Flow of a Blended Collaboration Request With a Legacy ACD

1. The caller clicks a button on the browser asking for help.
2. The Collaboration Server serves up the call form.
3. The caller completes the form adding name, phone number, and any special skill needed by the agent, such as a language skill. Then the caller submits the form.
4. The request goes to the routing Collaboration Server ICM queue.
5. Collaboration Server uses the Media Blender firewall gateway service to send a message to the ICM MR PG using the Voice Media Routing Domain (MRD).
6. The MR PG sends the request to the ICM CallRouter.
7. ICM software runs a script, picks a service or skill group on an ACD, and returns a label pointing to that service or skill in a message.
8. The routing Collaboration Server transfers the request to the agent Collaboration Server for that specific ACD.
9. The agent Collaboration Server holds the request in the ACD queue and asks Media Blender to get an agent.
10. Media Blender runs a specific CTI strategy; for example, PhantomWaitRelease, in order to queue the request (by placing the call) on the ACD and find a suitable agent.
11. The ACD assigns the call to a suitable agent and notifies Media Blender.
12. Media Blender places the call from the agent to the caller.
13. The caller's phone rings. The caller answers it and talks with the agent.
14. Media Blender notifies Collaboration Server, and Collaboration Server links the caller and agent.
15. Collaboration is now enabled. The agent and caller can share Web pages and collaborate while speaking on the phone.

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