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, ACD, and Mobile—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 |
Mobile |
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.
Mobile
The Mobile call method is specifically designed for Mobile Agents using the SightCall app. An additional license is required when using more than one call method on the SightCall platform.
For more information, refer to Creating a Mobile use case.