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application.secondary-audio-out-device

Section: interaction-workspace

application.secondary-audio-out-device

Section: interaction-workspace

Chat options

[Modified: 8.5.105.12, 8.5.108.11, 8.5.115.17, 8.5.122.08, 8.5.128.07]

chat.agent.prompt-color

[Modified: 8.5.122.08]

  • Default Value: #FF2E6599
  • Valid Values: Valid hexadecimal (HTML) color code.
  • Changes take effect: Immediately.
  • Description: Specifies the color of the prompt for the messages that are entered by the agent in the Chat view.

chat.agent.text-color

[Modified: 8.5.122.08]

  • Default Value: #FF3D464D
  • Valid Values: Valid hexadecimal (HTML) color code.
  • Changes take effect: Immediately.
  • Description: Specifies the color of the text of the messages that are entered by the agent in the Chat view.

chat.attachment-download-timeout

[Added: 8.5.115.17]

  • Default Value: 30
  • Valid Values: An integer value from -1 to 10000
  • Changes take effect: At the next interaction.
  • Description: Specifies the time to wait for Universal Contact Server to download a chat attachment.

chat.auto-answer

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether a chat interaction is automatically accepted and joined when an Interaction Server Invite event is received. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.auto-answer.enable-reject

[Added: 8.5.105.12]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the Reject button is available in the interaction notification when the value of chat.auto-answer is set to true and the value of chat.auto-answer.timer is greater than 0. The privilege to reject interactions must be granted. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.auto-answer.timer

[Added: 8.5.105.12]

  • Default Value: 0
  • Valid Values: Any integer greater than or equal to 0.
  • Changes take effect: At the next interaction.
  • Description: Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of chat.auto-answer is set to true. If the value 0 is specified, interactions are immediately auto-answered. If any positive integer value is specified, then an interaction notification is displayed to the agent and a timer counts down the seconds until the interactions is auto-answered. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.auto-mark-done-non-owner-agent

[Added: 8.5.128.07]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: Specifies whether chat interactions are automatically closed and marked done when the contact disconnects if the agent is not the owner (not the last agent remaining connected to the interaction) of the chat interaction; this includes chat consultation agents and supervisors who are monitoring or coaching the chat interaction.

chat.auto-mark-done-non-owner-agent.timer

[Added: 8.5.128.07]

  • Default Value: 0
  • Valid Values: 0 to MAXINT
  • Changes take effect: Immediately.
  • Description: Specifies the time, in seconds, before a chat interaction auto closes if the agent is not the owner (not the last agent remaining connected to the interaction) of the chat interaction; this includes chat consultation agents and supervisors who are monitoring or coaching the chat interaction. Depends on chat.auto-mark-done-non-owner-agent.

chat.auto-mark-done-owner-agent

[Added: 8.5.128.07]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: Specifies whether chat interactions are automatically closed and marked done when the contact disconnects if the agent is the owner (the last agent remaining connected to the interaction) of the chat interaction.

chat.auto-mark-done-owner-agent.timer

[Added: 8.5.128.07]

  • Default Value: 0
  • Valid Values: 0 to MAXINT
  • Changes take effect: Immediately.
  • Description: Specifies the time, in seconds, before a chat interaction auto closes if the agent is the owner (the last agent remaining connected to the interaction) of the chat interaction. Depends on chat.auto-mark-done-owner-agent.

chat.client.prompt-color

[Modified: 8.5.122.08]

  • Default Value: #FFAF4F0B
  • Valid Values: Valid hexadecimal (HTML) color code.
  • Changes take effect: Immediately.
  • Description: Specifies the color of the prompt for the messages that are entered by the contact in the Chat view.

chat.client.text-color

[Modified: 8.5.122.08]

  • Default Value: #FF3D464D
  • Valid Values: Valid hexadecimal (HTML) color code.
  • Changes take effect: Immediately.
  • Description: Specifies the color of the text of the messages that are entered by the client in the Chat view.

chat.emojis-business-attribute

[Added: 8.5.115.17]

