Publishing Chat and Contact Us to the Internet using reverse proxies

Chat can be published to the internet using reverse proxies, either with or without SSL. Multimedia Contact Center only supports End-to-End SSL deployments. For more information, see the MiContact Center Business and MiVoice Analytics System Engineering Guide MiContact Center Business System Engineering Guide.

Chat and Contact Us both use CCMWa, a web application installed on the Enterprise Server at http://<Enterprise Server IP Address>/CCMWa to route interactions to your queues. Using a reverse proxy enables requests to your corporate website to be served from CCMWa through your corporate website, proxying requests through the web server to CCMWa on the Enterprise Server.

Setting up a reverse proxy requires setting up Inbound and Outbound routing rules on your web server. The Inbound rule configures the directory on the web server that routes the requests to the Enterprise Server. The Outbound rule modifies the responses from the Enterprise Server to match the corporate website URL format.

For example, if http://www.contactcenter.com/Chat was configured as the directory that reverse proxies http://<enterprise server>/CCMWa/chat, then when a customer arrives on http://www.contactcenter.com/Chat, the web server makes the request to http://<enterprise server>/CCMWa/chat on the customer’s behalf. The Enterprise Server’s response is then sent back to the web server which then publishes it to the customer as if it had been generated by the corporate web server.