Mitel MiContact Center Enterprise
CHAT CONFIGURATION – OPERATING INSTRUCTIONS
Release 9.4
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Chat Configuration – Operating Instructions
Release 9.4 – March 2020
®,™ Trademark of Mitel Networks Corporation
© Copyright 2020 Mitel Networks Corporation
All rights reserved
INTRODUCTION
MiCC Enterprise may be integrated with chat functionality allowing customers to request chat
sessions which will be routed to agents. This document will describe integrating the built-in
customer chat client into your external Web site. Knowledge of basic Internet Web design and
HTML is assumed.
CUSTOMER CHAT CLIENT
Chat functionality may be integrated into your Web site using the stock chat client or you may
design your own.
STOCK CHAT CLIENT
During installation of MiCC Enterprise a CustomerChat Web application is added to the default
Web site of Internet Information Server. The CustomerChat Web application was built using
ASP.NET v4.0 and uses SignalR technology for communication between the client and server.
INTEGRATION
The chat toolbox can be integrated into a Web site using a single line of Javascript code. Add the
following line to the end of the <head> section of the HTML page.
<script src=”http[s]://<MICCEWEBSERVER[:port]>/CustomerChat/Chat/Toolbox” />
For example:
<head>
<script src=”https://MICCESERVER:443/CustomerChat/Chat/Toolbox” />
</head>
The toolbox will automatically be initialized when the page loads and will display as a popout tab
The CustomerChat Web application contains a sample Web page that integrates the chat
toolbox. The page can be accessed using the following URL:
http://<MICCEWEBSERVER/CustomerChat/Chat
You may view the source of the Web page for sample code integrating the chat toolbox.
CONFIGURATION
WARNING: In the following sections that describe modifying configuration files, a backup of the
existing files should be done before any changes are made. In addition, after modifying existing
files or adding new ones, a backup should be made of the new or changed files. During
upgrades of the software, these changes may be lost.
Web.config
Web.config contains settings that used by the back-end CustomerChat Web application as well
as client side script. These are contained in the <appSettings> section of the config file. The file
is located at:
<InstallDir>\Services\Web\CustomerChat\web.config
SETTING
PURPOSE
CustomerDisconnectTimeoutSeconds
When a customer leaves the current Web page containing the
chat session, a disconnect occurs between the page and the
back end Web application. If the customer returns to the page
containing the chat session within this time, they will be
reconnected to the current chat session. Otherwise, the chat
session will be terminated. Default = 60.
AgentWarningCustomerDisconnectTimeoutSeconds
When a customer has left the current Web page containing the
chat session and a disconnect occurs, the agent will receive a
message X seconds before the session timeout will occur
according to CustomerDisconnectTimeoutSeconds. For
example, if CustomerDisconnectTimeoutSeconds is 60 and
AgentWarningCustomerDisconnectTimeoutSeconds is 20, the
agent will receive the message 40 seconds after the
disconnect occurred. Default = 20.
IgnoreCustomerDetails
true or false. If true, details such as customer name, phone
number and e-mail address are ignored when requesting a
chat. Default = false.
ServiceGroupIDsToReject
A comma separated list if service group IDs that cannot
request chats. Default = “”.
Mitel.ChatToolbox.Config
The Mitel.ChatToolbox.Config object contains the main settings that apply to UI state of the Chat
toolbox and chat conversations. The object is defined in the file:
<InstallDir>\Services\Web\CustomerChat\Scripts\Chat\Config.js
The file may be modified directly which will apply as the default for all chat sessions.
Configuration may be set on a page basis by redefining the customizePage function. This
function executes immediately after the toolbox is loaded. To redefine the function, insert the
following Javascript code into your Web page:
<script>
Mitel.ChatToolbox.customizePage = function() {
}
</script>
Inside the function modify any of the Mitel.ChatToolbox.Config properties.
Configuration may also be set on a request basis by redefining the customizeRequest function.
