Flow
of a Blended Collaboration 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
routing Collaboration Server's 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 Blended Collaboration Media
Routing Domain (MRD). The
MR PG sends the request to the ICM CallRouter, which routes it to the Agent
node in Script Editor.
- The ICM software runs
a script, picks an agent, and sends the Agent ID to Collaboration Server using
the Media Blender firewall gateway service. Collaboration Server may transfer
the request to another Collaboration Server that has the agent selected.
- Collaboration Server
notifies Media Blender using a startSession event and connects the customer
and agent (before they are on a voice call together). Agent Reporting and
Management (ARM) messages are sent once the agent and customer are connected
(from Collaboration Server to the CTI server using the ARM stub on the Media
Blender firewall gateway).
- Media Blender sends the
request through the CTI Server and places the call from the agent's phone
to the caller (Media Blender uses the AgentReserved CTI strategy).
- The caller's phone rings.
The caller and agent can share Web pages and collaborate while speaking on
the phone.
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