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Legal Notices

[+] Genesys Chat

[+] September 16, 2019


[+] May 31, 2019


[+] March 26, 2019


[+] January 11, 2019


[+] October 17, 2018


[+] September 27, 2018


[+] August 22, 2018


[+] August 23, 2017


For a complete list of new features in the 8.5.x release, please see Chat Server Release Notes.

allow-duplicated-kvp

Section: settings
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.201.05

With a value of "false", Chat Server will return an error when any duplicated key-value pairs (for example, pairs with the same key name) in userdata or event attributes in chat protocol requests are provided. With a value of "true", Chat Server will ignore such conditions (and will use the value from the latest key-value pair). Attention: While the backward compatibility default value is set to "true", it is recommended it be set to "false" for more controlled behavior.

async-idle-notices

Section: settings
Default Value: major
Valid Values: none, major, typing, all
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies which notifications count as async chat session activity for the purpose of inactivity control.

  • all: All user notifications are included (custom, push URL, typing on/off, update nickname).
  • major: Only major notifications are included (push URL, file uploaded, file deleted).
  • none: All notifications are excluded.
  • typing: Only major and "typing on" notifications are included.

async-idle-close

Section: settings
Default Value: 3600
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies, in seconds, a timeout that starts after "async-idle-alert" (enabled only for async chat sessions). If any qualifying activity occurs, (see "async-idle-alert" for a description of what qualifies as activity), the timeout stops and "async-idle-alert" timer is reset. If no qualifying activity is detected during this timeout, Chat Server:

  • Sends the IDLE_CONTROL_CLOSE notice with a message specified by the value of the "message-close" option (in the section [inactivity-control]).
  • Closes the chat session.

async-idle-alert

Section: settings
Default Value: 86400
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies an inactivity alert timeout (in seconds) which will be enabled only for async chat sessions. The inactivity timeout is set (or reset) for a session after any of the following activities: agent joined or left, any chat participant sent a message or a notice (as defined by "async-idle-notices"). If no qualifying activity is detected during this timeout, Chat Server:

  • Sends the IDLE_CONTROL_ALERT notice with a message specified by the value of the "message-alert" option (in the section [inactivity-control]).
  • Updates the interaction properties: GCTI_Chat_AsyncStatus=3 and GCTI_Chat_AsyncCheckAt={time to check interaction at}.
  • Starts the timeout specified by the value of the "async-idle-close" option.

async-chat-enforce

Section: settings
Default Value: none
Valid Values: none, flex, basic, both
Changes Take Effect: Immediately
Introduced: 8.5.307.04

Specifies when Chat Server forces chat sessions to run in async mode.

  • none: no forcing is applied.
  • flex: chat sessions run in async mode, when started via flex chat protocol.
  • basic: chat sessions run in async mode, when started via basic chat protocol.
  • both: all chat sessions run in async mode.

allow-duplicated-kvp

Section: settings
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.201.05

With a value of "false", Chat Server will return an error when any duplicated key-value pairs (for example, pairs with the same key name) in userdata or event attributes in chat protocol requests are provided. With a value of "true", Chat Server will ignore such conditions (and will use the value from the latest key-value pair). Attention: While the backward compatibility default value is set to "true", it is recommended it be set to "false" for more controlled behavior.

async-idle-notices

Section: settings
Default Value: major
Valid Values: none, major, typing, all
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies which notifications count as async chat session activity for the purpose of inactivity control.

  • all: All user notifications are included (custom, push URL, typing on/off, update nickname).
  • major: Only major notifications are included (push URL, file uploaded, file deleted).
  • none: All notifications are excluded.
  • typing: Only major and "typing on" notifications are included.

async-idle-close

Section: settings
Default Value: 3600
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies, in seconds, a timeout that starts after "async-idle-alert" (enabled only for async chat sessions). If any qualifying activity occurs, (see "async-idle-alert" for a description of what qualifies as activity), the timeout stops and "async-idle-alert" timer is reset. If no qualifying activity is detected during this timeout, Chat Server:

  • Sends the IDLE_CONTROL_CLOSE notice with a message specified by the value of the "message-close" option (in the section [inactivity-control]).
  • Closes the chat session.

async-idle-alert

Section: settings
Default Value: 86400
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies an inactivity alert timeout (in seconds) which will be enabled only for async chat sessions. The inactivity timeout is set (or reset) for a session after any of the following activities: agent joined or left, any chat participant sent a message or a notice (as defined by "async-idle-notices"). If no qualifying activity is detected during this timeout, Chat Server:

  • Sends the IDLE_CONTROL_ALERT notice with a message specified by the value of the "message-alert" option (in the section [inactivity-control]).
  • Updates the interaction properties: GCTI_Chat_AsyncStatus=3 and GCTI_Chat_AsyncCheckAt={time to check interaction at}.
  • Starts the timeout specified by the value of the "async-idle-close" option.

async-chat-enforce

Section: settings
Default Value: none
Valid Values: none, flex, basic, both
Changes Take Effect: Immediately
Introduced: 8.5.307.04

Specifies when Chat Server forces chat sessions to run in async mode.

  • none: no forcing is applied.
  • flex: chat sessions run in async mode, when started via flex chat protocol.
  • basic: chat sessions run in async mode, when started via basic chat protocol.
  • both: all chat sessions run in async mode.

PureEngage Chat

The PureEngage Chat channel is part of the PureEngage Digital (eServices) platform. It leverages the same queuing and routing engine used for all media types (voice, digital, and social) to route chats to agents based on resource skills and availability, as well as the customer's contact history. A unified agent desktop and reporting components round out the solution.

PureEngage Chat also has the following capabilities:

  • Mobile chat, which provides push notifications and chat for mobile apps.
  • Asynchronous chat, which enables users to connect with enterprises on their own terms and continue the conversation whenever they have free time. They can send a message when no agents are available and chat sessions will continue even when neither party is active on the session.

What's New

All 9.x products 9.x PureEngage Chat Release Notes
Product Component Latest Starting

Chat Server

Chat Business Process Sample

8.5.306.05

8.5.306.05

Chat Server

8.5.308.06

8.5.201.05


Documentation

Chat Server Administration Guide

Get recommendations for monitoring and adjusting your Chat Server configuration.

Chat Server Administration Supplement (Restricted)

This supplement provides additional information to the Chat Server Administration Guide

Configuration Options

Find the latest information on configuration options for selected eServices components:

More Release Information

This page was last edited on February 19, 2019, at 17:18.