This function executes immediately before the chat is requested. To redefine the function, insert
the following Javascript code into your Web page:
<script>
Mitel.ChatToolbox.customizeRequest = function() {
}
</script>
Inside the function modify any of the Mitel.ChatToolbox.Config properties. Some properties do
not apply to each individual chat request and should not be modified in the customizeRequest
function. For example, ToolboxAvailable which determines whether the toolbox is available does
not apply to each chat session. Also, some properties such as ServiceGroupID must be known
before a chat is requested as they are used to determine availability.
Properties
PROPERTY
PURPOSE
ToolboxAvailable
true or false. Indicates if the chat toolbox is available at all. Default = true.
This property must not be modified in the customizeRequest function.
ShowWhenUnavailable
true or false. Indicates if the toolbox should be shown even when the defined
service group is not available for chat requests. Default = true. This property
must not be modified in the customizeRequest function.
StatePollingInterval
Amount of time in seconds between polling for service group state and
estimated wait time. Default = 20. This property must not be modified in the
customizeRequest function.
SessionID
Identifier of the requested chat session. This can be left blank if the session
does not need to be identified. Default = “”.
CustomerName
Customer name used to initiate the chat session. This will be populated with
the entry on the Request Chat page. This can be left blank indicating an
anonymous customer. Default = “Customer”.
CustomerID
Identifier of the customer used to initiate the chat session. This value is used
strictly for archiving purposes and may be left blank. Default = “”.
CustomerEmail
Customer e-mail address used to initiate the chat session. This will be
populated with the entry on the Request Chat page. Default = “”.
CustomerPhone
Customer phone number used to initiate the chat session. This will be
populated with the entry on the Request Chat page. Default = “”.
InitialMessage
Initial question the customer would like to ask. This will be populated with the
entry on the Request Chat page. Default = “”.
TenantID
Tenant ID. Required. Default = -1.
ServiceGroupID
ID of the service group used to request the chat session. Either this property
or ServiceGroupName must be defined.
ServiceGroupName
Name of the service group used to request the chat session. Either this
property or ServiceGroupID must be defined.
PrivateData
Any private data to be attached to the chat session. Default = “”.
HideAgentName
true or false. If true, no agent name will be displayed to the customer.
Default = false.
ShowPostChat
true or false. Indicates if the post chat page is to be shown where a new chat
may be requested. Default = true.
TimeoutAfterConversation
Timeout in seconds after a chat conversation has ended before automatically
showing the post chat page. If this value is 0, the post chat page will not be
shown automatically. This only applies if ShowPostChat = true. Default = 0.
ToolboxPosition
Position of the toolbox as it is embedded in the Web page. Allowed values
are:
top-left
top-right
bottom-left
bottom-right
center-left
center-right
Default = center-right.
IdleTimeout
Timeout in seconds before an idle customer is disconnected. Default = 300.
WarningBeforeIdleTimeout
Time in seconds before an idle time is to occur before the customer receives
a warning message. For example, if IdleTimeout is 300 and
WarningBeforeIdleTimeout is 60, the customer will receive a warning 240
seconds after being becoming idle. 0 = no warning. Default = 60.
AllowMovingChatCard
true or false. If true, the chat card may be moved within the Web page.
Default = true.
InitialMessageToAgent
If configured, this message will be sent to the agent when the chat is
requested. The message will not be displayed to the customer.
PostedMessageAllowedOrigin
Messages can be posted to the chat client from web pages through the
window.postMessage function. This value indicates the allowed Web origin
that may post messages. Normally messages may only be posted by the
Web page containing the chat toolbox. Default = “window.location.origin”
indicating the same origin as the chat toolbox.
MaxMessageLength
Maximum length of the message that the customer may send. The maximum
length will be the lesser of this value and the MaxMessageLength configured
for the Chat service. Agents may still send messages up to the
MaxMessageLength configured for the Chat service. This property must not
be modified in the customizeRequest function.
