Adding Open Media to Multimedia Contact Center

Adding open media enables Multimedia Contact Center to route open media interactions to the appropriate queues and agents in a contact center from third-party applications via Http POST API calls.

Administrators can only add a single open media media server to YourSite Explorer. Before deleting an existing media server, see "Deleting multimedia media servers" for important information.

To add open media to Multimedia Contact Center, administrators must
  • Add an Open Media media server
  • Specify information for the Open Media media server
  • Modify the default Inbound Routing Open Media workflow
  • See "Applying inbound routing rules to contacts".
  • Access and read the open media API documentation
Optionally, administrators can

The following configuration takes place in Multimedia > Media Servers.

To add an Open Media media server
  • Click Add > Open Media.
To specify information for an open media media server
  1. Type the Name of the media server.
    Note:

    The media server ID field is populated with a unique number after the media server is saved.

  2. Beside Site, click the Browse button to select the site where the Open Media media server resides.
  3. Click Save.
To access the Open Media API documentation
  1. Select an open media server and click the General tab.
  2. Click Read Open Media API Documentation.
    Note:

    You can also access the API Documentation at any time by entering the following into your browser: <ServerIP>/miccSdk/help.

  3. Enter your username and password and click Sign in.

    The MiContact Center Web SDK page opens.

  4. Click Documentation to access the API Documentation.
  5. Scroll down to the Open Media section of the API Documentation page.
To make an Open Media server historical
  1. Select an open media server and click the General tab.
  2. Click Make historical.
  3. Click Save.
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