Documentation:HTCC:IWWDep:Chat:8.5.2DRAFT

Chat

Workspace Web Edition provides the following options for managing Chat:

chat.agent.prompt-color

• Default Value: #385078
• Valid Values: Valid Hexadecimal (HTML) color code
• Changes take effect: When the session is started or restarted.
• Description: Specifies the color of the prompt for the messages that are entered by the agent in the Chat view.

chat.agent.text-color

• Default Value: #385078
• Valid Values: Valid Hexadecimal (HTML) color code
• Changes take effect: When the session is started or restarted.
• Description: Specifies the color of the text of the messages that are entered by the agent in the Chat view.

chat.auto-answer

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies whether a chat interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Configuration Guide.

chat.client.prompt-color

• Default Value: #166FFF
• Valid Values: Valid Hexadecimal (HTML) color code
• Changes take effect: When the session is started or restarted.
• Description: Specifies the color of the text of the messages that are entered by the target client in the Chat view.

chat.client.text-color

• Default Value: #166FFF
• Valid Values: Valid Hexadecimal (HTML) color code
• Changes take effect: When the session is started or restarted.
• Description: Specifies the color of the client text in the Chat view.

chat.enable-auto-disconnect

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies whether the chat session is automatically disconnected if the agent is the last party remaining in the chat session.

chat.nickname

• Default Value: $Agent.UserName$
• Valid Values: A string that contains a compilation of characters and field codes from the following list: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.FullName$,$Agent.EmployeeId$.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the agent's nickname that is used during chat sessions (displayed to the customer) by a string that can contain regular characters and field codes.

chat.new-message-bell

• Default Value:
• Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the path of the sound file Workspace plays when a new chat message arrives. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound

chat.pending-response-to-customer

• Default Value: 30,50
• Valid Values: <A comma-separated list value: warning time, maximum time>
• Changes take effect: When the session is started or restarted.
• Description: Specifies two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat from a customer. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time.

chat.prompt-for-done

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies if the application prompts a confirmation message when a user clicks Done. This option is only available for interaction open media. This option can be overridden by a routing strategy as described in this Configuration Guide.

chat.prompt-for-end

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies if the application prompts a confirmation message when a user clicks End. This option can be overridden by a routing strategy as described in this Configuration Guide.

chat.push-url.max-records

• Default Value: 20
• Valid Values: Any integer
• Changes take effect: When the session is started or restarted.
• Description: Specifies the maximum size of the pushed URL list.

chat.ringing-bell

• Default Value:
• Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the path of the sound file Workspace plays when a chat interaction is ringing. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound

chat.system.text-color

• Default Value: #8C8C8C
• Valid Values: Valid Hexadecimal (HTML) color code.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the color of the text for system messages in the Chat view.

chat.time-stamp

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies whether the time stamp is displayed in the Chat transcript area.

chat.typing-is-enabled

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies whether typing notification is sent to the contact during a chat interaction. It should be disabled for Chat Server lower than 8.0.1.

chat.typing-timeout

• Default Value: 10
• Valid Values: From 0 to MAXINT
• Changes take effect: When the session is started or restarted.
• Description: Defines the duration, in seconds, that the typing notification is displayed after the last keystroke and before the agent or contact sends their message.

expression.email-address

• Default Value: (\w+([-+.]\w+)*@\w+([-.]\w+)*\.\w+([-.]\w+)*)
• Valid Values: A regular expression
• Changes take effect: When the session is started or restarted.
• Description: Specifies the regular expression that identifies a email address in the chat.

expression.phone-number

• Valid Description: A regular expression.
• Default Value: (?:(?:[\+]?([\d]{1,3}(?:[ ​]*|[\-.])))?[(]?([\d]{1,3})[\-/)]?(?:​[ ​]+|[\-.])?)?([\d]{3,})
• Changes take effect: When the session is started or restarted.
• Description: Specifies the regular expression that identifies a phone number in the chat transcript. This option can be overridden by a routing strategy as described in Configuration Guide.

privilege.chat.can-click-to-dial

• Default Value: false
• Valid values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When the value of this option is set to true, the agent is permitted to use the Click to Dial feature identified by expression.phone-number. Depends on privilege.chat.can-use and expression.phone-number.

privilege.chat.can-click-to-email

• Default Value: false
• Valid values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When the value of this option is set to true, the agent is permitted to use the Click to Email feature identified by expression.email-address. Depends on privilege.chat.can-use and expression.email-address

privilege.chat.can-consult

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When the value is set to true, the agent can use the chat consultation.

privilege.chat.can-decline

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When the value is set to true, the agent can decline incoming chat interactions. Depends on privilege.chat.can-use.

privilege.chat.can-one-step-conference

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When the value is set to true, the agent can use instant chat conference.

privilege.chat.can-one-step-transfer

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When the value is set to true, the agent can use instant chat transfer. Depends on privilege.chat.can-use.

privilege.chat.can-push-url

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: The agent is permitted push URLs to customers during chat sessions. Depends on privilege.chat.can-use.

privilege.chat.can-release

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables an agent to manually end chat conversations. Depends on privilege.chat.can-use.

privilege.chat.can-release-consultation

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When the value is set to true, the agent can manually end a chat consultation. Depends on privilege.chat.can-use.

privilege.chat.can-set-interaction-disposition

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables an agent to set the disposition code on chat interactions. Depends on privilege.chat.can-use.

privilege.chat.can-two-step-conference

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables chat conference in two steps, started by a chat consultation. Depends on privilege.chat.can-use.

privilege.chat.can-two-step-transfer

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables chat transfer in two steps, started by a chat consultation. Depends on privilege.chat.can-use.

privilege.chat.can-use

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When the value is set to true, the agent is permitted to use the Chat channel.

privilege.chat.show-monitoring.can-use

• Default Value: false
• Valid Values: true, false.
• Changes take effect: When the session is started or restarted.
• Description: Allows the agent to be informed that the current chat interaction is monitored by a supervisor.