Multimedia profiles

If your administrator enables multimedia for your enterprise, you can assign each agent with a multimedia profile. Each profile specifies the number of each type of media, such as email, chat, or telephone, that the agent can handle simultaneously.

You can assign multimedia profiles to sites, teams, or individual agents. By default, the system assigns the Default_Telephony_Profile to every site. You can't edit or delete this profile, but can reassign a different multimedia profile to the site.

All the teams under a site have the same multimedia profile as that of the site, unless you assign a different profile to the teams. Similarly, all the agents under the teams have the same profile as that of the team, unless you change the profile for the agents.

Create a multimedia profile

To create an multimedia profile:

Select Services > Contact Center.

From the Contact Center navigation pane, select Desktop experience > Multimedia profiles.

Click Create Multimedia profiles.

Enter the following details in the General section:


Field	Description
Name	Enter a name for the Multimedia profile.
Description	(Optional) Enter a description for the multimedia profile.

The Name and Description fields allow alphanumeric characters, space, hyphen (-), and underscore ( _ ).

Go to More details section to provide the details for new multipmedia profile.

Select one of the followings from the options:

Setting

Description

Blended

Allows agents to handle multiple contacts simultaneously for different channel types. Set the number for each channel type.

Number of contacts that you can set:

Voice: 0–1
Chat, Email, and Social Channel: 0–5

Blended Real-time

Number of contacts that you can set:

Voice: 1 (mandatory)
Chat: 1–5
Email: 0–5

Exclusive

Allows agents to focus on one customer contact at a time. Check the channel types for which the agents receive contacts.

Click Create to add a multimedia profile. Else click Cancel to discard the .

You can view the ceated profiles in the Multimedia profiles section.

Edit a multimedia profile

To edit a multimedia profile:

1	Sign in to Control Hub.
2	Select Services > Contact Center.
3	From the Contact Center navigation pane, select Desktop experience > Multimedia Profiles to view the list of multimedia profiles..
4	Click the multimedia profile that you want to edit. Multimedia profile details open in editable mode.
5	Edit the details of multimedia profile.
6	Click Save to save the edits else click Cancel to discard the changes.

Activate or deactivate a multimedia profile

To activate or deactivate a multimedia profile:

1	Sign in to Control Hub.
2	Select Services > Contact Center.
3	From the Contact Center navigation pane, select Desktop Experience > Multimedia Profiles to view the list of multimedia profiles
4	Click the multimedia profile that you want to activate or deactivate.
5	Toggle Active/Inactive to perform the desired action.
6	Click Save to save the modified state else click Cancel to discard the changes.

Delete a multimedia profile

To delete a multimedia profile:

Before you begin

Ensure that the multimedia profile that you want to delete is in an inactive state.

1	Sign in to Control Hub.
2	Select Services > Contact Center.
3	From the Contact Center navigation pane, select Desktop experience > Multimedia Profiles to view the list of multimedia profiles.
4	Click the multimedia profile that you want to delete.
5	Click the delete icon on top right of the page.
6	Click Delete in the confirmation pop-up message to delete the multimedia profile.