Documentation:PSAAS:Administrator:umgrChat:Public

Chat options

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

• 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.