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[+] Genesys Chat

What's New in Chat Server for 9.0

The following new features were added in the 8.5.303.01 release:

  • There were no new features in this release however the following issue was resolved:
    • Chat Server no longer relays details about errors from Universal Contact Server to Genesys Mobile Services (GMS). Previously, when creating or restoring a chat session, GMS could disclose too much information in the response.

The following new features were added in the 8.5.302.03 release:

The following new features were added in the 8.5.301.06 release:

  • Chat Server now supports asynchronous mode for chat sessions:
    • Chat sessions can now be declared as "async" where Chat Server applies a specific method for handling such sessions:
      • For async chat sessions, Chat Server now detects when a chat session is placed on hold (in other words, is placed in a "dormant" state).
      • For dormant chat sessions, Chat Server now signals the workflow when a customer replies or an async idle timeout expires.
      • Chat Server closes an async chat session if no activity is detected for the configured amount of time.
        Note: The following new options, async-idle-alert , async-idle-close , async-idle-notices were introduced in this release. Please see the Chat Server page in the eServices Options Reference Guide for information on all Chat Server-related options.
    • The Chat Server IP provides a sample IRD/URS workflow which demonstrates the integration for an async chat session.
    • The reporting statistic calculation for async chat sessions now considers the nature of async communication between a customer and an agent.
  • Chat Server now supports UCS 9.1 in compatibility mode only (in other words, configured as pairs of primary and backup applications).
  • Support for CentOS Linux 7 operating system. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
  • Chat Server now includes security improvements as a fix for vulnerability CVE-2017-9765.

The following new features were added in the 8.5.201.05 release:

  • Redesigned Chat Server IP to align with new Genesys branding.
  • Chat Server now accepts event attributes in nested lists in ESP requests from a workflow.
  • A new configuration option, allow-duplicated-kvp, allows you to prohibit duplicated key-value pairs in userdata and event attributes in chat protocol requests.
  • Chat Server now attaches an additional set of chat session characteristics at the end of each chat session. For more information on these chat session characteristics, refer to the Chat Server Reporting Data section in the Administrator's Guide.
  • Chat Server now allows you to retain the latest version of the intermediate transcript in the Cassandra Database when Cassandra is used for High Availability mode.

For a complete list of new features in the 8.5.2 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.

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.

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 9.0 products 9.0 PureEngage Chat Release Notes
Product Component Latest Starting

Chat Server

Chat Server

8.5.303.01

8.5.201.05


Documentation

Chat Server Administration Guide

Get recommendations for monitoring and adjusting your Chat Server configuration.

Configuration Options

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

More Release Information

This page was last modified on October 28, 2018, at 05:08.