- Contents
Oracle Service Cloud Integration Installation and Configuration Guide
How chats are routed
-
The PureConnect Integration to Oracle Service Cloud uses the Chat API to ask Oracle Service Cloud whether there are any new chats to route. By default, chats are polled every 5 seconds.
-
The service applies the queue set and then applies the modifier rules.
-
The service creates an interaction as a placeholder for the chat.
-
The CIC server routes the interaction to the correct agent.
-
The Integration Service tells Oracle Service Cloud where the chat has been routed.
-
The agent receives the chat in an Oracle Service Cloud pop-up window.