Flow of a Text Chat 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 and any special skill needed by the agent, such as a language skill. The form also provides a choice for multi-session chat or single-session chat. 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 either the single-session chat (SSC) or multi-session chat (MSC) Media Routing Domain (MRD).
6. The MR PG sends the request to the ICM CallRouter.
7. The ICM software runs a script, picks an agent, and sends the Agent ID to Collaboration Server using the Media Blender firewall gateway service.
8. ICM routes the request to an agent.
9. Collaboration Server connects the caller and agent in a chat session. If this is multi-session chat, the agent is in several sessions simultaneously.
10. The caller(s) and agent communicate using text chat. Agent Reporting and Management (ARM) is used to report activity.

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