Adding chat to Multimedia Contact Center

Note:

If you are using Contact Center Messenger Chat, for more information see "Adding Contact Center Messenger to Multimedia Contact Center".

Adding chat enables Multimedia Contact Center to route chat sessions to the appropriate queues and agents. The chat media server resides as a service within the CCMWa web application, which is used to manage chat sessions and is automatically installed on the Enterprise Server at http://<Enterprise Server>/CCMWa (visible in a chat server’s ‘Internal URL for chat root’ field).

To offer chat, the chat media server requires that a reverse proxy be set up to offer CCMWa from the Enterprise Server to the contact center’s web server. A chat media server can be added and configured and be tested internally without a reverse proxy by using the Internal URL for chat root as the External URL for chat root, but it will not be available for a contact center’s customers. For information on offering chat, setting up reverse proxies, and configuring chat request and chat session settings, see "Enabling chat". For information on setting up CCMWa with a reverse proxy, see "Publishing Chat and Contact Us to the Internet using reverse proxies".

CCMWa is made available from the Enterprise Server to the contact center’s web server through a reverse proxy. Before adding the chat media server to Multimedia Contact Center, you must have first set up the reverse proxy for http://<enterprise server>/CCMWa. This external-facing URL must be entered in the ‘External URL for chat root’ field, which validates the URL and confirms that the reverse proxy has been applied correctly. Valid URLs are confirmed with a green checkmark icon. Invalid URLs are indicated with a red X icon. URLs that the system cannot confirm are marked with a question mark icon.

To add chat to Multimedia Contact Center, administrators must

Add a chat media server
Specify information for the chat media server, including name, site, URL, and auto response username
Modify the Default Inbound Chat workflows
See "Applying inbound routing rules to interactions".
Modify the Default Response routing rules to Chat
See "Applying response routing rules to interactions".

Optionally, administrators can

Make the chat media server historical
Specify Data Summary options
See "Extending reporting and agent shifts over midnight" and "Specifying when Make Busy and Do Not Disturb timers begin".
Specify advanced configuration options for chat servers, such as enabling alarms and configuring reporting intervals for queues
See "Configuring Advanced options for chat media servers".

To add a chat media server

Click the Multimedia tab and select Media servers > Add > Chat.
Note:
Default Inbound and Response Chat workflows are assigned to the server. Modify these workflows to specify routing rules for the contact center. See "Default Chat Inbound workflow" and "Default Chat Response workflow".

To specify the chat media server’s name, site, external URL for chat root, Auto Response Username, and configure default workflow email activities

After Name, type the name of the media server.
Note:
To distinguish between the various types of media for management and reporting purposes, you must give each media server a unique name when setting up your site.
After Site, click the Browse button to select the site where the chat server resides.
To add a site, see "Adding sites".
Enter the External URL for chat root.
The External URL for chat root is the URL used with the reverse proxy to make chat externally available. Valid URLs are confirmed with a green checkmark icon. Invalid URLs are indicated with a red X icon. URLs that the system cannot confirm are marked with a question mark icon.

Note:
The Invalid URL icon may display until a complete and valid URL is entered.
After Auto Response Username, enter the name to be used for sending automated messages to contacts.
Click the Inbound Routing tab and add an SMTP and To: email address destination for all email activities in the workflow.
See "Sending emails with the Email activity".
Click the Response Routing tab.
Right-click the Email activity and select Edit SMTP server.
Select a mail server and click OK.
Click Save.

To make a chat server historical

Select a Chat media server and click the General tab.
Click Make historical.
Click Save.