  • Default Value: ""
  • Valid Values: The name of a Business Attribute that defines a set of emojis.
  • Changes take effect: At the next interaction.
  • Description: Specifies a Business Attribute object that contains a set of emojis definitions. Refer to Enabling Emojis for information about creating this Business Attribute.

chat.enable-auto-disconnect

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the chat session is automatically disconnected if the agent is the last party remaining in the chat session.

chat.historical.maximum-age

[Added: 8.5.122.08]

  • Default Value: 0
  • Valid Values: 0 or any positive integer.
  • Changes take effect: At the next interaction.
  • Description: Specifies the number of days of previous chat sessions with the current contact are to be displayed in the Chat interaction view before the current chat session. The value 0 means that no previous chat sessions are displayed. A maximum of 3000 messages can be displayed.

chat.max-attachments-files

[Added: 8.5.115.17]

  • Default Value: 0
  • Valid Values: 0 or any positive integer value
  • Changes take effect: At the next interaction.
  • Description: Specifies the maximum number of files that an agent can attach to a chat interaction. The value 0 means there is no limit on the number of files an agent can send to a contact.

chat.max-attachments-size

[Added: 8.5.115.17]

  • Default Value: 0
  • Valid Values: 0 or any positive integer value
  • Changes take effect: At the next interaction.
  • Description: Specifies the total number of megabytes of files that an agent can attach to a chat interaction. The value 0 means there is no maximum number of megabytes that an agent can send to a contact.

chat.max-file-size

[Added: 8.5.115.17]

  • Default Value: 0
  • Valid Values: 0 or any positive integer value
  • Changes take effect: At the next interaction.
  • Description: Specifies the maximum size of the file, in kilobytes, that an agent can attach to a chat interaction. The value 0 means there is no file size limit.

chat.new-message-bell

  • Default Value: ""
  • Valid Values: Letters A to Z and a to z. Numbers 0 through 9. All special characters that are valid Windows file names.
  • Changes take effect: Immediately.
  • Description: Specifies the configuration string for the new Chat Message sound -- for example: Sounds\bell.mp3|7|0|primary
The value has four components that are separated by the character '|':
  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority -- The higher the integer the higher the priority.
  3. The duration:
    1. 0 means that the whole sound is played one time.
    2. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

chat.nickname

  • Default Value: $Agent.UserName$
  • Valid Values: A string that contains a compilation of characters and field codes from the following list: $Agent.FullName$,$Agent.UserName$, $Agent.LastName$, $Agent.FirstName$, $Agent.EmployeeId$, $AttachedData.Y$ (where Y is an attached data key name).
  • Changes take effect: At the next interaction.
  • Description: Specifies that a nickname (pseudonym) is used in chat sessions instead of the agent's user name, and defines the nickname. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.on-hold-queue

[Modified: 8.5.128.07]

  • Default Value: ""
  • Valid Values: Any valid Script name of type 'Interaction Queue'.
  • Changes take effect: At the next attempt to put a chat in a queue.
  • Description: Specifies the Interaction Queue where the chat interaction is placed when the agent clicks Place chat on hold. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.other-agent.prompt-color

[Modified: 8.5.122.08]

  • Default Value: #FF295B00
  • Valid Values: Valid hexadecimal (HTML) color code.
  • Changes take effect: Immediately.
  • Description: Specifies the color of the prompt for the messages that are entered by the other (conferenced) agent in the Chat view.

chat.other-agent.text-color

[Modified: 8.5.122.08]

  • Default Value: #FF3D464D
  • Valid Values: Valid hexadecimal (HTML) color code.
  • Changes take effect: Immediately.
  • Description: Specifies the color of the text of the messages that are entered by the other (conferenced) agent in the Chat view.

chat.pending-response-to-customer

  • Default Value: 30,50
  • Valid Values: A comma-separated list value: <warning time>, <maximum time>.
  • Changes take effect: At the next interaction.
  • Description: Defines two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time. Agents are warned by the flashing of various elements in the user interface, including the taskbar, collapse/expand button, the interaction bar, and the pending response timer. If the agent places his or her mouse pointer on any of these flashing elements, a preview of the last received message from the contact is displayed.

