 | Open / Close Routing for fast, easy re-routing of calls away from a particular site. | |
| Percent Allocation Management for times when Peripheral Gateway connectivity is impacted but the remote site can still handle call volume, or as a way to manage traffic allocation to locations that do not have Peripheral Gateway connectivity (e.g. outsourcer call centers). |
The entire product suite is protected with a user list controlled by designated system managers, with password authentication being performed against a corporate or ICM Active Directory database. In addition, all call routing functions are tracked in an audit trail table, which is viewable by system managers.
01 Routing Tools
WIT includes two standard routing tools (outlined at the top) as a powerful function.
02 Audit Trail
System managers can view a log of call routing tool usage, showing all change data including newly set percentages in the case of the percent allocation tool.
03 Query Tools
WIT offers two powerful query tools that can access both route and termination call detail tables.
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04 Reporting & Email
WIT contains easy-to-use reporting tools that allow system managers to run reports related to the call routing tool activity.
05 Graph Objects
Users can track and display any single point of real-time data over a period of time (from one minute to two hours). The display itself is completely customizable.
06 Security
WIT is only accessible by registered users, with user authorization and security levels set by system managers.
07 Configuration Explorer Tools
WIT offers an excellent view into the Cisco ICM system’s database configuration.
08 User Maintenance
A comprehensive user maintenance page is included, allowing system managers to create and delete users, and update user profile information.
09 Update Sites Function
With certain ICM configuration work required for the call routing tools to work, the Update Sites Function allows the user to add or delete sites from the WIT toolset.
10 Help Function
Online documentation is provided for each tool to assist new users on tool usage or to provide a refresher on tool syntax (particularly for Query Tools).
11 Product Customization
Customization of the WIT product is available with costs estimated based on T&M for the scope of work. Additional variable control or “tuning” tools can be added as modules to WIT at any time.
For more information, download our comprehensive WIT product sheet.
Cisco ICM 6.0 or higher (some older systems can be supported in special cases).
Windows 2000 Advanced Server with IIS 5, or Windows 2003 Advanced Server with IIS 6 and the .NET framework (v 1.1) installed.
Microsoft SQL server 2000 or 2005 is also required.
WIT is designed to run on as little as a single server in the Cisco ICM domain. The WIT processes could be either co-resident on the HDS or reside on a separate server located on the same LAN segment as a Cisco ICM Historical Data Server (HDS) that provides the real-time data required by the WIT processes. High availability/ redundant solutions are also available.
CURRENT RECOMMENDED HDS SERVER HARDWARE SPECIFICATIONS
 | Minimum 2 x 2.6 GHz Intel "Xeon" class processors |
|
4+ GB RAM |
| 36.4+ GB usable disk space – two or more RAID arrays recommended, RAID 10 (1+0) recommended for database devices |
The Cisco ICM SQL gateway option (DB Lookup) is required, and some initial scripting and configuration will be required to integrate the existing ICM routing.
CLIENT HARDWARE SHOULD BE A
MINIMUM OF:
| Pentium processor 1.4 GHz |
| 512MB of RAM |
| Running Windows 2000 |
| Professional or Windows XP (Home or Professional) Microsoft Internet Explorer v.6 |
|
To use “Export to Excel” functions, Microsoft Excel is required |