MaxAttachmentSize
Maximum attachment size specified in KB. The maximum size will be the
lesser of this value and the MaxAttachmentSize configured for the Chat
service. If this value is 0, attachments are disabled. Agents may still send
attachments to the customer if configured in the Chat service.
AllowedAttachmentTypes
Comma separated list of file type extensions that are allowed to be uploaded.
Blank indicates all types are allowed. Types must also be allowed by the
Chat service.
RestrictedAttachmentTypes
Comma separated list of file type extensions that are not allowed to be
uploaded. An additional restriction may be imposed by the Chat service.
This list is only checked if AllowedAttachmentTypes is not defined.
TEXT CHANGES AND LOCALIZATION
All displayed text strings are contained in the file:
<InstallDir>\Services\Web\CustomerChat\App_GlobalResources\Toolbox.resx
The text strings in this file may be modified to better suit the customer. The text strings may also
be localized into additional languages. To add an additional language, copy the Toolbox.res file
to a new file in the same folder using the following format:
Toolbox.<language>.resx
<language> should be the ISO 639 two-letter culture code and may contain an ISO 3166 two-
letter uppercase subculture. For example, to create a general language for French, create the
file:
Toolbox.fr.resx
To create a language for French with a subculture for Belgium, create the file:
Toolbox.fr-BE.resx
Toolbox.resx is an XML based language resource file. Be careful not to change the structure of
the file. The following text strings may be modified:
NAME
PURPOSE
AnonymousAgentJoined
Message displayed when an anonymous agent has joined the
conversation.
AnonymousAgentLeft
Message displayed when an anonymous agent has left the
conversation.
AnonymousAgentTyping
Text displayed when an anonymous agent is typing.
AskAQuestion
Initial question prompt.
ChatRequested
Default message displayed when a chat is requested if an initial
queue message is not defined.
ChatUnavailable
Text displayed when chat is unavailable.
CustomerBack
Message displayed to the agent when the customer has navigated
back to the chat conversation after viewing a different Web page.
CustomerBackReceivedMessage
Message displayed to the agent when the customer has navigated
back to the chat conversation after viewing a different Web page and
there are pending messages for the customer.
CustomerLeft
Message displayed to the agent when the customer has temporarily
left the chat page.
CustomerLeftAutoSend
Message displayed to the agent when the agent sends a message to
the customer and the customer has temporarily left the chat page.
CustomerLeftClosing
Message displayed to the agent when the customer has been gone
from the chat page over the defined limit and the conversation will be
terminated.
EnterEmail
Enter e-mail address prompt.
EnterName
Enter name prompt.
EnterPhone
Enter phone number prompt.
ErrorOccurred
Message displayed when a general error has occurred within the chat
conversation.
ErrorRequestingChat
Message displayed when an error has occurred while requesting a
chat session.
ErrorSendingMessage
Message displayed when an error has occurred while sending a chat
message.
EstimatedWaitTime
Estimated wait time label.
InvalidAttachmentType
Message displayed if an attempt is made to upload an attachment
type that is not allowed.
MaxAttachmentSizeExceeded
Message displayed when trying to upload an attachment that is larger
than the maximum configured size.
Minute
Minute label when minute equals 1.
Minutes
Minute label when minute is not equal to 1.
NamedAgentJoined
Message displayed when a named agent has joined the conversation.
NamedAgentLeft
Message displayed when a named agent has left the conversation.
NamedAgentTyping
Text displayed when a named agent is typing.
No
No.
PostText
Text displayed in the post chat page.
PostUrl
Clickable URL displayed in the post chat page.
PostUrlText
Text of the clickable URL displayed in the post chat page.
Product
Product name.
ReallyClose
Message displayed to confirm closing the chat session.
RequestRejected
Message displayed when the chat request has been rejected.
Restart
Restart button text.
SelectFile
Select file prompt.
Send
Send button text.
SendTheMessage
Tooltip for the Send button.
SessionTimeout
Message displayed when the chat session has timed out.
SessionWillSoonBeClosed
Message displayed when the chat session will timeout soon.
