CS1000 PBX Systems. It's modules include Agent Dialers, Advanced Reporting, Live Agent Viewing, Custom Call Controls (Call Router), Wall Board Servers and even Proactive Agents. ICM provides a unique collection of base product and enhancements to allow proper monitoring and control of the call centre environment. The ICM server establishes a bi-directional link with the Meridian's HSL port and receives individual event information (ACD-D) and formulates all the required statistics pertinent to the call centre.
There are several add-on enhancement products like wallboard server and pro-active agent. The Frontline ICM product design incorporates the use of an OCX API that can be used by Customers to embed into their own applications and provide a realtime feed of all relevant information. Frontline ICM also provides a full range of historical reports.
ICM Call Router
Traditionally, the Nortel Meridian switch had a physical card in the Meridian that was called the CCR Module. This module enabled calls to be routed based on call criteria and other functions. When Nortel launched Symposium, they moved the call routing with scripting ability onto Symposium and a few years later discontinued the CCR module. Therefore customers requiring call routing had to purchase Symposium to make this work, although Symposium did add the additional functionality throught the HDX interface to connect to an external database to route calls based on cutomer specific data.
We designed the Call router product do full call routing WITHOUT the need to install Symposium and WITHOUT the need for the discontinued CCR Module and we also included a database adapter to allow full call control utelising customer specific data. This product is extremely versatile, with an easy to use scripting logic tool that prompts for the correct configuration information.
Out the box, this powerful product allows for full call treatment and control and can route calls to queues or even to specific agent positions. We also included the prank caller strategy engine as well as the automatic logging of abandoned calls along with associated data to a database, so that queue abandoned call customers can be contacted back. The price of this product will impress you as much as it's incredible capability.
ADS (Agent Dialer Server)
Providing realtime CTI (Computer telephony integration) has always been a challenge for solution integrators. We decided to use our own TCP-IP transport protocol and not TAPI as we could attain far higher resilience and robustness. We developed a powerful server engine (ADS) that connects either directly to the Meridian or to Symposium (We support both interfaces) that allows single or multi-channel call control to the client desktop.
Symphony
We took several of the enhancement products that we developed for ICM and ported them over to enhance Nortel Symposium.
We also developed the UDC product (Universal database connector) which enables Symposium via the HDX interface to provide effective call routing by using customers own database information. This powerful product provides an out of the box solution along with relevant script commands that enable very fast application implementation. This product takes the difficult process of interfacing to the HDX and turns it into a simple task.
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