How an agent and guest connect for a visual support session is determined by the use case type or call method.
There are four basic types of call methods you can configure in a use case. Each type—CODE and ACD—represents a different connection type.
|
Call method |
Used for |
Description |
|
CODE |
Outbound |
This is when a desktop or mobile agent generates a URL to send to a guest to connect. |
|
ACD |
Inbound |
Automated Call Distribution (like a call center). |
|
Mobile |
Deprecated |
Specifically for mobile agents and requires a mobile agent user license. |
|
Direct |
Deprecated |
Not supported. |
A license is required to associate each user with a use case. For more information about licenses and profile types, refer to What are the different Profile/License types available?
CODE
The Code method is the most used use case. Using this call method, a desktop or mobile agent generates a URL to send to a guest to connect. This URL contains a call URL and a pin code. For more information, refer to Creating a CODE use case.
ACD
ACD means Automatic Call Distribution. These inbound calls are initiated by a guest and then routed to an Agent. Usually, the guest clicks on a pre-existing URL to connect to a certain agent group (based on skill or location routing).
Agents are assigned to a particular configuration of a use case, which can be a combination of use case, location, language, and product represented by a unique URL.
For more information, refer to Creating an ACD use case.