What role does the Cisco Unified ICM play in the Cisco Unified Contact Center Enterprise solution?

Question

Options

• Aplays music on hold and in queue for callers
• Bterminates media streams for agents and callers
• Cprovides routing and queuing instructions for contacts
• Drecords and stores voice calls for quality purposes

• A
  5% (1)
• C
  90% (18)
• D
  5% (1)

Explanation

Cisco Unified Intelligent Contact Management (ICM) is the brain of the UCCE solution - it makes routing decisions by analyzing call data, agent availability, and business rules, then sends queuing and routing instructions to direct contacts to the right destination. Option A (music on hold) is the job of media servers or gateways like Cisco IVR/CVP, not ICM. Option B (terminating media streams) is handled by voice gateways or the Cisco Unified Communications Manager, which manage the actual audio paths. Option D (call recording) belongs to dedicated quality management tools like Cisco MediaSense or Calabrio, not ICM.

Memory tip: Think of ICM as the "traffic controller" - it never carries the call itself, it just decides where every contact should go and how it should be queued.

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