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Cisco Systems, Inc.
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USA
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Enterprise Chat and Email Administrator’s
Guide to Chat and Email Resources,
Release 12.5(1) ES3
For Packaged Contact Center Enterprise
First Published: January, 2020
Last Updated: June, 2022
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Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources: For Packaged Contact Center Enterprise. June 15, 2022
© 2016-2020 Cisco Systems, Inc. All rights reserved.
Contents
Preface ...............................................................................................................................................14
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Change History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Communications, Services, and Additional Information . . . . . . . . . . . . . . . . . . . . . . . . . 16
Cisco Bug Search Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Field Alerts and Field Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Documentation Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Document Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Chapter 1: Chat and Email Basics .................................................................................................18
Navigating the Enterprise Chat and Email Administration Space . . . . . . . . . . . . . . . . . . 19
Key Terms and Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
For Chat and Callback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
For Emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Configuring the System for Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
For Chat Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
For Callback and Delayed Callback Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Data Masking for Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Secure Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Chat Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Services for Chat and Collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
IIS Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Settings for Chat and Collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Settings at the Partition Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Settings at the Department Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Configuring the System for Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Important Tasks on the Mail Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Configuring Spam Filters on Mail Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Data Masking for Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Services for Emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
4 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Settings for Emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Settings for Delivery Exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Settings at the Partition Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Settings at the Department Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Chapter 2: Data Masking.................................................................................................................28
About Data Masking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
About Patterns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29
Creating Patterns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29
Creating Patterns in XML File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Exporting Masking Patterns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Importing Masking Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Copying Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Deleting Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Validating Masking Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Validating Individual Patterns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Validating Masking Patterns Applied to Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Applying Patterns to Chat Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
At the Partition Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
What can the partition administrator do? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
At the Department Level. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
How much control do department administrators get? . . . . . . . . . . . . . . . . . . . . 37
Applying Patterns to Email Channel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
At the Partition Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
What can the partition administrator do? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
At the Department Level. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
How much control do department administrators get? . . . . . . . . . . . . . . . . . . . . 41
Masking Content of Completed Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Chapter 3: Call Variables ...............................................................................................................44
About Call Variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Creating Call Variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Deleting Call Variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Contents 5
Chapter 4: Queues ...........................................................................................................................47
About Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48
Queues Created by the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Default Exception Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Chat Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Email Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Supervisory Queues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Creating Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Editing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51
Deleting Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
How Queues Assign Work to Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Important Things to Note About Picking and Pulling Activities . . . . . . . . . . . . 58
Important Things to Note About Transferring Emails . . . . . . . . . . . . . . . . . . . . 59
Important Things to Note About Transferring
Chats . . . . . . . . . . . . . . . . . . . . . . . . . 59
Changing the Status of Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Chapter 5: Assets for Chat...............................................................................................................62
Chat Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Chat Auto-Pushback Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Enable Auto-Pushback of Chats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Expiry Time for Auto-Pushback for Chats (Minutes). . . . . . . . . . . . . . . . . . . . . 63
Make Agent Unavailable on Auto-Pushback of Chats . . . . . . . . . . . . . . . . . . . . 63
Chat Agent Session Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Chat - Agent Chat Message Maximum Length. . . . . . . . . . . . . . . . . . . . . . . . . . 64
Show Smiley in Agent Chat Toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Chat - Display Timestamp in Agent Chat Console . . . . . . . . . . . . . . . . . . . . . . . 64
Chat - Display Timestamp in Completed Chat Transcript . . . . . . . . . . . . . . . . . 64
Chat - Disable Typing Area and Page Push Area on Customer Exit . . . . . . . . . 65
Chat - Enable Sound Alert. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Chat - Reason for Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Enable Conversation Stream . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Chat Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Chat - My Monitor - Activity Refresh Interval (Seconds) . . . . . . . . . . . . . . . . . 66
Chat Inbox Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Chat - Inbox Sort Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Chat - Inbox Sort Order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Chat Activity Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Chat - Force Activity Categorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Chat - Force Resolution Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
6 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Chat - SLA for Response Time (Seconds) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Chat - Daily Service Level Sample Set Definition . . . . . . . . . . . . . . . . . . . . . . . 68
Chat Watchdog Interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Web Chat (Seconds) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Messaging Chat (Minutes) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Chat - Agent Availability Buffer Value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Chat - Agent Availability Check Mechanism . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Managing Quick Links and Quick Responses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Changing Language. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Creating Quick Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Creating Quick Responses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Using Macros in Quick Responses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Deleting Quick Responses and Quick Links. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Copying Quick Responses and Quick Links. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Previewing Content. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Adding and Viewing Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Chapter 6: Aqua Chat Template Sets ............................................................................................74
About Aqua Template Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
What Makes up an Aqua Template? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Do I need to create new templates or just use the default ones? . . . . . . . . . . . . . 79
How easy are the templates to modify?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Creating an Aqua Template Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Changing General Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Changing Header and Footer Colors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Changing Color of Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Changing the Size and Placement of the Chat Frame. . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Configuring Login Page Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Adding New Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Configuring Sub-Domain Navigation Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Enabling Anonymous Chats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Enabling Auto-Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Configuring Aqua Templates for Customer SSO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Configuring Alternative Engagement Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Configuring Off-the-Record Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Contents 7
Setting Maximum Length for Chat Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Changing Sound Alert. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Changing Chat Bubble Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Configuring Survey Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Turning Off Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Changing the Off Hours Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Changing Chat Transcript Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Deleting Template Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Chapter 7: Callback Template Sets.............................................................................................104
About Template Sets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
What Makes up a Template? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Do I need to create new templates or just use the default ones? . . . . . . . . . . . . 108
How easy are the templates to modify?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Creating Template Set Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Changing General Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Changing Header Image . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Changing Color of Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Changing the Size of Callback Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Configuring Call Request Page Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Adding New Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Adding New Countries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Enabling Auto-Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Adding Country Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Changing the Off Hours Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Deleting Template Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Chapter 8: Chat Entry Points .........................................................................................................121
About Entry Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Creating Entry Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Creating Entry Points for Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Creating Entry Points for Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Creating Entry Points for Delayed Callback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
8 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Deleting Entry Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Testing Entry Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Setting Up Transcripts and Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Sending Transcripts for Serviced and Abandoned Chats . . . . . . . . . . . . . . . . . . . . . 128
Setting Up Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Turning Off Chats in a Department . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Adding Chat and Collaboration Help Links to Websites . . . . . . . . . . . . . . . . . . . . . . . . 131
Adding Docked Text Chat to a Website . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Adding Undocked Text Chat and Collaboration Links to a Website . . . . . . . . . . . . 133
Adding Callback Links to a Website. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Configuring Auto-Pushback Settings for Chats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Configuring Dynamic Messages for Chats and Callback . . . . . . . . . . . . . . . . . . . . . . . . 137
Preparing to Create Dynamic Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Configuring Dynamic Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Chapter 9: Integration Using Chat Messaging APIs.................................................................141
About Chat Messaging API Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Registering Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
App Authentication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Configuring Basic Authentication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Configuring OAuth 2.0 Authentication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Creating Messaging Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Post Integration Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Chapter 10: Assets for Email.........................................................................................................149
Email Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Incoming Email Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Number of Emails to Retrieve. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Maximum Email Size for Retriever (MB). . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Maximum Body Size for Retriever (KB) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Message Note for Large Body. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Action for Large Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Outgoing Email Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Maximum Body Size for Dispatcher (KB) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Maximum Email Size for Dispatcher (MB) . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
To: Address for Notifications From Services . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Contents 9
From: Address for Notifications From Services . . . . . . . . . . . . . . . . . . . . . . . . 152
Notification Mails Auto BCC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Default SMTP Server Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Workflow Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
From Email Address for Alarm. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Include Original Message for Auto Acknowledgement . . . . . . . . . . . . . . . . . . 154
Auto Response Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Auto Response Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Set “From” Email Address for Email Activities Transferred Between Departments 155
Main Inbox Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Inbox Sort Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Inbox Sort Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Email - Enable Sound Alert. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Restrict To, Cc, and Bcc Email Address Fields . . . . . . . . . . . . . . . . . . . . . . . . 156
Alert Agent When Activity Is Assigned . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Alert Subject . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Alert Body . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Send Agent an Email When Activity Is Assigned. . . . . . . . . . . . . . . . . . . . . . . 157
