Interaction Media Server Selection Rules

Interaction Media Server Selection Rules is a Telephony Services feature in CIC 4.0 SU2. Configuration of the rules is available for prioritization of the Interaction Media Server selection process. CIC selects an Interaction Media Server based on the location of the device (station or line) that is asking for the Interaction Media Server resource.

Before SU2, CIC used one selection process for standard interactions:

1. The device’s location

2. Other locations in the audio path.

3. The IC server location.

4. Any available Interaction Media Server in any other location.

CIC still uses this order in a default selection rule configuration. In SU2, however, customers can create custom selection rule configurations to change how CIC selects Interaction Media Servers to service calls.

The new configuration options enable the following:

• Selection of a wildcard (any location) to be added or removed from the list (currently always on).

• A list of excluded locations. You can use this list with <Any>.

• A group of locations with equal priority. This grouping allows all media servers in those locations to be treated as if they were in the same location.

Note: Load balancing occurs between the individual media servers in the locations, rather than between locations. This distinction could mean that the Interaction Media Servers in one location are chosen more frequently because they aren’t being used.

You cannot create a selection rule configuration that is empty. The configuration must specify the Interaction Media Servers to service a call.