Configuring a multimedia system

To enable your voice-only contact center to handle other media types, you must configure devices and components within YourSite Explorer in the following order:

  1. Create mail servers
  2. Add email media servers
  3. Add chat media servers
  4. Add SMS media servers
  5. Add open media media servers
  6. Enable employees for multimedia
  7. Define employee Workload
  8. Add agent groups and set default login agent group presence
  9. Add multimedia queues
  10. Create queue groups
  11. Modify default inbound, response, and Inqueue workflows
  12. Convert to visual workflow routing
Parent topic: Upgrading a voice-only system
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