StartChat
Start chat button text.
Terminated
Message displayed when the chat session has terminated.
Title
Title text of the chat toolbox.
TypeMessageHere
Prompt for the message text entry field.
Upload
Upload button text.
UploadComplete
Text displayed when uploading an attachment is complete.
UploadFailed
Text displayed when uploading an attachment has failed.
UploadProgress
Text displayed indicating upload progress.
UploadTheFile
Tooltip for the Upload button.
WelcomeText
Welcome text displayed in the pre-chat page.
Yes
Yes.
Note: Any placeholders such as {0} or {1} in the text strings must be maintained. The location in
the text string may be moved, but it must exist.
POSTING MESSAGES TO THE CHAT CLENT
Messages may be posted to the chat client as if they were entered by the customer. Messages
may only be posted when there is an active chat session and may only be posted by the Web
origin indicated by the Mitel.ChatToolbox.Config.PostedMessagesAllowedOrigin setting.
Following is an example of posting a message:
window.postMessage({
apiType: “ChatToolbox”,
apiVersion: “2.2.0”,
methodName: “SendMessage”,
arguments: {
message: “Message to Send”,
hideLocal: true
}
}, window.location.origin);
hideLocal may be true or false. If true, the message will only be sent to the agent and will not be
seen by the customer.
BROWSER SUPPORT
• Internet Explorer v9.0 or Later
• Current Version of Chrome
• Current Version of Firefox
Additional versions may be supported, however, only the current released version of Chrome and
Firefox at the time of MiCC Enterprise release have been tested.
RUNNING STANDALONE ON A PUBLIC FACING WEB SERVER (DMZ)
The CustomeChat Web application may be used on public facing Web Server (DMZ). The
following steps should be performed.
1. Install MiCC Enterprise on the DMZ.
a. Select Custom installation.
b. On the Select Features page, select only the Services/Web Services feature.
c. Set the Broker Location to the main MiCC Enterprise server.
d. Continue and complete the installation.
2. Remove unnecessary Web applications. The only necessary Web application is
CustomerChat. The additional Web applications may be removed, however, they will never
be used. If you wish to remove the Web applications, open IIS Manager and remove the
following applications under the Default Web Site:
MiCCEInstallation
RTI
scheduler
seceventws
seclogonws
secreportws
secsapicidriver
SolidusACD
WebAgent
WebApps
WebCallback
3. Run the MiCC Enterprise Setup Utility.
A. On the Web Server Location page, set the location to where the main MiCC Enterprise
Web Services are installed. This is typically the same as the main MiCC Enterprise
server. Set the appropriate options for connecting to the main MiCC Enterprise server
and Web Server.
4. Open necessary ports. The CustomerChat Web application connects to the Broker Service
and Chat Service on the main MiCC Enterprise server. The configured ports for these
services must be open and accessible by the DMZ.
5. Ensure machine name resolution. The CustomerChat Web application retrieves the location
of the Chat Service from the Broker Service. The location received is depending on how the
Chat Service registers itself with the Broker. Typically this is the simple machine name, but it
may also be a full qualified domain name or an IP address. The DMZ must be able to access
the Chat Service using that received location.
CUSTOM CHAT CLIENT
If the stock MiCC Enterprise Chat client does not suit your needs, you may create your own
client. A REST service has been exposed from the MiCC Enterprise Chat service running on the
MiCC Enterprise server. You may communicate with the service directly from client side script;
however, this would require opening access to the MiCC Enterprise Chat service which is
typically behind a firewall. A more typical scenario would be to communicate with the MiCC
Enterprise Chat service from a back-end Web application such as from the code-behind in an
ASP.NET application.
All requests to the Chat service use JSON data format and are made through the following URL:
http://<MiCCEServer[:port]>/chatservice/<Request>
For example:
http://MICC ENTERPRISESERVER:12616/ChatService/RequestChat
The default port for the Chat service is 12616, but this can be changed on the MiCC Enterprise
server through the MiCC Enterprise Setup Utility.
