Flow of a Text Chat 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, and any special skill needed by the agent, such as a language skill. Then the caller submits the form. Note that only single-session chat is supported by a legacy ACD.
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). Note that a voice MRD must be used.
6. The MR PG sends the request to the ICM CallRouter.
7. ICM returns a label in a message to Collaboration Server.
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, PhantomNoCallRelease.
11. The ACD assigns an agent.
12. Collaboration Server connects the caller and agent in a chat session.
13. The caller and agent communicate using text chat. Reporting is done through the ACD.

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