Processing Web Media Interactions

Step 1 Chat interactions begin processing when the Web Client submits a customer’s chat request to Chat Server.

Step 2Chat Server creates a chat session and asks Universal Contact Server to create an interaction record. 

Step 3Chat Server submits the interaction to Interaction Server. 

Step 4Interaction Server places the interaction in its initial queue and begins processing it according to an interaction workflow. 

Step 5The interaction workflow and its component routing strategies may do various things, including sending a message to a customer prior to an agent actually handling the interaction, but eventually they select an agent who is available for chat sessions and send an invitation to that agent to participate in a chat session. 

Step 6The agent accepts the invitation and connects to the chat session. 

Step 7Agent and customer conduct a chat session. 

Step 8The chat session ends. 

Step 9Chat Server writes the content of the chat session to the Universal Contact Server database. 

Step 10Any post processing occurs; for example, a transcript of the chat session is e-mailed to the customer.