The following example shows calling the RequestChat method from Javascript using JQuery:
function RequestChatFromService()
{
var requestParam = new Object();
requestParam.SessionID = ‘{50B5D2FF-57BD-4948-A864-B044A6E9FEB7}’;
requestParam.CustomerID = ‘100’;
requestParam.CustomerName = ‘John’;
requestParam.EmailAddress = ‘john@somecompany.com’;
requestParam.PhoneNumber = ‘555-5555’;
requestParam.TenantID = -1;
requestParam.ServiceGroupID = 0;
requestParam.ServiceGroupName = ‘Sales’;
requestParam.PrivateData = ‘SomePrivateData’;
var DTO = {‘request’ : requestParam};
$.ajax({
type: “POST”,
contentType: “application/json; charset=utf-8”,
url: “http://MICC ENTERPRISESERVER:12616/ChatService/RequestChat”,
data: JSON.stringify(DTO),
datatype: “json”,
success:
function(data)
{
return data.ChatID;
}
});
}
IDLE TIMEOUTS
An idle timeout scenario should be handled properly by the custom chat client to terminate the
session. There is still a server side timeout as a fail-safe procedure. See the Chat Service
Configuration section for the server side idle timeout setting.
CHAT SERVICE API
Methods
All methods will throw fault exceptions on failure except where noted.
RequestChatResponse RequestChat(RequestChatRequest request)
Requests a chat session. If the request fails due to the service group being closed, a fault will not
be thrown and the group closed message will be returned if configured.
void LeaveChat(LeaveChatRequest request)
Leaves a chat session
void SendMessage(SendChatMessageRequest request)
Sends a message from the customer to the agent.
void SendTyping(SendTypingRequest request)
Sends a notification to the agent that the customer is typing.
GetEventsResponse GetEvents(GetEventsRequest request)
Gets pending events such as messages received from the agent.
GetQueueInfoResponse GetQueueInfo(GetQueueInfoRequest request)
Gets state information for a service group such as availability and estimated wait time.
GetChatInfoResponse GetChatInfo(GetChatInfoRequest request)
Gets state information for a chat session.
GetChatConfigurationResponse GetChatConfiguration()
Gets global configuration information related to chat sessions.
string GetVersion()
Returns current the MiCC Enterprise version.
Types
RequestChatRequest
NAME
TYPE
PURPOSE
SessionID
string
Unique ID of session. This may be used to tag the chat session
during archive operations.
CustomerID
string
ID of customer. This may be used to tag the chat session during
archive operations.
CustomerName
string
Name of customer.
EmailAddress
string
E-mail address of the customer.
PhoneNumber
string
Phone number of the customer.
TenantID
int
Tenant ID of the MiCC Enterprise service group where the chat
session will be routed. This will be -1 for non-tenanted MiCC
Enterprise systems.
ServiceGroupID
int
ID of the service group where the chat session will be routed.
Either ServiceGroupID or ServiceGroupName must be specified.
ServiceGroupName
string
Name of the service group where the chat session will be routed.
Either ServiceGroupID or ServiceGroupName must be specified.
PrivateData
string
Any character string that you wish to pass along to the agent. This
value will not be displayed in the Agent’s display, but it is provided
to the Agent Integration interface.
RequestChatResponse
NAME
TYPE
PURPOSE
ChatID
string
Contains the unique ID associated to the new chat session.
If the request fails due to the service group being closed, this
value will be null and the group closed message will be
returned in Message if configured.
Message
string
Initial queue or group closed message if any.
SessionID
int
Internal session ID.
QueuePosition
int
Position in the queue.
EstimatedWaitTime
int
Estimated wait time in seconds or -1 if an estimate could not
be determined.
LeaveChatRequest
NAME
TYPE
PURPOSE
ChatID
string
Unique ID returned from the RequestChat method.
SendChatMessageRequest
NAME
TYPE
PURPOSE
ChatID
string
Unique ID returned from the RequestChat method.