Add Contact Point on Compose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Language Detection Threshold (KB) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Force Activity Categorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Force Resolution Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Pick and Pull Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Maximum Activities to Display for Pull . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Maximum Activities to Pull at a Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Blocked Attachments Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Email - Criteria for blocking attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Block All Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Action on Blocked Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Autopushback Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Enable Autopushback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Activity Type for Autopushback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Autopushback Time (Minutes After Logout) . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Managing Articles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Changing Language. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Creating Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Using Macros in Articles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Deleting Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Copying Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Previewing Content. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Adding and Viewing Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
10 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Chapter 11: Aliases ........................................................................................................................166
About Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Creating Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Deleting Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Changing the Status of Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Chapter 12: Email Accounts..........................................................................................................174
About Email Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Registering Applications with Azure Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . 175
Registering an Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Adding Client Secret . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Assigning API Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Configuring OAuth Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Deleting OAuth Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Configuring Email Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Creating Email Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Adding Email Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Adding new email aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Adding existing email aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Testing Connections for Email Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Removing linked Aliases from Email Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Deleting Email Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Chapter 13: Blocked File Extensions ..........................................................................................184
About Blocked File Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Configuring Blocked File Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Deleting Blocked File Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Blocking Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Blocking Specific Types of Attachments for Inbound Emails . . . . . . . . . . . . . . . . . 187
Blocking Specific Types of Attachments for Inbound and Outbound Emails . . . . . 187
Blocking All Types of Attachments for Inbound Emails . . . . . . . . . . . . . . . . . . . . . 187
Blocking All Types of Attachments for Inbound and Outbound Emails . . . . . . . . . 188
Contents 11
Chapter 14: Delivery Exceptions..................................................................................................189
About Delivery Exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Configuring Delivery Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Deleting Delivery Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Chapter 15: Service Levels ..........................................................................................................193
About Service Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Creating Service Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Deleting Service Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Chapter 16: Workflows.................................................................................................................196
About Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Types of Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Alarm Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Inbound Workflows for Email Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Outbound Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Workflow Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Creating Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Copying Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Deleting Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Configuring Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Configuring the Start Node in Inbound Workflows . . . . . . . . . . . . . . . . . . . . . . . . . 203
Configuring the Start Node in Standard Start Workflow . . . . . . . . . . . . . . . . . . . . . 204
Configuring the Start Node in the Standard Transfer Workflow . . . . . . . . . . . . . . . 206
Configuring the Start Node in the Standard Finish Workflow . . . . . . . . . . . . . . . . . 207
Configuring the Start Node for Alarm Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Configuring the Start Node in Outbound Workflows . . . . . . . . . . . . . . . . . . . . . . . . 209
Configuring the Auto-Acknowledgement Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Configuring the Classification Node. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Configuring the Queue Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Configuring the Filter Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Configuring the Department Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Configuring the Completion Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Configuring the Workflow Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Configuring the Modify Object Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
12 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Configuring the Service Level Node. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Configuring the Alarm Node. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Configuring the Branch Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Chapter 17: Sample Workflows ..................................................................................................225
Inbound: Processing Inquiries at a Phone Company . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Outbound: Reviewing Outgoing Emails From Trainee Agents . . . . . . . . . . . . . . . . . . . 232
Alarm: Monitoring Activities About to be Due in One Hour . . . . . . . . . . . . . . . . . . . . . 234
Appendix A: Predefined Delivery Exceptions...........................................................................236
Phrases Checked in Email Addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Phrases Checked in the Subject of Emails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Appendix B: Reference Information ..........................................................................................241
Objects Available for Setting Conditions in Rule Nodes . . . . . . . . . . . . . . . . . . . . . . . . 242
Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Customer - Common . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Customer - Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Customer - Individual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Customer - Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Objects Available for Setting Conditions in the Alarm Node . . . . . . . . . . . . . . . . . . . . 246
Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Chapter 18: Appendix C: Kiwi Chat Template Sets ..................................................................248
About Kiwi Template Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
What Makes up a Kiwi Template? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Do I need to create new templates or just use the default ones? . . . . . . . . . . . . 253
How easy are the templates to modify?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Creating Template Set Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Changing General Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Contents 13
Changing Header and Footer Colors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Changing Color of Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Changing the Size of Chat Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Configuring Login Page Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Adding New Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Enabling Anonymous Chats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Enabling Auto-Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Configuring Kiwi Templates for Customer SSO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Configuring Alternative Engagement Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Configuring Off-the-Record Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Setting Maximum Length for Chat Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Disabling Rich Text Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Hiding Emoticons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Changing Agent and Customer Images . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Changing Chat Bubble Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Changing Sound Alert. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Configuring Widgets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Configuring Survey Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Turning Off Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Changing the Off Hours Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Changing Chat Transcript Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Deleting Template Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Preface 15
Welcome to the Enterprise Chat and Email (ECE) feature, which provides multichannel interaction software
used by businesses all over the world as a core component to the Unified Contact Center Enterprise product line.
ECE offers a unified suite of the industry’s best applications for chat and email interaction management to
enable a blended agent for handling of web chat, email and voice interactions.
About This Guide
Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources introduces you to chat and email
infrastructure within the application. It includes instructions on how to set up template sets, and entry points for
chats and set up aliases, delivery exceptions, blocked file extensions, and workflows for emails.
Change History
This table lists changes made to this guide. Most recent changes appear at the top.
Change See Date
Update of Document June 2022
Listed requirements to configure email
accounts.
“Configuring Email Accounts” on
page 179
Update of Document April 2022
Note added in reference to adding
specific URLs to communicate with
mailboxes while configuring Email
Accounts.
“About Email Accounts” on page 175
Update of Document August 2021
Updated details about adding Post
Chat Attributes for Docked and
Undocked Chat
“Adding Chat and Collaboration Help
Links to Websites” on page 131
Update of Document for Release 12.5(1) ES3 July 2021
Email Accounts chapter added “Email Accounts” on page 174
Update of Document for Release 12.5(1) ES1 June 2020
16 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Related Documents
The latest versions of all Cisco documentation can be found online at https://www.cisco.com
Communications, Services, and Additional
Information
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To submit a service request, visit Cisco Support.
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To obtain general networking, training, and certification titles, visit Cisco Press.
To find warranty information for a specific product or product family, access Cisco Warranty Finder.
Cisco Bug Search Tool
Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that
maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you
with detailed defect information about your products and software.
Macro buttons added to the content tab of
email articles and chat Quick Responses
“Using Macros in Articles” on
page 164 and “Using Macros in Quick
Responses” on page 72
Notes added in reference to WXM
integrated systems and how chat surveys
are affected
“Aqua Chat Template Sets” on
page 74
Notes added in reference to WXM
integrated systems and how an email
reply using footers and signatures might
appear
“Managing Articles” on page 161
Chat Watchdog Interval setting added “Chat Watchdog Interval” on page 68
Change See Date
Subject Link
Complete documentation for Enterprise
Chat and Email, for both Cisco Unified
Contact Center Enterprise (UCCE) and Cisco
Packaged Contact Center Enterprise (PCCE)
https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-
enterprise-chat-email/tsd-products-support-series-home.html
Preface 17
Field Alerts and Field Notices
Cisco can modify its products or determine key processes to be important. These changes are announced through
use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts and Field Notices
through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive announcements
by selecting all products of interest.
Sign in www.cisco.com and then access the tool at https://www.cisco.com/?cisco/?support/?notifications.html.
Documentation Feedback
To provide comments about this document, send an email message to the following address:
We appreciate your comments.
Document Conventions
This guide uses the following typographical conventions.
.
Document conventions
Convention Indicates
Italic Emphasis.
Or the title of a published document.
Bold Labels of items on the user interface, such as buttons, boxes, and lists.
Or text that must be typed by the user.
Monospace
The name of a file or folder, a database table column or value, or a command.
Variable
User-specific text; varies from one user or installation to another.
Navigating the Enterprise Chat and Email Administration Space 19
This chapter deals with the basics of using the Enterprise Chat and Email Administration space to set up the chat
and email infrastructure.
Navigating the Enterprise Chat and Email
Administration Space
The Administration interface contains multiple areas, each containing different functions that follow a particular
logical process. These areas adjust and update as you navigate through the space and click different options in
the menus. Therefore, when navigating the space, it is important to keep a step-by-step approach in mind.
The image below marks the different functional areas of the space and the order in which they should be
accessed when making any modifications to the application.
Administration workspace
These items are displayed as follows:
1. Partition and Department menu: This dropdown menu permits switching between departments or global
space. You can choose manage common objects using the global space or administer individual departments.
2. Top Menu: The top-level navigation menu. The options contained here change depending on the department
or Partition space selected prior. Clicking an option in the Top menu changes the available options displayed
in the Left menu.
3. Left Menu: Tools and settings contained within the Top menu options appear here. Once you have selected
an option from the Top menu, use this menu to navigate to through the different sections of the application
you can configure.
4. Workspace Area: Upon selecting an option from the Left menu, the space in the center of the screen
refreshes. Any modifications or changes can be made here.
1
2
3
4
5
20 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
5. Workspace Toolbar: Permits you to save or cancel any changes that you have made. Note that there may be
other buttons available here, depending on the workspace options you previously selected. Remember to
save your changes before moving on.
In most instances, you start in the upper left section of the desktop to verify that you are working in the correct
department or at the global level. Next, you want to select an option from the Top menu and navigate the Left
menu to select the setting or configuration you wish to adjust. Doing so refreshes Workspace Area, where you
can select the individual functions of the configuration and make your necessary adjustments. When you are
finished with your changes, use the buttons in the Workspace Toolbar to finalize your modifications.
Key Terms and Concepts
For Chat and Callback
Chat activity: An activity created for a chat session between a customer and an agent. A chat is a real time
interaction between an agent and a customer where they exchange text messages. As part of a chat, agents
can also push web pages to customers. The chat is routed to a queue, and a message is sent to Unified CCE.
Unified CCE processes the activity and assigns the chat to an available agent.
Callback activities: An activity created for a web callback session between an agent and a customer. In
callback activities, the customer provides personal details (including the phone number) in a customized
web form, and the system automatically generates a call activity and assigns the activity to an agent.
Delayed callback activities: An activity created for a delayed web callback session between an agent and a
customer. In delayed callback activities, customer provides the personal details (including the phone number
and a delay time, after which he wants to receive the call) in a customized web form, and the system
automatically creates a call activity after the specified delayed time and assigns the activity to an agent.
