Flow
of a Web Callback Request with IPCC
- 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 submits the form.
- The request goes to the
Collaboration Server ICM queue.
- 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 assigns
an agent and notifies Collaboration Server, but Collaboration Server does
not use this information.
- 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 caller. (Media Blender uses the AgentReserved CTI strategy).
The preCall message contains the agent ID, the caller's phone number and an
expanded call context variable (user.cisco.cmb=callback,
which is set by Collaboration Server).
- 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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