chapter  16
10 Pages

ICH and RTMO

WithJim Rowan, Sharon Rowan

Interim call handling (ICH) is the system that uses a large number of CSRs and, depending on the configuration, distributed architecture to take a large number of calls. Real time minimum call overflow (RTMO) as a method came about because of the problem of inexperienced CSRs finding some calls too complicated to handle. The CSRs work from a script to respond to calls. The script that the facility would use would be processed with the systems and software available at the ICH facility. A common database would have to be set up to store the information such as a telemarketing script and customer sales information at the ICH facility. The IBM Call Protect Program employs a large number of call centers with ICH seats, and it also uses distributed architecture with Teloquent. IBM uses Teloquent to create a distributed architecture environment for its ICH.