Chat options

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

• 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.
• Auto-disconnect automatically disconnects a chat session when the agent is the last remaining party.
• On-hold Queue specifies the Interaction Queue where a chat interaction is placed when an agent places it on hold. This option can be overridden by a routing strategy.
• Warning time specifies the time in seconds that a warning alarm alerts an agent of a customer awaiting a chat response.
• Maximum time specifies the time in seconds
• Prompt for end displays a confirmation prompt to an agent when they select End. This option can be overridden by a routing strategy.
• URL push max records specifies the maximum size of the pushed URL list.
• Timestamp specifies whether the timestamp is displayed in the Chat transcript area.
• Typing specifies whether a typing notification is sent to customers during a chat interaction.
• Typing timeout specifies the duration in seconds of when the typing notification is displayed after the last keystroke.
• Decline allows an agent to decline incoming chat interactions.
• URL push allows an agent to push URLs to customers during chat sessions.
• Interaction Disposition allows an agent to set a disposition code for chat interactions.