User guide

General Information Guide
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9. Either the agent or the customer can end the chat session. If the customer ends it, the Web
server notifies the Multimedia Contact Center Web chat router that the session is finished
and the chat agent is available to answer another chat request. If the agent ends it, the
router notifies the Web server that the session is finished and the Web server then notifies
the customer.
10. The customer is sent an email containing a transcript of the finished chat session.
Multimedia Contact Center fax routing
Figure 42 illustrates how Multimedia Contact Center fax traffic is routed.
Figure 42 Multimedia Contact Center Fax Traffic Routing
When fax traffic is routed
1. The customer’s fax is received by your GFI server. The GFI server accepts the fax and
converts it to an electronic format (.TIF) and attaches the .TIF to an email.
2. The Multimedia Contact Center fax router automatically sends the customer a customizable
email, which acknowledges that your company has received their email (optional).
3. The GFI Server forwards the electronic fax to the Multimedia Contact Center fax router as
a .TIF file.
4. The Multimedia Contact Center fax router receives the new fax and creates a fax request.
The fax request is saved and the ACD algorithm begins.
5. The Multimedia Contact Center fax router uses an ACD algorithm to queue the fax and
distribute it to the longest idle Multimedia Contact Center fax agent.
6. The Multimedia Contact Center fax agent replies to the customer’s fax, either by fax or by
email from the Multimedia Contact Center Outlook plug-in. The Multimedia Contact Center