A channel
Various voice and digital communication mediums that facilitate customer interactions in a contact center. is the method that agents and contacts use to communicate. ACD channels include voice (phone calls) and work items, along with legacy chat, email, and SMS. Digital channels are ACD channels, but are managed on a separate page in the ACD application. Digital channels work with digital skills, scripts, and points of contact.
Setting up a channel is a different experience for each media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient.. See the following pages for instructions that are specific to the ACD channel you're creating:
- Inbound voice
- Manual outbound voice
- Voicemail
- Work items
- Digital channels (email, chat, SMS, social media, and so on)
- Personal Connection outbound channels:
- Legacy ACD channels:
"ACD channel" and "media type" are terms often used to describe the same thing, but "media type" is typically used in the context of Studio scripts.