Template sets: Template sets consist of HTML, CSS (cascading style sheets) and JS (JavaScript) files. The
CSS files control the look and feel of the customer’s chat and Callback area. The JS files contain the logic
used to render data in the chat and Callback area. Templates are also used to determine the type of
information collected on the web form and used to identify the customer (for example, name, email address,
phone number). You can also compose messages that the customer will see under certain circumstances (for
example, if they request a chat session out of hours). The system comes with two template sets, Aqua for
chats and Rainbow for callback and delayed callback activities. For more details, see “Aqua Chat Template
Sets” on page 74 and “Callback Template Sets” on page 104. Systems upgrading from ECE 11.6 also have
the Kiwi template set for chats. For more details, see “Appendix C: Kiwi Chat Template Sets” on page 248.
Entry points: An entry point defines the starting point from which customers initiate chat and web callback
interactions. Every help link on a website is mapped to an entry point and each entry point has a queue
associated with it. Different template sets can be used with the same entry point. The queue is used to route
activities to agents while the template set determines the look and feel of the different pages displayed to
chat customers. For more details, see “Chat Entry Points” on page 121.
Key Terms and Concepts 21
For Emails
Aliases: Aliases are mapped to email addresses that customers use to contact your company–for example,
processed by the system. Once an alias is configured and made active, the Retriever Service retrieves emails
from the mail server on which the email address is configured. For more details, see “Aliases” on page 166.
Blocked file extensions: This is a security feature that allows you to selectively prevent certain types of
attachments, which may contain viruses, from entering the system. For example, files with extensions like
.exe, .vbs, .js,
etc.
This feature works in conjunction with department settings for email attachments. Using settings, the system
can be configured to block all attachments, block incoming and outgoing attachments, and delete or
quarantine blocked attachments. For more information, see “Blocked File Extensions” on page 184.
Delivery exceptions: This feature allows you to handle emails that bounce back to the system.
Administrators can create a list of words and phrases that may appear in the email subjects and email
addresses of incoming emails. If any of these words or phrases are found in the subject or email address of
emails, they are treated as bounce backs, permanent or temporary. A permanent bounceback indicates that an
irreparable reason (such as invalid email address) caused the email to bounce back. A temporary bounceback
indicates that a temporary reason (such as out of office reply, destination server down, etc.) caused the email
to bounce back. For more details, see “Delivery Exceptions” on page 189.
The application includes 144 common delivery exception scenarios. Other exceptions can be created as
needed. The predefined exception scenarios are listed in “Appendix A: Predefined Delivery Exceptions” on
page 236.
Queues: Queues hold incoming customer service activities such as emails and chat sessions that are waiting
to be assigned to agents. Email activities are routed to queues by workflows, and then either pushed to, or
pulled by agents, depending on the configuration of the queue. Chat and call back activities are also routed
to queues, but by the External Agent Assignment service, and then either pushed to, or pulled by users. A
department can have any number of queues. A single queue can hold multiple activity types like email, chat,
and so on. For more details, see “Queues” on page 47.
Service levels: In order to provide quality customer service, most organizations measure the performance of
their customer service center against established service levels. Using service levels, administrators can set
up response time expectations for different types of incoming customer service interactions like email, chat
and so on. Once defined, service levels are used in workflows to set the due date of activities. Routing
decisions can also be made based on service levels. Service level performance reports are available in the
Reports Console. For more details, see “Service Levels” on page 193.
Transfer codes: While transferring chats, agents can assign transfer codes to chats, which typically identify
the reason why chats are being transferred. For more details, see Enterprise Chat and Email Administrator’s
Guide.
Workflows: Workflows provide a mechanism for applying a sequence of rules on activities. Flexible and
easy to use, they allow administrators to define rules to modify business objects, automate the progression
of activities through the system, raise alarms and send notifications about the status of activities, and so on.
There are three types of workflows:
Alarm workflows
Inbound workflows
Outbound workflows
22 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
For more details, see “Workflows” on page 196.
Configuring the System for Chat
This section describes the objects you need to create to set up your system for chat, callback, and delayed
callback activities.
For Chat Activities
An email address (a valid email address on your mail server): Contact your system administrator to get this
configured.
Quick Responses and Quick Links (from the Apps > Chat space): For details, see “Assets for Chat” on
page 62.
Users (from the User Management space): For details, see the Enterprise Chat and Email Administrator’s
Guide.
Queues (from the Business Rules > Queues space): For details, see the “Queues” on page 47.
Templates (from the web server): For details, see Chapter 6, “Aqua Chat Template Sets” or “Appendix C:
Kiwi Chat Template Sets” on page 248.
Entry points (from the Apps > Chat space): For details, see Chapter 8, “Chat Entry Points”.
Transfer codes (from the Business Rules > Codes and Classification space): For details, see the Enterprise
Chat and Email Administrator’s Guide.
Share chat transcripts with other departments (from the Administration Console, Departments node): For
details, see the Enterprise Chat and Email Administrator’s Guide.
Configuring the dynamic messages to be displayed for chats activities. For details, see “Configuring
Dynamic Messages for Chats and Callback” on page 137.
Enable the website for chat by inserting a code snippet. The “Begin Chat” or “Chat with an agent” link is
here.
For Callback and Delayed Callback Activities
To be able to set up your system for these activities, you need to create the following objects:
Users (from the User Management space): For details, see the Enterprise Chat and Email Administrator’s
Guide.
Queues (from the Business Rules > Queues space): For details, see the Chapter 4, “Queues”.
Templates (From the web server): For details, see Chapter 7, “Callback Template Sets”.
Entry points (from the Apps > Chat space): For details, see Chapter 8, “Chat Entry Points”.
Enable the website for callback by inserting a code snippet.
Configuring the System for Chat 23
Data Masking for Chat
Data masking allows businesses to ensure that sensitive information, like credit card numbers, Social Security
Numbers, bank account numbers, and so on, is not transmitted from the system to the customers and vice versa.
If the customer and agent do add any sensitive data in the email content and chat messages, all such data is
masked before it is displayed to customers and agents and before it is stored in the system.
For chat, you have the option to allow customers to disable data masking for selective messages. The Off-the-
record feature allows agents and customers to exchange sensitive information as data masking rules do not apply
to these messages. Any information exchanged while off-record is not stored in the system. Off-the-record
conversations can be started and stopped only by customers.
For details about setting up data masking, see “Data Masking” on page 28.
Secure Chat
Secure Chat allows chat entry points to transfer customer context information from the company website to the
application through SAML. This allows website visitors who are already recognized on the company website to
use a single sign-on enabled entry point to chat with an agent without having to provide redundant information.
Entry points can be configured to allow website visitors to log in to secure chat upon initially accessing the chat
entry point, or to allow agents to initiate the authentication process mid-chat.
To enable secure chat, the chat templates must be configured, an entry point must be configured to allow secure
chat, and customer single sign-on must be configured.
To learn how to enable secure chatfor aqua chat templates, see “Enabling Auto-Login” on page 89 and
“Configuring Aqua Templates for Customer SSO” on page 90.
To learn how to enable secure chat for kiwi chat templates, see “Enabling Auto-Login” on page 263 and
“Configuring Kiwi Templates for Customer SSO” on page 263. (available only in systems upgrading from
ECE 11.6)
For details about configuring entry points to use secure chat and mid-chat authentication, see “Creating
Entry Points” on page 122 and “Adding Chat and Collaboration Help Links to Websites” on page 131.
For more details about configuring Chat Customer Single Sign-On, see Enterprise Chat and Email
Administrator’s Guide.
Chat Attachments
Customers and agents can send files to each other during a chat. Once configured by an administrator, customers
and agents can browse to a file and attach it to their chat messages. Customers can also drag and drop files into
the chat text editor. For more details about the types of files that can be allowed or blocked, or how to set up chat
attachments, see the Enterprise Chat and Email Administrator’s Guide.
Important: Data masking rules also apply to the message typed by customers in the callback
request form.
24 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Services for Chat and Collaboration
Make sure that the following services are configured properly and are in running state. For details about
configuring these services, see the Enterprise Chat and Email Administrator’s Guide.
External Agent Assignment Service (EAAS) (For integrated emails, integrated chats, callback, and
delayed callback activities only.)
External Agent Messaging Service (EAMS) (For integrated emails, integrated chats, callback, and delayed
callback activities only.)
IIS Configuration
If your configuration is using Secure Chat, Docked Chat, or Cobrowse, the X-Frame-Options of the response
headers may need to be reconfigured.
Settings for Chat and Collaboration
Make sure that the following partition and department level settings are configured properly. For details about
these settings, see the “Assets for Chat” on page 62.
Settings at the Partition Level
Chat Watchdog Interval
Starvation Time for Activities
Chat Auto-Pushback Settings
Enable auto-pushback of chats
Expiry time for auto-pushback for chats (minutes)
Make agent unavailable on auto-pushback of chats
Settings at the Department Level
Chat - Agent availability choice enabled
Chat - Agent chat message maximum length
Chat - Auto block check
Chat - Auto spellcheck
Chat - Daily service level sample set definition
Chat - Disable typing area and page push area on customer exit
Chat - Display timestamp in agent chat console
Chat - Display timestamp in completed chat transcript
Chat - Disable typing area and page push area on customer exit
Chat - Enable Sound Alert
Configuring the System for Email 25
Chat - Force activity categorization
Chat - Force resolution code
Chat - Inbox sort column
Chat - Inbox sort order
Chat - My Monitor - Activity refresh interval (seconds)
Chat - SLA for Response Time (seconds)
Reason for chat transfer
Configuring the System for Email
The following items must be configured before agents can begin replying to emails from customers:
Email aliases: These map to email addresses to which customers send emails. For details, see “Aliases” on
page 166.
