Flow
of a Blended Collaboration 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 submits the form.
- The request goes to the
routing Collaboration Server ICM queue.
- Collaboration Server
uses the Media Blender firewall gateway service to send a message to the ICM
MR PG using the Voice Media Routing Domain (MRD).
- The MR PG sends the request
to the ICM CallRouter.
- ICM software runs a script,
picks a service or skill group on an ACD, and returns a label pointing to
that service or skill in a message.
- The routing Collaboration
Server transfers the request to the agent Collaboration Server for that specific
ACD.
- The agent Collaboration
Server holds the request in the ACD queue and asks Media Blender to get an
agent.
- Media Blender runs a
specific CTI strategy; for example, PhantomWaitRelease, in order to queue
the request (by placing the call) on the ACD and find a suitable agent.
- The ACD assigns the call
to a suitable agent and notifies Media Blender.
- Media Blender places
the call from the agent to the caller.
- The caller's phone rings.
The caller answers it and talks with the agent.
- Media Blender notifies
Collaboration Server, and Collaboration Server links the caller and agent.
- Collaboration is now
enabled. The agent and caller can share Web pages and collaborate while speaking
on the phone.
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