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Enabling the Instant Messaging Channel

Procedure

Enabling agents to use Instant Messaging

Purpose:

To enable an agent to use Instant Messaging (IM) to send and receive text messages with an internal target.
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 SIP Server.

Start

  1. Allow the Team Communicator privileges (see Team Communicator 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 Team Communicator options in the interaction-workspace section of the Workspace Application object (refer to the Team Communicator configuration option reference for a list of Team Communicator options and a description of how to configure them).
  3. Allow the following IM privileges for the role to which the agent is assigned:
    • Can Release IM
    • Can Make IM
    • Can Use IM
  4. Configure the IM options in the interaction-workspace section of the Workspace Application object (refer to the IM configuration option reference for a list of IM options and a description of how to configure them).
  5. Ensure that the SIP DN of the Place used for Instant Messaging has the following options defined in the TServer section:
    • sip-signaling-chat = none
    • multimedia = true
    • voice = false (optional)

End

Retrieved from "https://docs.genesys.com/Documentation:IW:Dep:EnableIM:8.5.0 (2019-06-24 08:54:46)"
This page was last modified on January 6, 2014, at 12:16.

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