Flow of a Blended Collaboration Request With IPCC

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's ICM queue.
5. Collaboration Server uses the Media Blender firewall gateway service to send a message to the ICM Media Routing Peripheral Gateway (MR PG) using the Blended Collaboration Media Routing Domain (MRD). The MR PG sends the request to the ICM CallRouter, which routes it to the Agent node in Script Editor.
6. The ICM software runs a script, picks an agent, and sends the Agent ID to Collaboration Server using the Media Blender firewall gateway service. Collaboration Server may transfer the request to another Collaboration Server that has the agent selected.
7. Collaboration Server notifies Media Blender using a startSession event and connects the customer and agent (before they are on a voice call together). Agent Reporting and Management (ARM) messages are sent once the agent and customer are connected (from Collaboration Server to the CTI server using the ARM stub on the Media Blender firewall gateway).
8. Media Blender sends the request through the CTI Server and places the call from the agent's phone to the caller (Media Blender uses the AgentReserved CTI strategy).
9. The caller's phone rings. The caller and agent can share Web pages and collaborate while speaking on the phone.

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