User guide

Multimedia Contact Center
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Figure 41 Multimedia Contact Center Chat Traffic Routing
When chat traffic is routed
1. A customer visits your website and clicks the “Chat Now” graphic on your Web page.
2. A form is displayed where the customer enters their name, email address, and the subject
of the chat session. The customer then submits the chat request.
3. The Web server receives the chat request and initiates a chat session.
4. The customer’s browser loads the Multimedia Contact Center Web chat Java applet into
their browser.
5. The Multimedia Contact Center Web chat router (found on the Contact Center Solutions
Server) is notified of the new chat session, the chat session request is saved, and the ACD
algorithm begins.
6. The Multimedia Contact Center Web chat router uses the ACD algorithm to queue the chat
session and distribute it to the longest idle Multimedia Contact Center chat agent.
7. The Multimedia Contact Center Web chat agent answers the chat request using Outlook
with a Multimedia Contact Center Outlook add-in. Each agent is assigned a public folder,
which is used as an inbox for Multimedia Contact Center Web chat requests. All Multimedia
Contact Center Web chat requests routed to an agent appear in the agent’s inbox. The
agent can be notified either visually or audibly that there is a chat request in their inbox.
8. The agent opens the chat request and a custom chat form is used to chat with the customer.
Note that behind the firewall, chat messages travel over port 5024 between the agent’s PC
and the Contact Center Solutions Server, and over port 5022 between the Contact Center
Solutions Server and the Web server. Outside the firewall, the customer sends and receives
chat messages over port 80 (or port 443 if SSL is used).
Firewall
Corporate
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MCC
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MCC
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MCC
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Internet
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WebChat
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