Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Multimedia Channels
Updated on 2025-11-07 GMT+08:00
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Configuring Multimedia Channels

The AICC supports multiple access modes, including WeChat, web, X (Twitter), email, WhatsApp, Facebook, and LINE. Customers can access AICC services anytime and anywhere.

After customer calls are connected, the calls are processed in a unified manner and intelligently routed to agents. Agents do not need to pay attention to the customer access mode.

Prerequisites

  • Agents are available in a multimedia skill queue.
  • You have configured a multimedia called route. For details, see Configuring Called Routes.
  • Permissions on operations under the current menu that require separate configuration have been configured. For details about the operation permissions that can be configured separately, see Table 1.
  • When Multimedia access mode of a tenant administrator is set to Unified channel access, all channels can be created.
    The number of concurrent sessions of all channels can be set for a single agent. The priorities of the configuration for the number of concurrent multimedia customers served by an agent are as follows: agent > OU > tenant (If the priority of the tenant configuration is the lowest, the tenant configuration is used.)
    • Agent-level concurrent session configuration entry 1: Personal Center > Personalized Settings > Multimedia Sessions Concurrently Processed by Agent.
    • Agent-level concurrent session configuration entry 2: Configuration Center > Employee Center > Employee > Configuration.

      Agent Type must be Versatile agent or Multimedia agent.

    • OU-level concurrent session configuration entry: Configuration Center > Employee Center > Organization Unit > Call Configuration.
    • Tenant-level concurrent session configuration entry: Configuration Center > System Management > Tenant Parameter > Service Channels.

    Example: If Multimedia access mode is set to Unified channel access and the number of concurrent sessions is set to 5, sessions can be created for all channels, and a maximum of five users can access a session through any channel at the same time.

Parent topic: Tenant Administrator Guide