Flow of a Delayed Callback 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 picks a future time from the drop-down menu and submits the form.
4. The request goes to the routing Collaboration Server's ICM queue. Collaboration Server holds the request until the specified time has elapsed. Note that the request is saved in the database and can be retrieved if the server is recycled.
5. At the specified time, 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 assigns an agent and notifies Collaboration Server, but Collaboration Server ignores this.
8. ICM sends a preCall message to the IPCC PG. Media Blender gets the preCall message from the CTI server and places a call from the agent to the customer. (Media Blender uses the AgentReserved strategy). The preCall message contains the agent ID, the customer's phone number, and an expanded call context variable (user.cisco.cmb=callback, which is set by Collaboration Server).
9. 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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