About Callonly Destinations

Callonly destinations are destinations that provide basic callback only to Web requests. Requests for basic callback are queued to an ACD using connections that have been configured as CanQueue. (See Connection Types in this guide for more information.

Destinations are defined for the Trailhead medium, in Trailhead.properties on the Media Blender server. For callonly destinations, you must establish the following four values:

Property in Trailhead.properties

Description

destination<n>.name=

The destination's name. Remember that the ICM script must return a label that begins with this name to ensure requests are submitted to the correct destination.

destination<n>.type=

The destination's type, which should be callonly.

destination<n>.URL=

The URL that should be served to the caller by this destination.

destination<n>.queueconn=

The connection through which the request should be queued. This property should be set to the local server name of the Trailhead server that will queue the call. This property is explained further in the following section.

Understanding the destination<n>.queueconn property

The destination<n>.queueconn property identifies the Trailhead connection this destination should used to queue basic callback requests. Each end of an RMI connection is defined using connection<n>.localservername and connection<n>.remoteservername properties. These properties identify both the "Trailhead end" and the "Media Blender end" of the connection.

In the destination<n>.queueconn property, enter the value in the localservername property of the "Trailhead end" of the connection. This value identifies the actual Media Blender that will queue the call to the ACD.

Consider the following diagram:

This diagram illustrates a Trailhead/Media Blender configuration set up to provide both Web collaboration and Basic callback. Media Blender 1 provides Web Collaboration and Basic Callback. Media Blender 2 provides Basic Callback only. Because Connection 1 on the Trailhead server is the only CanRoute connection, all destinations must be defined on Media Blender 1.

Both Connection 1 and 2 are CanQueue connections; both connections can provide Basic Callback.

 The configuration contains two callonly destinations: destination 2 (bostoncallonly) and destination 3 (seattle). When setting up the bostoncallonly destination, you must specify the "Trailhead-end" of the connection that will be used to queue callonly requests. Connection 1 on the Trailhead server will be used to queue callback requests for bostoncallonly. Therefore, the dest2.queueconn= property should be set to blender1.

When setting up the seattle destination, you must specify the "Media Blender end" of the connection that will queue calls routed to it. Connection 2 on the Trailhead server will be used to queue callback requests for seattle. Therefore, the dest3.queueconn= property should be set to blender2.