Flow
of a Delayed Callback Request with a Legacy ACD
- The caller clicks a button
on the browser asking for help.
- The Collaboration Server
serves up the call form.
- 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.
- 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 cycled.
- 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).
- The MR PG sends the request
to the ICM CallRouter.
- The ICM software picks
a site skill and service and notifies Collaboration Server, but Collaboration
Server does not use this information.
- 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 caller's phone number, and an expanded call context variable (user.cisco.cmb=callback,
which is set by Collaboration Server).
- The ACD assigns an agent
and the call.
- Media Blender places
the call from the agent to the caller.
- 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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