session-shutdown-timeout
Section: settings
Default Value: 180
Valid Values: 30-1728000
Changes Take Effect: After restart
Specifies the length of time, in seconds, that will pass before an active chat session is terminated by the server.
The session is terminated if, during this time span, there are no inbound or outbound messages and the chat events
NewPartyInfo (a new party joined the chat) and PartyLeftInfo (a party left the chat) are not received.
whatsappsession.on-hold-queue
Section: interaction-workspace
Default Value:
Valid Values: Any valid Interaction Queue script name
Changes Take Effect: At the next interaction attempt to put the chat in the queue
Specifies the Interaction Queue where the chat interaction is placed when the agent hits the "Place chat on hold" button.
session-restoration-mode
Section: settings
Default Value: none
Valid Values: none, simple
Changes Take Effect: Immediately
Allows ("simple") or prohibits ("none") Chat Server's processing of requests for session
restoration (when Chat Server is working in high availability mode).
use-contact-server
Section: settings
Default Value: true
Valid Values: true, false
Changes Take Effect: At start/restart
If this option is set to true, Chat Server creates and updates records in the
Universal Contact Server database for each session that is created. If set to false, Chat
Server does not interact with Universal Contact Server.
transcript-auto-save
Section: settings
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately
If this option is set to 1 (recommended for HA) or 2, Chat Server sends the updated
chat session transcript to Universal Contact Server after each submitted message.
If set to 0, no UCS records are updated until the chat session ends.
For the value 2, Chat Server also sends a special TRANSCRIPT_SAVE_DONE
notification for basic clients (which can be used in custom agent desktops only).
stop-abandoned-interaction
Section: settings
Default Value: never
Valid Values: always, never, noagents, noanswer
Changes Take Effect: Immediately
Modified: 8.5.301.06
Specifies how Chat Server handles chat interactions (in Interaction Server) when the chat session is finished. Possible values:
- always: interactions are always stopped when the chat session is finished (not recommended value).
- never: interactions are never stopped by Chat Server (recommended value).
- noagents: interactions are stopped only if there are currently no agents or supervisors in the session (use value wisely).
- noanswer: interactions are stopped only if no agents ever joined the session - in other words, the session was never answered (use value wisely).
Note: When the chat session is closing, it ignores the presence of bot participants when evaluating this option (in other words, bot participants are not considered "agents"). The legacy "true" and "false" values are also supported and converted to new values as following:
- "false" is interpreted as "never"
- "true" is interpreted as "noanswer"
By default, Chat Server does not stop any interaction after the chat session is finished. Instead, Chat Server updates the IsOnline interaction property to false and attaches reporting statistics. If your deployment includes Genesys Info Mart reporting, Genesys recommends that you set the value of this option to "noanswer", to enable accurate reporting of abandoned chats. In all other deployments, Genesys recommends that you set the value of this option to "never", and have the agent desktop and/or a workflow stop the interaction. Values other than "never" must be used cautiously, as stopping the interaction from Chat Server may lead to conflicts with updates from the agent desktop.
Deploying WhatsApp
Prerequisites
- Computer with access to the Genesys Hub REST API
- Java 8 or above
- Digital Messaging Server 9.0.002.06 or later
- Chat Server 8.5.306.03 or later
- UCS 8.5.300.09 or later (8.5.300.16 or later for outbound support)
- Workspace Desktop Edition 8.5.127.06 or later
- eServices Manager 9.0.000.09 or later
- Genesys Hub account that contains the following values:
- Username
- Password
- API key
- Configured channel with channelId
Deploy Digital Messaging Server
Follow the installation procedure for Digital Messaging Server.
Install the channel driver
- Navigate to the folder that contains the installation package for Genesys Driver for use with Genesys Hub.
- Run the installation for Genesys Driver for use with Genesys Hub:
- On Windows, run setup.exe
- On Linux, run install.sh
- When prompted by the installation dialog, specify the proper Configuration Server parameters for your environment and select the desired Digital Messaging Server application.
- After installation, locate the GenesysHubDriver.cfg configuration file in the \<Digital Messaging Server application>\media-channel-drivers\channel-ghub\Configuration folder.
- In GAX, open your Digital Messaging Server Application, go to the Options tab, and import options from the GenesysHubDriver.cfg file.
Configuration
All options are documented in the Options Reference.