Inbound workflows: Process the emails. See “Workflows” on page 196 for details.
Queues: A holding location for emails waiting to be routed to agents. See “Queues” on page 47 for details.
Users: Agents who reply to emails, supervisors who monitor and manage agents, and administrators who
create and administer workflow and routing. See Enterprise Chat and Email Administrator's Guide for
details.
Important Tasks on the Mail Server
Before you start configuring aliases, make sure that the following objects have been configured and are ready to
be used:
An email address with credentials on the company mail server.
Along with the email address, make sure you have the following details. You would need this information to
configure the alias.
For the incoming email server:
The server type, either POP3 (Post Office Protocol 3) or IMAP4 (Internet Message Access Protocol).
The server name or IP (Internet Protocol) address.
A user name and password for the server.
For the outgoing email server:
The server type, either SMTP (Simple Mail Transfer Protocol) or ESMTP (Extended Simple Mail
Transfer Protocol).
The outgoing server name or IP address.
A user name and password for the outgoing server (only if using ESMTP).
Refer to your IT department’s policies and decide whether or not to use SMTP if ESMTP authentication
fails.
26 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Configuring Spam Filters on Mail Server
You may wish to block emails from certain email addresses or domains from being processed by the system. To
do this, spam filters must be established on the IMAP or POP3 mail server to handle spam emails coming in the
system. Refer to your IT department for more information.
Data Masking for Email
Data masking allows businesses to ensure that sensitive information, like credit card numbers, Social Security
Numbers, bank account numbers, etc. is not transmitted from the system to the customers and vice versa. If the
customer and agent do add any sensitive data in the email content and chat messages, all such data is masked
before it is displayed to customers and agents and before it is stored in the application.
Data masking is the process of scanning the content for sensitive information and applying regular expressions
to mask the sensitive information and hide the original data with characters, like, * ^ #. Data is masked using
patterns, which are defined using Javascript and Java regular expressions.
Masking patterns are defined by the partition administrators and then are applied to the email and chat channel.
The partition administrator can decide to manage the channels for all departments at the partition level, or can
allow each department to manage their own configurations.
For email, you have the option to enable data masking for incoming and outgoing emails.
For details about setting up data masking, see “Data Masking” on page 28.
Services for Emails
Make sure the following services are configured properly and are running. For details on setting up these
services, see Enterprise Chat and Email Administrator’s Guide.
Retriever service Gets incoming emails from configured aliases and parses them.
Dispatcher service: Sends outgoing emails out of the system.
Workflow cache service: Maintains information about objects used in workflows.
Workflow engine service: Applies workflows on emails to automate their routing and handling.
External Agent Assignment Service: Routes activities to agents integrated with Unified CCE.
External Agent Messaging Service (EAMS): Initiates and maintains the channel of communication with
the Agent Peripheral Gateway (PG)/ARM interface of Unified CCE. Responsible for reporting all agent
events.
Settings for Emails
Make sure that the following global and department level settings are configured properly. For more information
about these settings, see “Assets for Email” on page 149.
Settings for Delivery Exceptions
These settings are available at the global level.
Configuring the System for Email 27
Default SMTP Server Settings
Settings at the Partition Level
Alarm service delay
Auto response number
Auto response time (minutes)
Settings at the Department Level
Activities to pull first
Activity type for auto pushback
Include original message for auto acknowledgement
Maximum activities to pull at a time
Personalized activity assignment
Data Masking
About Data Masking
About Patterns
Creating Patterns
Creating Patterns in XML File
Exporting Masking Patterns
Importing Masking Patterns
Copying Patterns
Deleting Patterns
Validating Masking Patterns
Applying Patterns to Chat Channel
Applying Patterns to Email Channel
Masking Content of Completed Activities
Data Masking 29
About Data Masking
Data masking allows businesses to ensure that sensitive information, like credit card numbers, Social Security
Numbers, bank account numbers, and so on, is not transmitted from the system to the customers and vice versa.
If the customer and agent do add any sensitive data in the email content and chat messages, all such data is
masked before it is displayed to customers and agents and before it is stored in the system.
Data masking is the process of scanning the content for sensitive information and applying regular expressions
to mask the sensitive information and hide the original data with characters, like, * ^ #. Data is masked using
patterns, which are defined using Javascript and Java regular expressions.
Data masking is available for emails and chats.
About Patterns
Patterns are definitions of data masking rules that you apply to the content of emails and chat messages to hide
sensitive data. Patterns are defined using JavaScript and Java regular expressions. In the pattern definition, you
also define the character to use for replacing the matching data (for example, *, X, #). You can enable the Luhn
algorithm for masking credit card numbers. This algorithm distinguishes the valid credit card numbers from a
random sequence of numbers.
You can either create a pattern from the user interface, or you can create patterns in an XML file and import the
file using the import feature.
Creating Patterns
To create a pattern:
1. In the partition-level Top menu, click the Security option.
2. In the Left menu, navigate to Data Masking > Patterns.
3. In the Patterns space, click the New button.
4. On the New Pattern page, under the General tab, set the following fields:
Name: Type a name for the pattern.
Description: Provide a description for the pattern that explains what type of masking is done by the
pattern.
Active: Click the toggle to make the pattern active when it is ready for use. Only active patterns can be
applied to channels. Once a pattern is made active and used in channels, it can be made inactive only
after the association from the channels is removed.
5. Click the Masking Pattern tab and set the following:
Masking Character: From the dropdown list, select the character to be used to mask the data. The
default value is *. Options available are: *, -, #, X, x.
Javascript Regular Expression: Provide the Javascript regular expression for masking.
30 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Java Regular Expression: Provide the Java regular expression for masking.
Number of characters to unmask from right: Provide the number of characters, from the right, that
should be ignored while masking. For example, if you are masking the social security number and you
do not want to mask the last 4 numbers of the SSN, the SSN shows as *****3545
Number of characters to unmask from left: Provide the number of characters, from the left, that
should be ignored while masking. For example, if you are masking a 10 digit account number and you
do not want to mask the first 4 numbers of the account number, the account number shows as
8765******
Apply Luhn Algorithm: Click the toggle to apply the Luhn algorithms to credit card numbers.
Create a pattern
6. Click the Save button.
Creating Patterns in XML File
While preparing a file for importing patterns, keep in mind:
Only XML files can be used to import patterns.
You can name the file anything you want.
Elements should be defined in the order specified in the pattern file exported from the application.
Elements and values of elements in the XML file are case sensitive.
Data Masking 31
For user created patterns, the isDefault element should be always set to no. Likewise, for default patterns,
the isDefault element should be always set to yes.
If you are importing a pattern that already exists in the system, your existing pattern will be overwritten by
the import process.
The following table lists the names of the properties as they appear in the file and on the UI. For the description
of each field, see “Creating Patterns” on page 29.
A sample pattern looks like:
A sample XML file
Name on the UI Name in the file
Name name
Description description
Active isActive
Default isDefault
Masking character maskingCharacter
Javascript regular expression javascriptRegularExpression
Java regular expression javaRegularExpression
Number of characters to unmask from right numOfCharsToUnmaskFromLeft
Number of characters to unmask from left numOfCharsToUnmaskFromRight
Apply Luhn algorithm applyLuhnAlgorithm
32 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Exporting Masking Patterns
Patterns can be exported in XML format to share them across installations or if you wish to edit the patterns
through an XML file. All the patterns configured in the system will be part of the exported XML file.
To export patterns:
1. In the partition-level Top menu, click the Security option.
2. In the Left menu, navigate to Data Masking > Patterns.
3. In the Patterns space, from the More button, select Export patterns.
The patterns file is downloaded on your machine.
Importing Masking Patterns
Only XML files can be used to import patterns.
To import a pattern:
1. In the partition-level Top menu, click the Security option.
2. In the Left menu, navigate to Data Masking > Patterns.
3. In the Patterns space, from the More button, select Import patterns.
4. In the Import pattern window, provide the location of the XML file. Click OK.
Provide the location of the file
The system notifies when the patterns are imported successfully. You will also be notified if the import
process will over-write existing patterns.
If the file has any issues, the import process is aborted and the user is notified. Some of the issues with the file
can be:
Type of file is not XML.
Size of the imported file is more than 10 MB.
XML is malformed.
The values of the name, description, Javascript Regular Expression, Java Regular Expression fields are more
than the allowed size.
A custom pattern is defined as a default pattern.
Data Masking 33
A default pattern is not defined as a default pattern.
The Javascript regular expression defined in the file is not correct.
The Java regular expression defined in the file is not correct.
You are deactivating a pattern that is in use.
Copying Patterns
To copy a pattern:
1. In the partition-level Top menu, click the Security option.
2. In the Left menu, navigate to Data Masking > Patterns.
3. Locate the pattern you want to copy. Click in the Actions field for the pattern and select the Create Copy
button.
