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Enabling the Chat Channel

Procedures

Purpose: To enable an agent to use Chat to chat with a contact that is stored in Universal Contact Server (UCS).
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • A Workspace Application object exists in the Configuration Database.
  • Workspace has a connection to Universal Contact Server and Interaction Server.
  • The Procedure: Enabling agents to manage contacts.
Start
  1. Allow the Chat privileges (see Chat Access Privileges) for the role to which the agent is assigned (refer to the Procedure: Creating a Role and allowing a Workspace privilege and assigning a Role to an agent or agent group).
  2. Configure the Chat options in the interaction-workspace section of the Workspace Application object (refer to the Chat configuration option reference for a list of Chat options and a description of how to configure them).
  3. Allow the following Chat privileges for the role to which the agent is assigned:
    • Can Use Chat Media
    • Can Decline Chat
    • Can Release
    • Can One Step Transfer
    • Can Two Step Transfer
    • Can One Step Conference
    • Can Two Step Conference
    • Can Set Interaction Disposition

End

Purpose: To enable Chat for High Availability (HA).
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • A Workspace Application object exists in the Configuration Database.
  • Workspace has a connection to Universal Contact Server and Interaction Server.
  • Chat Server 8.1.0 or higher.
  • The Procedure: Enabling agents to manage contacts.
Start
  1. Configure Chat Server for Warm Stand-by. Set the following values for the following Chat Server options for both the primary and backup Chat Servers:
    • session-restoration-mode = simple
    • transcript-auto-save = 2
    • transcript-resend-attempts = 10
    • transcript-resend-delay = 15
    • transcript-save-on-error = continue
    Refer to the EServices documentation for more information on setting up Chat Server.
  2. For the Web API Server application, add a connection to the primary Chat Server.
  3. Configure the following options in the interaction-workspace section of the Workspace Application object:
    • chat.reconnect-attempts--Defines the number of attempts to reconnect to the chat session.
    • chat.reconnect-timeout--Defines the interval between each attempt to reconnect to the chat session.
    Refer to the Chat configuration option reference for information about how to configure these options.

End


This page was last modified on December 9, 2014, at 10:33.

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