Configuring Chat Server
Set the following Chat Server options:
- stop-abandoned-interaction = never
- transcript-auto-save = 1
Ensure that the following Chat Server options are set to their default values:
- use-contact-server = true
- session-restoration-mode = none
There is a limit on the concurrent chat sessions Chat Server can support at a time. It depends on the hardware and chat session scenario, but as a rule of thumb you can expect a maximum of 1,000 concurrent sessions on one Chat Server.
Endpoints
- Chat Server: in the [endpoints] section, add a queue called async-chat-greet-queue.
- Digital Messaging Server: in the [channel-*any name*] section for your WhatsApp channel, add an endpoint called session-chat.
(You must use a comma before the tenant ID. For example: ,1:session-chat.)
Deploy Genesys Hub Plug-in for Workspace Desktop Edition
- Install Workspace using the ClickOnce deployment procedure.
- Configure and install the plugin, ensuring that your configuration procedure includes importing the template and metadata for the plugin. This makes roles and other required items available.
- Open the Workspace Desktop Edition Deployment Manager.
- Create a deployment package. In the Customization section, ensure that you select Genesys Hub Plug-in for Workspace Desktop Edition.
- Deploy the package on a web server.
- If you are using role-based access control,
- You must assign all Workitem privileges. The plugin does not support unassigned Workitem privileges.
- Assign InteractionWorkspace.WhatsApp.canUse privileges. This allows agents to load the WhatsApp plugin. If this permission is not set, the plugin will not load.
- Provide values for the configuration options that you added to your Workspace Application, as described in the next section.
Configuring the Plugin
Plugin Options
All options for the plugin are located in the [interaction-workspace] section. Options are documented in the Options Reference.
When using the sample business process, set the following configuration options in the [interaction-workspace] section:
- whatsappsession.on-hold-queue to async-chat-return-queue
- workbin.whatsappsession.in-progress to async-chat-main-workbin
Workspace Desktop Edition Options
Workspace Desktop Edition options are documented in the Configuration Options Reference section of the Workspace Desktop Edition Deployment Guide. The following settings are recommended:
- contact.directory-displayed-columns = LastName,FirstName,PhoneNumber,EmailAddress,_msg_ProfileNickname
- contact.directory-search-attributes = LastName,FirstName,PhoneNumber,EmailAddress,_msg_ProfileNickname
- contact.displayed-attributes = Title,FirstName,LastName,PhoneNumber,EmailAddress,_msg_ProfileNickname
- display-format.case-name-format = $Contact._msg_ProfileNickname$|$Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$
- display-format.customer-name-format = $Contact._msg_ProfileNickname$|$Contact.FirstName$ $Contact.LastName$|$Party.DisplayName$
- interaction.window-title = ($Contact.FirstName$ $Contact.LastName$ $Interaction._msg_ProfileNickname$|$Interaction.MainParty$) - $Interaction.Type$ - $Window.Title$
- toast.window-title = ($Contact._msg_ProfileNickname$|$Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$) - $Window.Title$
Other configuration
- Create the following media type in the Configuration Server database: whatsappsession. Next, add the whatsappsession media type to your environment's capacity rules and specify how many instances of whatsappsession interactions are allowed simultaneously.
- Create a Business Attribute of type Interaction Subtype with the name InternalConferenceInvite.
- Genesys recommends that you increase the default value of the session-shutdown-timeout option in DMS to 1800 (30 minutes).
Uninstalling or upgrading
Driver
Uninstalling the driver
- Stop the DMS application with the driver. This can be done for example via GAX (or Services if using Windows).
- Uninstall the driver:
- On Windows through Control Panel > Programs and Features.
- On Linux by running the ./uninstall_custom.sh script from the media-channel-drivers/channel-ghub/uninstall folder.
- Verify that the folder channel-ghub was removed under folder media-channel-drivers.
Upgrading the driver
- Follow the procedure above to uninstall the old version of the driver.
- Install the new version of the driver, using the instructions above on this page.
- Start the DMS application with the driver.
Plugin
Uninstalling the plugin
- Uninstall the plugin.
- Create a deployment package with Workspace Desktop Edition Deployment Manager.
- Deploy the package onto a web server.
Upgrading the plugin
- Follow the procedure above to uninstall the old version of the plugin.
- Install the new version of the plugin, using the instructions above on this page.
- Create a deployment package with Workspace Desktop Edition Deployment Manager. Ensure you select the plugin in the Customization section.
- Deploy the package and plugin onto a web server.