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Chat options

In the Chat section of the Contact Center Settings page, configure the following options:


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  • Chat Auto Answer specifies that chat interactions are automatically answered when an agent receives the invitation.
  • Chat Reject enables agents to reject incoming chats.
  • Chat Nickname specifies the nickname that is displayed on the chat window in interactions. Type one the following syntax options:
    • $Agent.UserName$ to display full username.
    • $Agent.LastName$ to display only last name.
    • $Agent.FirstName$ to display only first name.
    • $Agent.FullName$ to display full name.
    • $Agent.EmployeeId$ to display employee ID.
  • Lookup Contact for Chat activates Agent Desktop for contact lookup when an interaction is presented to an agent.
  • Create Contact for Chat will create a contact if the initial contact lookup fails to find an existing contact.
  • Click from Chat to Voice enables users to initiate a voice interaction by clicking a phone number in a chat transcript.
  • Click from Chat to eMail enables users to initiate an email by clicking an email address in a chat transcript.
  • Chat Interaction Ringtone Type specifies the chat ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
  • Chat Interaction Ringtone Priority specifies the priority level of the chat ringtone within the channels. Enable the option and then type the number for the priority level.
  • Chat Interaction Ringtone Duration specifies how long the ringtone rings. Use the following values:
    • -1 specifies to repeat the ringtone until the chat is answered.
    • 0 specifies to play the ringtone only one time.
    • 1 or more specifies to play the ringtone for the specified duration (in milliseconds) and then repeat until the chat is answered.
  • Chat Message Ringtone Type specifies the chat message ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
  • Chat Message Sound Priority specifies the priority level of the chat message sound within the channels. Enable the option and then type the number for the priority level.
  • Chat Message Sound Duration specifies the length of the sound. Use the following values:
    • -1 specifies to repeat the sound until the chat message is read.
    • 0 specifies to play the sound only one time.
    • 1 or more specifies to play the sound for the specified duration (in milliseconds) and then repeat until the chat message is read.
  • Can Two Step Transfer enables two-step transfer of a chat, beginning with a chat consultation.
  • Can Two Step Conference enables two-step conference of a chat, beginning with a chat consultation.
  • Can One Step Transfer enables instant chat transfer.

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This page was last modified on 26 April 2018, at 04:39.