A copy of the pattern is created. All patterns are copied in the inactive state. You can make them active when
you are ready to use the pattern.
Deleting Patterns
Patterns cannot be deleted if they are associated with a channel. You must remove all associations before deleting
the pattern.
To delete a pattern:
1. In the partition-level Top menu, click the Security option.
2. In the Left menu, navigate to Data Masking > Patterns.
3. Locate the pattern you want to delete. Click in the Actions field for the pattern and select the Delete button.
Validating Masking Patterns
Validating Individual Patterns
After you create a pattern, test it by using the validation option available for each pattern.
To validate a pattern:
1. In the partition-level top menu, click the Security option.
2. In the Left menu, navigate to Data Masking > Patterns.
3. In the Pattens space, click the pattern you want to test.
34 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
4. In the Edit Pattern page toolbar, click the Validate button.
5. In the Validate Pattern window, do the following:
a. In the Sample Data provide the text you want to use for testing the pattern and click the Show button.
b. In the Masked Data section, the Javascript regular expression and Java regular expression applied to the
sample data are visible. All the settings configured in the Masking Pattern tab will be applied to the
sample data.
Validate patterns
Validating Masking Patterns Applied to Channels
In addition to validating individual patterns, you can validate the patterns selected for a channel and make sure
that they work properly as a group and the order of the selected pattens is correct.
To validate patterns applied to channels:
1. In the partition-level top menu, click the Security option. In the Left menu, navigate to Data Masking >
Chat or Email. If you are validating from the department level, go to the Apps section, and browse to Chat
> Data Masking or Email > Data Masking.
2. On the Data Masking page, click the Validate button.
3. In the Validate Pattern window, do the following:
a. In the Sample Data provide the text you want to use for testing the pattern and click the Show button.
Data Masking 35
b. In the Masked Data section, all the selected patterns applied to the sample data are visible.
Validate the patterns selected for a channel
Applying Patterns to Chat Channel
At the Partition Level
What can the partition administrator do?
Enable data masking for chat for all departments and manage all configurations from the global level.
Give control to the department administrators to configure their own settings. At this point, department
administrators can choose to configure their own settings or can continue to use the settings configured by
the partition administrators. Once a department administrator decides to configure their own settings, they
are not affected by the changes made by the partition administrator.
To apply patterns to the chat channel:
1. In the partition-level top menu, click the Security option.
2. In the Left menu, navigate to Data Masking > Chat.
3. In the Data Masking: Chat page, on the General tab, set the following:
Name: This field is read-only.
36 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Description: This field is read-only.
Enable data masking: Use the toggle switch to enable data masking. By default it is disabled.
Allow customers to send off the record chat messages: Use the toggle switch to allow customers and
agents to exchange off the record messages. Data masking rules do not apply to such messages. During
a chat, only the customer has the option to enable off-the-record feature. All messages exchanged in this
mode are not stored in the system.
Allow resetting at department level: Use the toggle switch to allow department level administrators to
set their own configurations and masking rules for the chat channel. When this setting is enabled,
department administrators get an option to either follow the global level settings, or to configure their
own.
Apply patterns to chat channel
4. Next, go to the Masking Patterns tab and select the patterns to be applied to the chat channel and define the
order of the patterns. While defining the order make sure that the longest pattern is on top followed by the
short patterns. This ensures that patterns that use smaller matches do not partially mask the text that would
match the longer text. For example, if you are selecting both Visa Credit Card 16 Digits and Visa Credit
Card 13 Digits, make sure the order is - Visa Credit Card 16 Digits and then Visa Credit Card 13 Digits. If
the order is not correct, and let us say you mask the following content: Visa 16: 4485-0713-3727-3343 and
Visa 13: 4222-2222-2222-2, it will be masked as Visa 16: ****************343 and Visa 13:
****************. You will notice that the 16 digit credit card did not get masked properly.
5. Next, go to the Departments tab to see a read-only view of the departments that are using the masking
patterns applied by the partition administrator.
6. Click the Save button.
Data Masking 37
7. After saving the changes, validate the patterns selected for the channel. For details, see “Validating Masking
Patterns Applied to Channels” on page 34.
At the Department Level
How much control do department administrators get?
If the partition administrator has not given control to department administrators to configure their own
settings, the department administrators get a read-only view of the settings configured by the partition
administrator.
If the department administrator has the option to configure their own settings, and they choose to do so, they
are not affected by the changes made to the configurations by the partition administrators.
To apply patterns to the chat channel:
1. In a department, go to the Apps section.
2. In the left menu browse to Chat > Data Masking.
3. On the Data Masking: Chat page, in the General tab, set the following:
Enable department settings: Departments automatically uses the data masking configurations
configured at the global level. Any changes made at the global level are applied to the department
immediately. Enable this option if you want to manage the data masking configurations on your own
and independent of the partition administrator. Any changes made by the partition administrator will not
be applied to your department. This option is enabled only if the partition administrator allows
department administrators to over-write the global level settings.
Name: This field is read-only.
Description: This field is read-only.
Enable data masking: Use the toggle switch to enable data masking. By default it is disabled.
Allow customers to send off the record chat messages: Use the toggle switch to allow customers and
agents to exchange off the record messages. Data masking rules do not apply to such messages. During
38 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
a chat, only the customer has the option to enable off-the-record feature. Any messages exchanged in
this mode are not stored in the system.
Apply patterns to chat channel
4. Next, go to the Masking Patterns tab and select the patterns to be applied to the chat channel and define the
order of the patterns. While defining the order make sure that the longest pattern is on top followed by the
short patterns. This ensures that patterns that use smaller matches do not partially mask the text that would
match the longer text. For example, if you are selecting both Visa Credit Card 16 Digits and Visa Credit
Card 13 Digits, make sure the order is - Visa Credit Card 16 Digits and then Visa Credit Card 13 Digits. If
the order is not correct, and let us say you mask the following content: Visa 16: 4485-0713-3727-3343 and
Visa 13: 4222-2222-2222-2, it will be masked as Visa 16: ****************343 and Visa 13:
****************. You will notice that the 16 digit credit card did not get masked properly.
5. Click the Save button.
6. After saving the changes, validate the patterns selected for the channel by using the Validate button. For
details, see “Validating Masking Patterns Applied to Channels” on page 34.
Data Masking 39
Applying Patterns to Email Channel
At the Partition Level
What can the partition administrator do?
Enable data masking for incoming and outgoing emails for all departments and manage all configurations
from the global level.
Give control to the department administrators to configure their own settings. At this point, department
administrators can choose to configure their own settings or can continue to use the settings configured by
the partition administrators. Once a department administrator decides to configure their own settings, they
are not affected by the changes made by the partition administrator.
To apply patterns to the email channel:
1. In the partition-level top menu, click the Security option.
2. In the Left menu, navigate to Data Masking > Email.
3. In the Data Masking: Email page, on the General tab, set the following:
Name: This field is read-only.
Description: This field is read-only.
Enable data masking in incoming emails: Use this option to enable data masking for incoming
emails.
Enable data masking in outgoing emails: Use this option to enable data masking for outgoing emails.
Allow resetting at department level: Use this option to allow department level administrators to set
their own configurations and masking rules for the email channel. When this setting is enabled,
40 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
department administrators get an option to either follow the global level settings, or to configure their
own.
Apply patterns to email channel
4. Next, go to the Masking Patterns tab and select the patterns to be applied to the email channel and define the
order of the patterns. While defining the order make sure that the longest pattern is on top followed by the
short patterns. This ensures that patterns that use smaller matches do not partially mask the text that would
match the longer text. For example, if you are selecting both Visa Credit Card 16 Digits and Visa Credit
Card 13 Digits, make sure the order is - Visa Credit Card 16 Digits and then Visa Credit Card 13 Digits. If
the order is not correct, and let us say you mask the following content: Visa 16: 4485-0713-3727-3343 and
Visa 13: 4222-2222-2222-2, it will be masked as Visa 16: ****************343 and Visa 13:
****************. You will notice that the 16 digit credit card did not get masked properly.
5. Next, go to the Departments tab to see a read-only view of the departments that are using the masking
patterns applied by the partition administrator.
6. Click the Save button.
7. After saving the changes, validate the patterns selected for the channel by using the Validate button. For
details, see “Validating Masking Patterns Applied to Channels” on page 34.
Data Masking 41
At the Department Level
How much control do department administrators get?
If the partition administrator has not given control to department administrators to configure their own
settings, department administrators get a read-only view of the settings configured by the partition
administrator.
If the department administrator has the option to configure their own settings, and they choose to do so, they
are not affected by the changes made to the configurations by the partition administrators.
To apply patterns to the email channel:
1. In a department, go to the Apps section.
2. In the left menu browse to Chat > Email Masking.
3. On the Data Masking: Email page, in the General tab, set the following:
Enable department settings: Departments automatically uses the data masking configurations
configured at the global level. Any changes made at the global level are applied to the department
immediately. Enable this option if you want to manage the data masking configurations on your own
and independent of the partition administrator. Any changes made by the partition administrator will not
be applied to your department. This option is enabled only if the partition administrator allows
department administrators to over-write the global level settings.
Name: This field is read-only.
Description: This field is read-only.
Enable data masking in incoming emails: Use the toggle switch to enable data masking for incoming
emails.