chat.pending-response-to-customer-bell

[Added: 8.5.122.08]

  • Default Value: ""
  • Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
  • Changes take effect: Immediately.
  • Description: Specifies the configuration string for the chat pending response sound. For example: "Sounds\chord.mp3|7|0|primary" The value has four components that are separated by the character '|':
  1. The file name and folder relative to the application folder. It may happen that on some virtual desktop, MP3 or other sounds format cannot be rendered by Direct Show filters. Files format that can be played (.wav, …) with Direct Show must be used here.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. 0 means play the whole sound one time.
    2. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. The output devices:
    1. primary means plays on the default output device.
    2. secondary means plays on the output device specified by the application.secondary-audio-out-device option.
    3. both means plays on both default output device and the output device specified by the application.secondary-audio-out-device option.

chat.prompt-for-end

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies if the application prompts a confirmation message when the user clicks End. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.reconnect-attempts

  • Default Value: 5
  • Valid Values: Any integer greater than or equal to 0.
  • Changes take effect: At the next interaction.
  • Description: Specifies the number of attempts to reconnect to the chat session to make in the case of a connection loss.

chat.reconnect-timeout

  • Default Value: 10
  • Valid Values: Any integer greater than or equal to 0.
  • Changes take effect: At the next interaction.
  • Description: Specifies the duration, in seconds, between each attempt to reconnect to the chat session in the case of connection loss.

chat.restricted-attachment-file-types

[Added: 8.5.115.17]

  • Default Value: ""
  • Valid Values: A comma-separated list of file extensions to be restricted.
  • Changes take effect: At the next interaction.
  • Description: Specifies the list of file types (for example: exe, bat, and so on) that agents cannot attach to a chat interaction.

chat.ringing-bell

  • Default Value: Sounds\Ring.mp3|10|-1|primary
  • Valid Values: Letters A to Z and a to z. Numbers 0 through 9. All special characters that are valid Windows file names.
  • Changes take effect: At the next interaction.
  • Description: Specify the Chat channel ringing sound configuration string, for example: Sounds\Ring.mp3|10|-1|primary
The value has four components that are separated by the character '|':
  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means plays and repeats until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

chat.show-attachment-image-thumbnail

[Added: 8.5.115.17]

  • Default Value: never
  • Valid Values: A value from the following list: never, always, online, history
  • Changes take effect: At the next interaction.
  • Description: Specifies whether to display the icon of an attached image file in chat transcript as image thumbnail (or as generic file) in the online session, the interaction history, or both.

chat.show-unread-notification

[Added: 8.5.122.08]

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next sent message.
  • Description: Specifies whether the unread message notification is displayed in the chat transcript. When the message is read, the notification icon disappears. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.simple-transcript

[Added: 8.5.122.08]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: Immediately
  • Description: Specifies whether the chat transcript is displayed as simple lines of text lines instead of text blocks.

chat.system.text-color

  • Default Value: #FF8C8C8C
  • Valid Values: Valid hexadecimal (HTML) color code.
  • Changes take effect: Immediately.
  • Description: Specifies the color of the text of the system messages in the Chat view.

chat.time-stamp

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: Specifies whether the timestamp is displayed in the Chat transcript area.

chat.toast-information-key

  • Default Value: Subject
  • Valid Values: Any valid attached data key name.
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the Information area is displayed in the Chat interaction notification. The option specifies the name of the attached data key that contains the information. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.typing-isenabled

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether typing notification is enabled. It should be disabled for Chat Server lower than 8.0.1.
Warning

If the Chat - Can Preview Customer Typing privilege is also granted, and you have configured eServices to hide sensitive personal information that is entered by the contact during the chat, agents will be able to see the information as it is entered, but not after then contact sends it.
Added: 8.5.108.11

chat.typing-timeout

  • Default Value: 10
  • Valid Values: An integer value from 0 to MAXINT.
  • Changes take effect: At the next interaction.
  • Description: Specifies the duration, in seconds, that the typing notification is displayed after the last keystroke and before the agent or contact sends their message.

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This page was last modified on October 26, 2018, at 06:33.