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Enabling the Standard Responses feature

Procedure

Enabling agents to use the Standard Responses Library (SRL)

Purpose:

To enable an agent to access the Universal Contact Server database of prewritten standard responses for interactions.

Agents can insert these responses as replies into any e-mail, instant messaging, or chat message, or they can read them to the contact during a voice interaction.
Prerequisites

Start

  1. Allow the following SRL privileges (see SRL Access Privileges) for the role to which the agent is assigned (refer to the Creating a Role and allowing an Workspace privilege and assigning a Role to an agent or agent group):
    • Can Use SRL
  2. Enable an index search on SRL in the Universal Contact Server configuration.
    • Set the index\enabled option to true.
    • Set the index.srl\enabled option to true.

    For more details about these settings, refer to the eServices (Multimedia) 8.0 Reference Manual.
  3. Configure the relevancy level for Suggested Responses:

End

This page was last modified on January 6, 2014, at 12:20.

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