Resource Configuration for Landlords

Media Types

The Media Types tab (Fig. 1) allows landlords to define new and existing media types, and the ways they are to be handled within Softdial Contact Center™ (SCC).

Fig. 1 - Media Types

Softdial Contact Center™ manages media transactions of two types:

streaming (voice, video)
packet (chat, email, workflow, etc)

The telephony media type is handled by Softdial Telephony Gateway™ (STG). All others are handled by Softdial Workflow Server™.

The default media types, already set up, are:

Chat
Email
SMS
Video
Voice
Workflow

New media types can also be defined here.

The defined types form the list of available Media Types when editing/ creating a tenant queue. See Campaigns & Queues

Editing a media type

When New or Edit is clicked, the media type properties window is displayed (Fig. 2):

Fig. 2 - Editing a Media Type

The following settings are available:

Setting	Display column in Fig. 1	Description
Name	Name	A short name for display, e.g. in the list of Media Types available for a tenant queue.
Description	Desc	A short description to aid identification in the list of media types (Fig. 1)
Streamed	STR	Whether the media type is streamed - checked packet - unchecked
Timescale	Timescale