42 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Enable data masking in outgoing emails: Use the toggle switch to enable data masking for outgoing
emails.
Apply patterns to email channel
4. Next, go to the Masking Patterns tab and select the patterns to be applied to the email channel and define the
order of the patterns. While defining the order make sure that the longest pattern is on top followed by the
short patterns. This ensures that patterns that use smaller matches do not partially mask the text that would
match the longer text. For example, if you are selecting both Visa Credit Card 16 Digits and Visa Credit
Card 13 Digits, make sure the order is - Visa Credit Card 16 Digits and then Visa Credit Card 13 Digits. If
the order is not correct, and let us say you mask the following content: Visa 16: 4485-0713-3727-3343 and
Visa 13: 4222-2222-2222-2, it will be masked as Visa 16: ****************343 and Visa 13:
****************. You will notice that the 16 digit credit card did not get masked properly.
5. Click the Save button.
6. After saving the changes, validate the patterns selected for the channel by using the Validate button. For
details, see “Validating Masking Patterns Applied to Channels” on page 34.
Masking Content of Completed Activities
The types of edits that can be made to completed activities is limited. For example, the content of an email or
chat cannot be changed or removed. However, there is a utility available to mask the content of activities if there
Data Masking 43
was some personally identifiable information in the activity’s content that should have been masked but was not
due to an error or oversight of configuring masking conditions.
To mask content of completed activities:
1. While signed in to the Tools Console as a department administrator, click the Utilities button.
2. In the Utilities window, in the Mask Content of Chat and Email Activities field, click the Go button.
3. In Activity IDs field, provide the ID of the activity and click the Show Details button.
Use the Show Details button to search for activities
4. Once the activity has been located and selected, click one of the following:
Mask: Masks the content of the activity using the data masking rules defined in the Administration
Console.
Reset: Resets the search and clears the Activity IDs field.
Show Content (link): This link, located in the Content column of the activity, displays the content and
details of the activity.
Important:
This utility can only be used by a department administrator.
Call Variables 45
This chapter will help you configure call variables.
About Call Variables
While sending new activity requests from a queue to Unified CCE, EAAS sends call variables and ECC
variables to Unified CCE as task context. By default, the following activity attributes are sent to Unified CCE as
ECC variables.
For inbound and outbound email activities: activity_id
For chat activities: activity_id, customer_name
For callback and delayed callback activities: activity_id, customer_name
If you need to pass on other attributes of the activity as call variables or ECC variables to Unified CCE, you need
to configure them in Enterprise Chat and Email. These variables can then be used in Unified CCE scripts to
configure conditions. For details, see the Unified CCE scripts documentation. If you plan to configure these
variables as ECC variables in Enterprise Chat and Email, you need to first create the ECC variables in Unified
CCE. For details, see the Unified CCE documentation.
The following attributes are available out-of-the-box:
case_user_last_worked,
solution_description, case_description, case_subject, severity, customer_id,
owner, case_due_date, case_status, case_id, reroute_flag,
contact_point_data,
delay_time_in_min, subject, is_escalated, conference_flag, case_type,
last_action_reason, queue_id, description, assigned_to, user_last_worked,
due_date, when_modified, when_created, activity_priority, customer_phone_no,
activity_id, customer_name
You can create additional variables for custom activity attributes. These custom attributes are created from the
Business Objects space in the Partition space. For details, see the Enterprise Chat and Email Administrator’s
Guide.
Creating Call Variables
To create a call variable:
1. In the top menu, click Business Rules.
2. In the left menu, click Call Variables.
3. In the Call Variables workspace, click the New button.
4. Set the following properties of the call variable:
Name: Type the name for the call variable. The following characters are not allowed in the name: ~ ! @
# $ % ^ & * ( ) _ - + ? > < { } | [ ] = \ / , .(dot) : ; “ ” ‘ ’. Also, the name cannot start with a digit.
Object: This field is automatically assigned and cannot be changed.
Mapped Custom Attribute: From the dropdown list, select a custom attribute created for the Activity
Data from the Business Objects space in the Partition space.
46 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Description: Provide a brief description.
Create a call variable
5. Click the Save button.
6. From the Partition space, restart the EAAS service process and instance.
Deleting Call Variables
Default call variables and call variables used in queues cannot be deleted. To be able to delete the variables that
are in use, remove them from the queues first.
To delete a call variable:
1. In the top menu, click Business Rules.
2. In the left menu, click Call Variables.
3. In the Call Variables workspace, hover over the call variable you want to delete. Click the Delete button.
4. Click the Yes button when the system prompts you to confirm the deletion.
48 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
About Queues
Queues hold incoming customer service activities such as emails and chat sessions that are waiting to be
assigned to agents. There is no limit to the number of queues that can be created in a department. A single queue
can hold multiple activity types like email, chat and so on. Agent access to queues is controlled through
permissions and the routing methods of the corresponding MRD.
After the necessary MRDs have been imported into ECE from Unified CCE, queues can be created manually
within ECE for all activity types. When creating queues in ECE, the MRDs and script selectors can be selected
for the queue to provide the extra necessary routing information for the queue.
ECE comes equipped with a Default Exception Queue already available. The routing of activities from this
queue is done by Unified CCE. More queues can be added to the application by importing MRDs. This creates a
Unified CCE type of queue and the routing of activities from this queue is done by Unified CCE. This queue is
mapped to a Unified CCE MRD and a script selector. When the MRD or script selector attributes are modified
in Unified CCE, the modifications are automatically retrieved and synchronized in ECE when an administrator
clicks the name of the queue in the list pane of the Administration Console. If the MRD or script selector is
deleted from Unified CCE, the queue in ECE is unmapped when a user clicks the name of the queue in the
Administration Console, and the administrator is shown a message saying that the queue has been unmapped.
For more information about importing MRDs, see the Enterprise Chat and Email Administrator’s Guide to the
Administration Console.
Queues Created by the System
The following queues are created automatically by the system at the time of install and are not directly tied to an
MRD.
Default Exception Queue
By default, an exception queue is created in every department. Activities are routed to the exception queue when:
There are no active inbound workflows in the department.
A workflow faces an error while processing activities.
The queue used in a workflow is made inactive. All the activities coming to the inactive queue are routed to
the exception queue.
Emails are bounced back.
A
new_task_failure
message is returned by Unified CCE.
If a connection is lost with the Cisco routing system, for example, if the MR PIM machine temporarily shuts
down or restarts.
Chat Queue
This queue is not in use.
Important:
The exception queue cannot be deleted or made inactive.
Queues 49
Email Queue
This queue is not in use.
Supervisory Queues
By default, a supervisory queue is created for each MRD associated with either the email or the outbound media
classes.
Creating Queues
You can manually create queues in the application in addition to the ones created when MRDs are imported.
To create a queue:
1. In the top menu, click Business Rules.
2. In the left menu, click Queues.
3. Click the New button.
The workspace refreshes to show the Create Queue page.
4. On the General tab, adjust the following details as needed.
Name: Type a name of the queue. This is required information. The following characters are not
allowed in the name: < , . ? : > $ * \ /
Type: Set to Unified CCE.
Media Routing Domain: Select the MRD to which the queue should map. One MRD can be mapped
to only one queue. The list of MRDs is dynamically retrieved from Unified CCE. The MRD that is
selected determines what tabs and fields can be accessed during the queue editing process.
While creating queues for outbound emails, make sure you select the MRD created for outbound
emails. Similarly, while creating queues for inbound emails, make sure you select the MRD created for
inbound emails.
If you are creating a queue for callback or delayed callback activities, select the Cisco_Voice MRD
from the dropdown. This adjusts the fields that appear below.
Script Selector: From the dropdown list, select a script selector associated with the MRD to which the
queue is mapped. It is the keyword that identifies the Unified CCE routing script that is executed in
Unified CCE on the activity originating from this queue. An MRD can have multiple script selectors
associated with it, but you can select only one script selector for a queue.
Active: When a queue is created, by default it is active. Click this toggle to make it inactive. If you are
using a queue in workflows or are intending to use it, do not make the queue inactive. If a queue is
being used in workflows and it is made inactive, no new incoming activities are routed to the queue. All
activities coming to an inactive queue are routed to the exception queue. Also, if the queue is being used
in workflows, and agents have pull and transfer permissions on the queue, they can pull activities from,
and transfer activities to inactive queues. If you want to restrict these actions, remove the pull and
transfer permissions on the inactive queue.
Description: Type a brief description.
50 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Maximum Task Limit: This is the maximum number of activities or tasks that can reside within the
MRD at any point. It is also referred to as the Unified CCE queue depth or the Maximum calls per
queue. The value in this field is set automatically based on the selected MRD and it cannot be changed
for chat and email queues. To change this, go to Configuration Manager > Media Routing Domain List
Tool, and update the field Max Calls In Queue.
Routing Priority: Select the routing priority for activities waiting in the queue. The value chosen here
determines the order in which activities are retrieved from the queue, and which new activity requests
are sent for routing to Unified CCE. The options available are:
Due date: New activity request with the nearest due date is sent to Unified CCE.
Longest waiting: New activity request with the longest wait time is sent to Unified CCE.
