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= Chat options=
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In the '''Chat''' section of the '''Contact Center Settings''' page, configure the following options:
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|title=
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*'''Chat Auto Answer''' specifies that chat interactions are automatically answered when an agent receives the invitation.
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*'''Chat Reject''' enables agents to reject incoming chats.
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*'''Chat Nickname''' specifies the nickname that is displayed on the chat window in interactions. Type one the following syntax options:
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**<tt>$Agent.UserName$</tt> to display full username.
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**<tt>$Agent.LastName$</tt> to display only last name.
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**<tt>$Agent.FirstName$</tt> to display only first name.
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**<tt>$Agent.FullName$</tt> to display full name.
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**<tt>$Agent.EmployeeId$</tt> to display employee ID.
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* '''Lookup Contact for Chat''' activates Agent Desktop for contact lookup when an interaction is presented to an agent.
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* '''Create Contact for Chat''' will create a contact if the initial contact lookup fails to find an existing contact.
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* '''Click from Chat to Voice''' enables users to initiate a voice interaction by clicking a phone number in a chat transcript.
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* '''Click from Chat to eMail''' enables users to initiate an email by clicking an email address in a chat transcript.
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* '''Chat Interaction Ringtone Type''' specifies the chat ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
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* '''Chat Interaction Ringtone Priority''' specifies the priority level of the chat ringtone within the channels. Enable the option and then type the number for the priority level.
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|media1=ASChatOptions4.png
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* '''Chat Interaction Ringtone Duration''' specifies how long the ringtone rings. Use the following values:
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** <tt>-1</tt> specifies to repeat the ringtone until the chat is answered.
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** <tt>0</tt> specifies to play the ringtone only one time.
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** <tt>1</tt> or more specifies to play the ringtone for the specified duration (in milliseconds) and then repeat until the chat is answered.
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* '''Chat Message Ringtone Type''' specifies the chat message ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
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* '''Chat Message Sound Priority''' specifies the priority level of the chat message sound within the channels. Enable the option and then type the number for the priority level.
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* '''Chat Message Sound Duration''' specifies the length of the sound. Use the following values:
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** <tt>-1</tt> specifies to repeat the sound until the chat message is read.
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** <tt>0</tt> specifies to play the sound only one time.
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** <tt>1</tt> or more specifies to play the sound for the specified duration (in milliseconds) and then repeat until the chat message is read.
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* '''Can Two Step Transfer''' enables two-step transfer of a chat, beginning with a chat consultation.
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* '''Can Two Step Conference''' enables two-step conference of a chat, beginning with a chat consultation.
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* '''Can One Step Transfer''' enables instant chat transfer.
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* '''Auto-disconnect''' automatically disconnects a chat session when the agent is the last remaining party.
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* '''On-hold Queue''' specifies the Interaction Queue where a chat interaction is placed when an agent places it on hold. This option can be overridden by a routing strategy.
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* '''Warning time''' specifies the time in seconds that a warning alarm alerts an agent of a customer awaiting a chat response.
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* '''Maximum time''' specifies the time in seconds
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* '''Prompt for end''' displays a confirmation prompt to an agent when they select End. This option can be overridden by a routing strategy.
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* '''URL push max records''' specifies the maximum size of the pushed URL list.
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* '''Timestamp''' specifies whether the timestamp is displayed in the Chat transcript area.
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* '''Typing''' specifies whether a typing notification is sent to customers during a chat interaction.
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* '''Typing timeout''' specifies the duration in seconds of when the typing notification is displayed after the last keystroke.
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* '''Decline''' allows an agent to decline incoming chat interactions.
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* '''URL push''' allows an agent to push URLs to customers during chat sessions.
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* '''Interaction Disposition''' allows an agent to set a disposition code for chat interactions.
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[[Category:V:PSAAS:Julie]]

Revision as of 16:58, June 7, 2019

Chat options

In the Chat section of the Contact Center Settings page, configure the following options:


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  • Chat Auto Answer specifies that chat interactions are automatically answered when an agent receives the invitation.
  • Chat Reject enables agents to reject incoming chats.
  • Chat Nickname specifies the nickname that is displayed on the chat window in interactions. Type one the following syntax options:
    • $Agent.UserName$ to display full username.
    • $Agent.LastName$ to display only last name.
    • $Agent.FirstName$ to display only first name.
    • $Agent.FullName$ to display full name.
    • $Agent.EmployeeId$ to display employee ID.
  • Lookup Contact for Chat activates Agent Desktop for contact lookup when an interaction is presented to an agent.
  • Create Contact for Chat will create a contact if the initial contact lookup fails to find an existing contact.
  • Click from Chat to Voice enables users to initiate a voice interaction by clicking a phone number in a chat transcript.
  • Click from Chat to eMail enables users to initiate an email by clicking an email address in a chat transcript.
  • Chat Interaction Ringtone Type specifies the chat ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
  • Chat Interaction Ringtone Priority specifies the priority level of the chat ringtone within the channels. Enable the option and then type the number for the priority level.
  • Chat Interaction Ringtone Duration specifies how long the ringtone rings. Use the following values:
    • -1 specifies to repeat the ringtone until the chat is answered.
    • 0 specifies to play the ringtone only one time.
    • 1 or more specifies to play the ringtone for the specified duration (in milliseconds) and then repeat until the chat is answered.
  • Chat Message Ringtone Type specifies the chat message ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
  • Chat Message Sound Priority specifies the priority level of the chat message sound within the channels. Enable the option and then type the number for the priority level.
  • Chat Message Sound Duration specifies the length of the sound. Use the following values:
    • -1 specifies to repeat the sound until the chat message is read.
    • 0 specifies to play the sound only one time.
    • 1 or more specifies to play the sound for the specified duration (in milliseconds) and then repeat until the chat message is read.
  • Can Two Step Transfer enables two-step transfer of a chat, beginning with a chat consultation.
  • Can Two Step Conference enables two-step conference of a chat, beginning with a chat consultation.
  • Can One Step Transfer enables instant chat transfer.
  • Auto-disconnect automatically disconnects a chat session when the agent is the last remaining party.
  • On-hold Queue specifies the Interaction Queue where a chat interaction is placed when an agent places it on hold. This option can be overridden by a routing strategy.
  • Warning time specifies the time in seconds that a warning alarm alerts an agent of a customer awaiting a chat response.
  • Maximum time specifies the time in seconds
  • Prompt for end displays a confirmation prompt to an agent when they select End. This option can be overridden by a routing strategy.
  • URL push max records specifies the maximum size of the pushed URL list.
  • Timestamp specifies whether the timestamp is displayed in the Chat transcript area.
  • Typing specifies whether a typing notification is sent to customers during a chat interaction.
  • Typing timeout specifies the duration in seconds of when the typing notification is displayed after the last keystroke.
  • Decline allows an agent to decline incoming chat interactions.
  • URL push allows an agent to push URLs to customers during chat sessions.
  • Interaction Disposition allows an agent to set a disposition code for chat interactions.
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