Hi Chand,
as far as I am concerned, there is important the order by which communication comes. I think supported combinations currently are:
* email + call
* email + n*chat
The multichat comes with version 7.0.6, lower versions will allow email + call XOR chat, if i remember correctly.
The ICI does not imply this, this is bascially the BCM functionality. I think it would make sense if combination of email + chat + call or chat + call is supported but as I understood, there is no really demand for this from current customer base.
Regards,
Dawood.