Flow
of a Text Chat 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, and any special skill needed by the agent, such as a
language skill. Then the caller submits the form. Note that only single-session
chat is supported by a legacy ACD.
- 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). Note that a voice MRD must be used.
- The MR PG sends the request
to the ICM CallRouter.
- ICM returns a label
in a message to Collaboration Server.
- 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, PhantomNoCallRelease.
- The ACD assigns an agent.
- Collaboration Server
connects the caller and agent in a chat session.
- The caller and agent
communicate using text chat. Reporting is done through the ACD.
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