About Multimedia
If your enterprise uses chat and email routing offered by Webex Contact Center in addition to voice, then Multimedia profiles are enabled. You will be able to associate sites and agents with multimedia profiles.
The overall process for implementing multimedia routing involves the following steps:
Procedure
| Step 1 | Define multimedia profiles. If your enterprise subscribes to the Webex Contact Center Multimedia feature, each agent is associated with a multimedia profile, which specifies how many of each media type the agent can handle concurrently. For more information, see Multimedia Profiles. |
| Step 2 | Assign multimedia profiles to sites, teams, or agents. When Multimedia is enabled, every site is associated with a multimedia profile. Each agent-based team at a given site is associated with the profile assigned to that site unless the team is assigned a different multimedia profile. Similarly, each agent logged in to a team is associated with the team's profile unless the agent is assigned a different multimedia profile. For more information, see Sites, Create a Team, and Users. |
| Step 3 | Create separate entry points and queues for each media type. For more information, see Create an Entry Point. |
| Step 4 | Work with Webex Contact Center Operations to create routing strategies configured to use a specialized call control script. |
| Step 5 | Work with your specific CRM vendor to configure the multimedia interaction at the agent level. Alternately you can configure the queue routing strategy to assign multimedia contacts (Chat, Email) to your agents. |