Flow
of a Web 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 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 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 customer'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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