Flow of a Web Callback 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 Collaboration Server 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 Voice media routing domain (MRD).
6. The MR PG sends the request to the ICM CallRouter.
7. The ICM software picks a site skill and service and notifies Collaboration Server, but Collaboration Server does not use this information.
8. ICM sends a Legacy-preCall message to the ACD PG. Media Blender gets the Legacy-preCall message from the CTI server and runs a CTI strategy, for example, PhantomWaitRelease. The Legacy-preCall message contains a label that identifies the skill/service dialed number (DN) that ICM picked, the customer's phone number, and an expanded call context variable (user.cisco.cmb=callback, which is set by Collaboration Server).
9. The ACD assigns an agent and the call.
10. Media Blender places the call from the agent to the caller.
11. The caller's phone rings and the customer answers it. The agent is now on a voice call with the caller.

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