Request Flow Descriptions

After you have set up the integrated platform, test all the caller/agent interactions your company plans to use. The request flows for the same type of request can differ depending on whether the agent is assigned by IPCC or by a legacy ACD. The following request flows are available:

Blended Collaboration— With blended collaboration, the caller and agent talk on the phone and are linked in a collaborative Web session.

- Blended collaboration using IPCC
- Blended collaboration using a legacy ACD

Text Chat— The caller and agent can conduct a text chat session when a telephone call is not desired or not possible.

- Text chat using IPCC
- Text chat using a legacy ACD

Web Callback— A Web callback request is one that does not involve collaboration. The caller and agent simply talk on the phone.

- Web callback using IPCC
- Web callback using a legacy ACD

Delayed Callback— A delayed call back request is similar to Web callback only the customer requests a call at a specified number of minutes in the future. When the time has elapsed, the caller and agent talk on the phone.

- Delayed callback using IPCC
- Delayed callback using a legacy ACD

E-mail Message— The flow of an e-mail message does not involve either the IPCC or a legacy ACD. The ICM software assigns an agent and the customer and agent communicate by electronic mail.

- Email message flow

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