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timeout-close

Section: inactivity-control
Default Value: 45
Valid Values: Any integer from 1-86400
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies, in seconds, a timeout that starts after "timeout-alert" or "timeout-alert2" (if specified) expires. If any qualifying activity occurs, (see "timeout-alert" or "timeout-alert2" for a description of what qualifies as activity), the timeout stops and both "timeout-alert" and "timeout-alert2" timers are reset. If qualifying activity does not occur, Chat Server:
  • Sends the IDLE_CONTROL_CLOSE notice with a message specified by the value of the "message-close" option.
  • Closes the chat session.

timeout-alert2

Section: inactivity-control
Default Value: 0
Valid Values: Any integer from 0-86400
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies the second inactivity alert timeout, in seconds. The inactivity timeout is set (or reset) for a session after any of the following activities: chat participant joined or left, chat participant sent a message or a notice (as defined by "include-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-alert2" option.
  • Starts the timeout specified by the value of the "timeout-close" option.
Attention: Timeout will not be used if the specified value is zero.

timeout-alert

Section: inactivity-control
Default Value: 255
Valid Values: Any integer from 1-86400
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies an inactivity alert timeout, in seconds. The inactivity timeout is set (or reset) for a session after any of the following activities: chat participant joined or left, chat participant sent a message or a notice (as defined by "include-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.
  • Starts the timeout specified by the value of the "timeout-alert2" (if specified) or "timeout-close" option.

message-close

Section: inactivity-control
Default Value: Chat session closed due to inactivity of chat participants.
Valid Values: Any string
Changes Take Effect: Immediately


Specifies the message sent to chat participants upon expiration of the timeout specified by the option "timeout-close". If an empty string is specified, no message is sent.

message-alert2

Section: inactivity-control
Default Value: Chat session will be closed very soon due to inactivity of chat participants.
Valid Values: Any string
Changes Take Effect: Immediately


Specifies the message sent to chat participants upon expiration of the timeout configured as the value of the "timeout-alert2" option. If an empty string is specified, no message is sent.

message-alert

Section: inactivity-control
Default Value: Chat session will be closed soon due to inactivity of chat participants.
Valid Values: Any string
Changes Take Effect: Immediately


Specifies the message sent to chat participants upon expiration of the timeout which is specified by the option "timeout-alert". If an empty string is specified, no message is sent.

include-notices

Section: inactivity-control
Default Value: major
Valid Values: none, major, typing, all
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies which notifications count as 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.

enabled

Section: inactivity-control
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately


Enables (true) or disables (false, the default) chat session inactivity control by Chat Server. For active sessions, enabling or disabling of inactivity control takes effect only after some activity of chat participants occurs, or after the current inactivity timeout (specified by the "timeout-alert", "timeout-alert2" and "timeout-close" options) expires.

How to send ESP requests to Chat Session from Workflow

Introduction

Genesys allows to send messages, notices (types are limited), and other requests to chat session from a workflow (an URS/ORS strategy).

For example, when a customer starts a chat session from the web page, the chat session is created in Chat Server and corresponding interaction is submitted in Interaction Server. At some point, the interaction is processed by the workflow, which can send a message like "agent will be with you shortly... " and then the routing starts (to find an agent to serve this chat communication).

Prerequisites

Interaction Server application (in configuration) must be connected to Chat Server application's "ESP" port.

How to Implement

The following steps are necessary in order to send a message or notice from the URS strategy:

  1. Verify that the interaction is still online by checking that UData['IsOnline'] != '0'. If the interaction is offline, which means that the chat session is closed, there is no sense to send messages into it.
  2. Extract from the interaction properties the name of the Chat Server application which is processing/handling the ongoing chat session. This can be achieved by assigning UData['ChatServerAppName'] to a local variable.
  3. Use the External Service block in the Data and Services palette in IR Designer (or the External Service block in the Server Side palette in Composer) to send a request. The following general parameters must be specified:
    • The Application type must be set to ChatServer.
    • The Application name must be set to a value obtained from the user data in step 2.
    • The Service name is set to Chat.
    • The Don't send user data must be unchecked.
  4. Set the corresponding Method name to send one of the ESP requests, described below.

Method Message

Message – submits a text message to a chat session. Provide the following parameters:

Parameter Mandatory Value Description
MessageText yes Message text to submit to a chat session
MessageType optional Specify any arbitrary text as message type (transparent for Chat Server).
Nickname optional Specify a nick name of a participant on behalf of whom the message will be shown in a chat session.
Visibility optional Possible values:
  • ALL – message will be visible to all chat participants (default value)
  • INT – message will be visible to agents and supervisors only
  • VIP – message will be visible to supervisors only

Use visibility wisely as not all components (including Genesys Workspace) may show it correctly.

Method Notice

Notice – sends a notification of the specified type to a chat session. Provide the following parameters:

Parameter Mandatory Value Description
NoticeType yes Possible values:
  • USER_PUSHED_URL – to implement the "push URL" functionality (NoticeText must contain valid URL).
  • USER_CUSTOM – could be used for any custom purpose (completely transparent for Chat Server).
NoticeText optional Any arbitrary text.
Nickname and Visibility The same as in the Message Method.

Method IdleControlConfigure

IdleControlConfigure – allows to change the configuration for inactivity control monitoring for a given chat session. Provide the following parameters (while all parameters are optional, at least one parameter must be provided):

Parameter Mandatory Notes
reset-parameters optional Resets all inactivity control parameters to values provided in the Chat Server application configuration.
Valid values: true / false (default).
enabled optional
include-notices optional
message-alert optional
message-alert2 optional Available starting with Chat Server release 8.5.107.
message-close optional
timeout-alert optional
timeout-alert2 optional Available starting with Chat Server release 8.5.107.
timeout-close optional

Method ConfigureSession

ConfigureSession - allows you to change the language for the current chat session. At least one of the following parameters must be included:

Parameter Mandatory Value Description
GCTI_LanguageCode optional If this parameter is present, other parameters are ignored . The parameter must contain the name of the language business attribute.
GCTI_LanguageName optional This parameter is used only if the GCTI_LanguageCode parameter is not present. Parameters are processed as described in the How Chat Server Associates Sessions with Languages section.

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This page was last modified on October 12, 2018, at 10:37.