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The flow of an incoming call and the mechanism to provide an HTML interface to the user is as follows:
A customer calls.
The SMS, voice, and email application is launched through the Application Interface web service.
The application fetches the global and application-specific CAVs.
The customer and the application interacts with each other. Voice interaction happens through MPP, whereas SMS and email interaction happens through the Primary or Auxiliary EPM.
The customer opts for a richer interface through HTML.
The SMS, voice, and email application opts to run the HTML mobile application .
The customer receives an HTML link based on the interaction:
SMS and email applications send a message containing the HTML mobile application link through a prompt.
Voice applications send the HTML mobile application link as an SMS or email message.
The reference to the EPM system applies to both the Primary and Auxiliary EPM servers as both support the web services required to launch the mobile HTML application. A Redirector application handles the load balancing of the requests by distributing the incoming requests among the EPM servers. On zoned systems, the Redirector application balances the load requests among the EPM servers within a specific zone.