- Overview
- Tools
- Setup and Configuration
- Task Routing Setup and Configuration
- Enabling Multichannel
- Configuring Non Voice Media Channels
- Adding Queues to Media Channels
- Adding Agents to MultiChannel Queues
- Creating Script Selector
- Registering and Enabling Context Service
- Customer Collaboration Platform Application for Task Requests
- Finesse Application for Agent and Dialog Management
- Finesse Desktop Gadget
- Appendix
- Sample Finesse Code for Task Routing
- Reporting
- Setup and Configuration
- Guides
- Developer Resources
- Community and Support
Configuring Non Voice Media Channels
This step takes care of configuring the means for routing specific types of Tasks. It constitutes creating the specific Media Routing Domains for every different type of Task (IoT event, Click to Chat request, or CRM Workflow Trigger) that will be handled by the CCE system.
A Media Routing Domain (MRD) is a collection of skill groups and services associated with a specific communication channel. MRDs are defined in the Unified ICM configuration and have unique IDs across the enterprise.
| Step 1 | Select
Media Routing
Domain from the
Call
option within the
Manage
menu.
|
| Step 2 | Enter the
Channel
ID,
Channel MRD
name,
Description
and check the
Interruptible box. Type
No-answer
in the
Start Timeout
field under the
Tax
section.
 
|
The list of Media Routing Domains are listed after this.
What to Do Next
Media Routing Domains and Interruptibility
When you configure MRDs, you indicate whether tasks for the MRD are interruptible. If the MRD is not interruptible, and agent working on tasks for that MRD is not assigned tasks from other MRDs. If the MRD is interruptible, the agent may be assigned tasks from another MRD.
Typically, voice calls are not interruptible, as agents are interacting with customers synchronously. E-mail messages, on the other hand, are typically interruptible because contact with the customer is asynchronous. Therefore, an agent responding to an e-mail message may be interrupted by a phone call.