Message
string
Message to send. If Attachment is specified, Message
should contain the base filename of the attachment.
Attachment
byte[]
File data of attachment.
SendTypingRequest
NAME
TYPE
PURPOSE
ChatID
string
Unique ID returned from the RequestChat method.
GetEventsRequest
NAME
TYPE
PURPOSE
ChatID
string
Unique ID returned from the RequestChat method.
Timeout
int
Timeout in milliseconds to wait for events.
GetEventsResponse
NAME
TYPE
PURPOSE
Events
List<ChatEvent>
List of received events
GetChatInfoRequest
NAME
TYPE
PURPOSE
ChatID
string
Unique ID returned from the RequestChat method.
GetChatInfoResponse
NAME
TYPE
PURPOSE
State
ChatState
Current state.
QueuePosition
int
Position in the queue. Only applicable if State = Queued.
GetQueueInfoRequest
NAME
TYPE
PURPOSE
TenantID
int
Tenant ID of the MiCC Enterprise service. This will be -1 for non-
tenanted MiCC Enterprise systems.
ServiceGroupID
int
ID of the service group. Either ServiceGroupID or
ServiceGroupName must be specified.
ServiceGroupName
string
Name of the service group. Either ServiceGroupID or
ServiceGroupName must be specified.
GetQueueInfoResponse
NAME
TYPE
PURPOSE
EstimatedWaitTime
int
Estimated wait time in seconds or -1 if an estimate could not
be determined.
Open
bool
True if the service group is available.
GetChatConfigurationResponse
NAME
TYPE
PURPOSE
MaxMessageLength
int
Maximum length of message text that can be sent.
MaxAttachmentSize
Int
Maximum size in bytes of attachments that cane be sent.
If 0, attachments cannot be sent.
AllowedAttachmentTypes
String[]
List of attachment types that are allowed to be uploaded.
If null or blank, all types are allowed.
RestrictedAttachmentTypes
String[]
List of attachment types that are not allowed to be
uploaded.
ChatEvent
NAME
TYPE
PURPOSE
EventType
ChatEventType
Type of the event. The type indicates what type of object will
be contained in the Data member.
Data
object
Event data. See ChatEventType.
ChatEventType (enum int)
NAME
VALUE
DATA OBJECT TYPE
PURPOSE
MessageReceived
0
MessageReceivedEvent
Message was received from agent.
AgentJoined
1
AgentJoinedEvent
Agent has joined the conversation.
AgentLeft
2
AgentLeftEvent
Agent has left the conversation.
AgentTyping
3
AgentTypingEvent
Agent is typing.
ChatState
4
ChatStateEvent
Chat state has changed.
MessageReceivedEvent
NAME
TYPE
PURPOSE
ChatID
string
Unique ID of the chat session.
Name
string
Sender of the message.
Message
string
Message received. If Attachment is specified, Message will
contain the base filename of the attachment.
System
bool
True if the message was generated from the system.
TimeStamp
DateTime
Time the message was received.
Attachment
byte[]
File data if this is an attachment.
AgentJoinedEvent
NAME
TYPE
PURPOSE
ChatID
string
Unique ID of the chat session.
Name
string
Name of the agent that joined the conversation.
AgentLeftEvent
NAME
TYPE
PURPOSE
ChatID
string
Unique ID of the chat session.
Name
string
Name of the agent that left the conversation.
AgentTypingEvent
NAME
TYPE
PURPOSE
ChatID
string
Unique ID of the chat session.
Name
string
Name of the agent that is typing.
ChatStateEvent
NAME
TYPE
PURPOSE
ChatID
string
Unique ID of the chat session.
State
ChatState
Current state.
TerminationCause
TerminationCause
If State = Terminated, specifies the cause of the termination.
ChatState (enum int)
NAME
VALUE
PURPOSE
Queued
0
Chat has been queued to a service group and is waiting for an agent to
be allocated.
Handling
1
Chat is being handled by an agent.
Terminated
2
Chat session has been terminated.