Queue Priority: Select the priority of the queue. While sending new activity requests from a queue, the
priority of a queue is checked. If more than one queue has the same priority, the application looks for a
specified activity priority for the activities in the queues with the highest priority. If no activity priority
is found, activities are processed based on age, with the oldest being processed first. The EAAS instance
(see Enterprise Chat and Email Administrator's Guide for more information) retrieves activities from
the highest priority queues first, and the lowest priority queues last. The queue priority can be:
Low
Medium
High
Provide the general properties of the Callback or Delayed Callback queue
5. Click the Save button. Once the queue has been created, you can begin editing it. For more information, see
“Editing Queues” on page 51.
Queues 51
Editing Queues
Each queue that is created in the application or after importing the designated MRD can be edited and adjusted
to suit your needs.
To edit a queue:
1. In the top menu, click Business Rules.
2. In the left menu, click Queues.
3. In the Queues workspace, click the queue you want to edit.
The workspace refreshes to show the Edit Queue page.
4. On the General tab, adjust the details as needed. For more information about the fields here, see “Creating
Queues” on page 49.
Edit general properties
5. Next, go to the Chat tab and set the following properties. This tab is available only for queues that belong to
a chat MRD.
In the Chat Media section, set the following:
Quick links: From the available quick links, select the quick links to be associated with the queue.
Important:
This feature is not available for callback and delayed callback activities.
52 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Quick responses: From the available quick responses, select the quick responses to be associated with
the queue.
In the Options section, set the following:
Display alternative engagement option: Select Yes to display the alternate engagement options in the
chat window while customers are waiting to be serviced by agents. The default value is No. For details
about configuring these options, see. “Configuring Alternative Engagement Options” on page 91.
Display alternative engagement option after (minutes): Define the time after which the alternate
engagement options will be presented to the customer. If you do not set a value, customers will see the
options as soon as they start the chat.
Enable chat attachments for agents and customers: If Chat attachments are enabled at the global
level, in the Options section, you can select Yes to allow agents and customers to send attachments
during chat sessions or select No to prevent agents and customers from being able to send attachments
during chat sessions. Image attachments sent during chat interactions appear in line. The allowed or
blocked file types and the size limits of the chat attachments are configured at the global level. For more
information about configuring attachments settings, see the Enterprise Chat and Email Administrator’s
Guide.
Extended session timeout for customers (minutes): Define the period of time in which the system
should attempt to reconnect with a customer in the event of a disconnection during the chat. If a chat
Queues 53
between an agent and a customer suddenly disconnects, the application attempts to reconnect the agent
and customer for the amount of time specified in this field and resets upon a successful connection.
Set chat properties
6. Next, in the Email tab, set the following properties. This tab is available only for queues that belong to an
email MRD.
Select the headers, footers, greetings, and signatures to be associated with the queue. For each queue,
you can configure the header, footer, signature and greeting to be associated with the queue. The
selected header, footer, signature and greeting are available to the agents in the Reply pane toolbar, for
quick access. The selected header, footer, signature, and greeting are also automatically added to the
Reply pane, and the agent can choose to use them or delete them, if he does not want to use them.
Important:
You must create the headers, footers, greetings, and signatures articles in the Apps
space. Each queue can have only one greeting, header, footer, and signature associated with it.
54 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Include original message: Enable this option to display the incoming message from the customer
in the Reply pane. If this option is disabled, the incoming message is displayed in the Activity
section of the Information pane. By default this option is enabled.
Set email properties
7. Go to the Call Variables tab. This tab displays the call variables that map to specific attributes of an activity
(for example: activity_id, activity_subject). Provide a unique value in the Call Identifier field to apply this
ID to calls that come through this queue. This field is optional.
Next, select the call variables (Call Variable 1 through 10) to be passed along with activity requests
originating from this queue. The selected call variables can then be used in Unified CCE scripts to facilitate
and influence routing. After selecting the call variables, define an order for the variables. Click the toggle in
Queues 55
the Display In Popover column to make the call variable displayed in the Finesse popover. For more
information about configuring these variables, see “Call Variables” on page 44.
Select call variables
8. Go to the Application Strings tab. This tab displays the application string that map to specific attributes of an
activity (for example: activity_id, activity_subject). For queues for callback and delayed callback type of
activities, select the variables that can be passed as application strings. By default, the customer phone
number (customer_phone_number) is passed as an application string to Unified CCE. The selected
application strings can then be used in Unified CCE scripts to facilitate and influence routing. For more
information about configuring these variables, see “Call Variables” on page 44.
Select application strings
Important:
This tab is available for callback and delayed callback type of queues only.
56 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
9. Go to the Expanded Call Variables tab. This tab displays the ECC variables that map to specific attributes of
an activity (for example: activity_id, activity_subject). Select the Expanded Caller Context (ECC) variables.
The selected ECC variables can then be used in Unified CCE scripts to facilitate and influence routing. Both
Scalar and Array ECC variables are supported. For more information about configuring these variables, see
“Call Variables” on page 44.
ECC variables must be created in Unified CCE before they are used to map object attributes in ECE, as the
mapping must be registered in Unified CCE before the variables are sent with requests to Unified CCE.
By default, the following activity attributes are sent to Unified CCE as ECC variables:
For email activities: activity_id
For chat activities: activity_id, customer_name
For callback and delayed callback activities: activity_id, customer_name
Select Expanded Call Variables
10. Go to the Concurrent Task Limit tab. For queues that handle email or chat activities, set the maximum
number of tasks that a given agent can handle at a time. This value is also known as the maximum
concurrent task limit for an agent. There are two types of agents that are displayed here:
Agents who belong to the skill group associated with the Unified CCE MRD selected in the General tab.
Agents whose Attribute is used in Precision Queue (PQ) routing steps, and that PQ is mapped to the
Unified CCE MRD selected in the General tab.
Important:
When you associate ECC variables with a queue, or remove the association, you need
to restart the EAAS service instance. For details, see the Enterprise Chat and Email Administrator’s
Guide.
Queues 57
If more than one queue is mapped to the same MRD, then the highest value assigned to the agent for any of
those queues will apply as the concurrent task limit. In such cases, users must go to the Concurrent Task
Limit tab for each queue mapped to that same MRD to view the actual value that the system considers.
The Concurrent Task Limit for a user cannot be greater than the maximum task limit of the queue. The
maximum task limit of a queue can be viewed from the Maximum Task Limit field on the General tab. The
value for this field is configured in the Max Calls In Queue in the Configuration Manager > Media Routing
Domain List Tool.
The concurrent task limit for an agent is valid only as long as the agent remains in the same skill group.
When the agent is reskilled, the value is lost. If the agent is added to the same skill group again, this field
must be manually updated.
Set concurrent task limit
11. Add precision routing to the queue by adding Skill Groups and Precision Queues to the queue under their
respective tabs. Skill Groups and Precision Queues applied to the queue determine how activities can be
routed or transferred to agents or other queues. For more information about how Skill Groups and Precision
Queues affect the routing of activities in a queue, see “How Queues Assign Work to Agents” on page 58.
Select precision queues
Important:
The Precision Queues tab appears only if the ECE installation has been integrated with
Unified CCE 12.0(1).
58 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
12. Click the Save button.
Deleting Queues
You cannot delete queues that have open activities, or queues that are being used in workflows or chat entry
points. Also, the default queues provided with the system cannot be deleted.
To delete a queue:
1. In the top menu, click Business Rules.
2. In the left menu, click Queues.
3. In the Queues workspace, hover over the queue you want to delete. Click the Delete button that appears next
to the queue.
How Queues Assign Work to Agents
Permissions are automatically assigned to queues mapped to MRDs and they cannot be changed in ECE.
Important Things to Note About Picking and Pulling Activities
Emails
Agents can pick emails from other agents that belong to the same set of skill groups.
Only agents who are part of a skill group that is associated with the queue can pick or pull from that queue.
Only agents who match the attributes of a Precision Queue (PQ) that is associated with the ECE queue can
pick or pull from that queue.
Based on the Maximum Task Limit setting, agents who have reached their concurrent task limit can pick
additional activities. The maximum number of activities is defined as part of the setting.
When working on a non-interruptible chat or voice call:
Agents can pick or pull interruptible emails from queues and other agents.
Agents cannot pick or pull non-interruptible emails from queues or other agents.
Agents with the Administrator Role or the Supervisor Role can pick from the Default exception queue.
Chats
Agents are assigned chats by the system automatically. They cannot pull chat activities from queues. Pick
does not apply to chats.
Queues 59
Important Things to Note About Transferring Emails
Multiple emails can be selected and transferred to another user or queue at the same time, so long as the
emails are new and have no draft responses. If an email has any draft responses, or is not a new incoming
email, it must be transferred individually.
Outbound emails created by agents can only be transferred to users and not to queues.
Disabled users are not listed in the list of users to whom you can transfer activities.
When an activity is transferred from one user to another, the owner of the case does not change.
You can transfer activities only if you have the Transfer action. For more information about actions, see the
Enterprise Chat and Email Administrator’s Guide.
Transferring to Queues:
Only agents who are part of a skill group that is associated with a queue can transfer emails to that queue.
Only agents who match the attributes of a Precision Queue (PQ) that is associated with an ECE queue can
transfer emails to that queue.
Transferring to Agents:
Agents can transfer emails to other agents that belong to the same set of skill groups.
