Adding media types to Multimedia Contact Center

Adding media types to Multimedia Contact Center applies Inbound, Inqueue, and Response routing rules to email, chat, SMS, and open media interactions, directing them to the agents best suited to respond.

Administrators add media types to Multimedia Contact Center by adding and configuring media servers in YourSite Explorer. Media servers are accessed via the Multimedia tab. Multimedia Contact Center supports one media server for each type of multimedia. When a multimedia media server is added to YourSite Explorer, that media type becomes unavailable in the Add drop-down list in the Media Server tab. If you want to add a new media server of that type, you must either delete the current media server of that type or make it historical.

Note:

When adding media servers, administrators must indicate if the contact center operates over midnight. If not, reporting over midnight may not be accurate, and agent shifts are closed after the last agent events before midnight. For more information, see "Extending reporting and agent shifts over midnight".

For information on configuring specific media types see

For information on configuration options shared among media types, see

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