TerminationCause (enum int)
NAME
VALUE
PURPOSE
General
0
Chat has been generally terminated.
GroupClosed
1
Chat has been terminated due to the call center closing.
CHAT SERVICE CONFIGURATION
Values in the registry for the CCChat service control global settings applicable to the
communication interface between agents, the CCChat service and the customer chat client.
These settings apply whether the stock chat client or a custom client is being used. All registry
entries are stored under the following key.
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\CCChat\Parameters
VALUE NAME
TYPE
PURPOSE
CustomerTimeout
REG_DWORD
Maximum amount of time in seconds that a customer may remain idle
before being disconnected. The actual timeout will be the lesser of
this value and the timeout configured in the customer chat client.
Default = 900 seconds.
MaxMessageLength
REG_DWORD
Maximum length of a message that can be sent. Default = 1024
characters.
MaxAttachmentSize
REG_DWORD
Maximum size of attachments that can be sent specified in KB.
Setting this value to 0 will disable attachment sending. Default = 5120
(5MB).
AllowedAttachmentTypes
REG_STRING
Comma separated list of file type extensions that are allowed to be
uploaded. Blank indicates all types are allowed. Default = blank.
RestrictedAttachmentTypes
REG_STRING
Comma separated list of file type extensions that are not allowed to be
uploaded. This list is only checked if AllowedAttachmentTypes is not
defined. Default = exe, bat, cmd, com, vbs.
E-MAIL TRANSCRIPT
At the end of a chat session, the customer may be e-mailed a transcript of the conversation. This
can be invoked manually from the Agent Chat form or opened automatically when the form is
closed. Transcript properties are set on the Chat tab of the Service Group Properties in
Configuration Manager.
The transcript is only available to the agent if the Sender E-mail Address is specified for the
Service Group. The agent must also have the privilege to send e-mails.
If Open Transcript E-mail on Close is selected, the e-mail form with the transcript will be
automatically opened when the agent closes the chat session form.
A custom subject and template may be used for the transcript subject and e-mail body. If these
values are empty, a default subject and body will be used.
The transcript template may be any standard text base file (*.txt) or html format files (*.htm,
*.html). The filename must be entered in UNC format.
Both the subject and template file may contain placeholders which will be replaced by data
associated to the chat as well as the transcript itself. All identifiers are valid for the template file.
All identifiers except $Transcript$ are available for the subject.
It is important to ensure that replaceable identifiers are entered in a continuous string in the
template file. HTML editors such as Microsoft Word may split the text while inserting HTML
format tags. This will prevent the identifiers from being replaced. This may occur if text is
identified as a misspelled word. The underlining used in Microsoft Word to indicate the
misspelled word will be stored in the HTML file as formatting information. Always ensure that
replaceable identifiers are ignored for spell checking.
Replaceable Identifiers
IDENTIFIER
REPLACEMENT
$Transcript$
Chat transcript
$Date$
Current date formatted using the short date format of the current
locale
$Time$
Current time formatted using the short time format of the current
locale
$Received$
Date and time the e-mail was received formatted using the short
date and short time formats of the current locale
$Received.Date$
Date the e-mail was received formatted using the short date format
of the current locale
$Received.Time$
Time the e-mail was received formatted using the short time format
of the current locale
$ServiceGroup$
Service group name
$ServiceGroup.Name$
Service group name
$ServiceGroup.Email$
Service group e-mail address.
$Agent$
Agent name
$Agent.Name$
Agent name
$Customer$
Customer name
$Customer.Name$
Customer name
$Customer.Email$
Customer e-mail address
$Customer.Number$
Customer phone number
CHAT RESPONSES
A response file may be setup for each service group allowing the agents to select predefined
messages to be inserted into chat messages. If a response file is configured, a hierarchal list of
the responses is displayed in the agent chat form. Refer to the section on E-mail, Chat and SMS
Response Files in the document 3_1543-LXA119154 – Advanced Configurations for the
response file format.
