Flow
of a Text Chat 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 and any special skill needed by the agent, such as a
language skill. The form also provides a choice for multi-session chat or
single-session chat. 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 either the single-session
chat (SSC) or multi-session chat (MSC) Media Routing Domain (MRD).
- The MR PG sends the request
to the ICM CallRouter.
- The ICM software runs
a script, picks an agent, and sends the Agent ID to Collaboration Server using
the Media Blender firewall gateway service.
- ICM routes the request
to an agent.
- Collaboration Server
connects the caller and agent in a chat session. If this is multi-session
chat, the agent is in several sessions simultaneously.
- The caller(s) and agent
communicate using text chat. Agent Reporting and Management (ARM) is used
to report activity.
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