Agents can transfer emails to other agents that belong to the same set of skill groups.
Based on the Maximum Task Limit setting, agents can transfer additional activities to agents who have
reached their concurrent task limit. The maximum number of activities is defined as part of the setting.
Emails cannot be transferred to departments directly. If the Allow Transfer of Activities to Integrated
Queues in Other Departments setting is enabled, agents can transfer activities to queues of other
departments.
If the Allow email transfer to agents who are not available setting is enabled, agents can transfer activities
to other agents who are not available to work on new activities. To be able to transfer an email to an agent,
the agent must be logged in to the application, should not have met the concurrent task limit, and should not
be working on a non-interruptible activity. If these requirements are not met, the agent is not displayed in the
Transfer Activities window.
If the Allow email transfer to agents who are not logged in setting is enabled, agents can transfer
activities to other integrated agents who are not logged in to the application. To be able to transfer an email
to an agent, the agent should not have met the concurrent task limit. If this requirement is not met, the agent
is not displayed in the Transfer Activities window.
An agent can transfer interruptible email activities to another agent. An agent cannot transfer non-
interruptible email activities to another agent. The concurrent task limit of the agent is considered in these
instances.
Important Things to Note About Transferring Chats
Only one chat activity can be transferred at a time.
Only open chat activities, in which the customer has not left the chat session, can be transferred.
When an activity is transferred from one user to another, the owner of the case does not change.
60 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Disabled users are not listed in the list of users to whom you can transfer activities.
You can transfer activities only if you have the Transfer action. For more information about actions, see the
Enterprise Chat and Email Administrator’s Guide.
Transferring Chats to Queues:
Only agents who match the attributes of a Precision Queue (PQ) that is associated with an ECE queue can
transfer chats to that queue.
Chats cannot be transferred to departments directly. If the Allow Transfer of Activities to Integrated
Queues in Other Departments setting is enabled, agents can transfer activities to queues of other
departments.
To be able to transfer a chat to a queue, at least one agent who can receive work from that queue must be
logged in, must be available, and must not have met the concurrent task limit. The queue must also not be at
its maximum task limit.
Transferring Chats to Agents:
Agents who do not meet these conditions are not displayed in the transfer window.
Agents can transfer chats to other agents that belong to the same set of skill groups.
Only agents who are part of a skill group that is associated with a queue can transfer chats to that queue.
The receiving agent must be logged in to the application.
The receiving agent must be available, depending on how the Allow chat transfer to agents who are not
available setting is configured.
The receiving agent should not have met the concurrent task limit, unless you are working on non-
interruptible chat activities. This may be affected by the Maximum assignment beyond concurrent task
limit setting.
Based on the Maximum assignment beyond concurrent task limit setting, agents can transfer additional
activities to agents who have reached their concurrent task limit. The maximum number of activities is
defined as part of the setting.
If the Allow chat transfer to agents who are not available setting is enabled, agents can transfer activities
to other integrated agents who are not available to work on new activities. To be able to transfer a chat to an
agent, the agent must be logged in to the application. Also, the agent should not be at the concurrent task
limit (CTL), and the queue associated with the agent should not be at its maximum task limit (MTL). If the
CTL and MTL for the agent have been reached, or if the agent is not logged in, the agent is not displayed in
the Transfer Activities window.
An agent can transfer chat activities to another agent who is working on an interruptible email activity or a
non-interruptible chat activity. If the receiving agent is working on a non-interruptible voice call, only
interruptible chat activities can be transferred to that agent. Agents working on non-interruptible voice calls
cannot be transferred non-interruptible chats.
Queues 61
Changing the Status of Queues
When a queue is created, by default it is active. If you are using a queue in workflows or are intending to use it,
do not make the queue inactive. If a queue used in workflows is made inactive, no new incoming activities are
routed to the queue. All activities coming to the inactive queue are routed to the exception queue.
If the queue used in workflows, and agents have pull and transfer permissions on the queue, they can pull
activities from, and transfer activities to inactive queues. If you want to restrict these actions, remove the pull
and transfer permissions for the inactive queue.
Queues used in chat entry points cannot be made inactive.
To change the status of a queue:
1. In the top menu, click Business Rules.
2. In the left menu, click Queues.
3. In the Queues workspace, click the queue you want to edit.
4. On the Edit Queue page, use the toggle button for the Active field to make the queue active or inactive.
5. Click the Save button.
This chapter describes the various settings available for chat. It also explains how to create quick responses
and quick links for agents to use during chats.
Chat Settings
Chat Auto-Pushback Settings
The chat auto-pushback feature allows you to pushback chat activities to the queue, if the agents do not click
on the new chats assigned to them in the configured time (default value is 2 minutes). You can also
automatically mark the agents unavailable when chats are pushed-back from their inbox.
Enable Auto-Pushback of Chats
Use this setting to decide if new chats assigned to agents should be automatically pushed back from the
agent's inbox if they do not click on the activity in the time defined in the Expiry time for auto-pushback
for chats setting.
Type: Partition setting
Default value: Enabled
Expiry Time for Auto-Pushback for Chats (Minutes)
In this setting, define the time, in minutes, after which the new chat assigned to the agent will be
automatically pushed back from the agent's inbox, if the agent does not click on the chat in the defined time.
Type: Partition setting
Default value: 2
Make Agent Unavailable on Auto-Pushback of Chats
Use this setting to define if agents should be made unavailable after a chat is pushed back automatically
from the agent’s inbox. By default this setting is disabled.
Type: Partition setting
Default value: No
64
Chat Agent Session Settings
Chat - Agent Chat Message Maximum Length
Use this setting to determine the maximum length of messages sent by agents to customers.
Type: Department setting
Default value: 800
Minimum value: 60
Maximum value: 2000
Can be reset at lower level: No
Show Smiley in Agent Chat Toolbar
The toolbar in the Chat pane has a Smiley button that can be used to add emoticons in the chat messages. Use
this setting to determine if this Smiley button should be available to the agents.
Type: Department setting
Default value: Yes
Value options: Yes, No
Can be reset at lower level: No
Chat - Display Timestamp in Agent Chat Console
Use this setting to decide if the timestamp should be displayed with the chat messages in the Agent Console.
This setting applies to open chat activities only.
Type: Department setting
Default value: No
Value options: Yes, No
Can be reset at lower level: No
Chat - Display Timestamp in Completed Chat Transcript
Use this setting to decide if the timestamp should be displayed with the chat messages in the Agent Console.
This setting applies to completed chat activities only.
Type: Department setting
Default value: Yes
Value options: Yes, No
Can be reset at lower level: No
Assets for Chat 65
Chat - Disable Typing Area and Page Push Area on Customer Exit
Use this setting to disable Page Push and the typing area of the Chat pane for agents and supervisors, when a
customer leaves the chat session.
Type: Department setting
Default value: No
Value options: Yes, No
Can be reset at lower level: No
Chat - Enable Sound Alert
Use this setting to decide if you want play a sound alert to draw the agent’s attention to the chat inbox when a
new chat is assigned to the agent, or a new message is sent by the customer. The sound alert is played only when
the Agent Console is minimized or not in focus. If the agent is already working in the Agent Console, the sound
alert is not played.
Type: Department setting
Default value: Yes
Value options: Yes, No
Can be reset at lower level: Yes
Chat - Reason for Transfer
Use this setting to decide if you want agents to always assign a transfer code to chat activities while transferring
chats to other users, queues, or departments.
Type: Department setting
Default value: Optional
Value options: Optional, Required
Can be reset at lower level: No
Enable Conversation Stream
Use this setting to enable the Conversation View in the Chat pane for agents. When the Conversation View is
active, agents are able to scroll up in the Chat pane and view chat conversations the customer has previously had
with any agents. When disabled, the Chat pane only shows the messages sent and received for the current chat
activity. This setting is enabled by default for new installations of the application, however, it must be manually
enabled on systems that have upgraded from a previous version of the application.
Type: Department settings group
Subtype: Chat
Data type: Enumeration
Default value: Yes
66
Value options: Yes, No
Can be reset at lower level: Yes
Chat Monitors
Chat - My Monitor - Activity Refresh Interval (Seconds)
In this setting configure the time interval (in seconds) at which the chat activities are refreshed in the My
Monitor’s folder of the supervisor’s Advisor Desktop. The following details of chat activities are refreshed - the
list of activities for the queue or agent being monitored; the transcript of chats that the supervisor has not joined
and is monitoring passively.
Type: Department setting
Default value: 30
Minimum value: 30
Maximum value: 600
Can be reset at lower level: No
Chat Inbox Settings
Chat - Inbox Sort Column
In this setting, define the column that is used to sort items in the Chat Inbox in the Agent Console. Use the “Chat
- Inbox sort order” setting to define whether the items are sorted in the ascending or descending order.
Type: Department setting, User setting
Subtype: Activity
Default value: Key
Value options: Key, Activity ID, Case ID, When Created, Customer name, Subject, Activity sub status,
Queue name
Can be reset at lower level: Yes
Chat - Inbox Sort Order
Use this setting to define the order - ascending or descending, in which items appear in the Chat Inbox in the
Agent Console. Use the “Chat - Inbox sort column” setting to determine the column by which items are sorted.
Type: Department setting, User setting
Important:
If you specify a column that is not part of the agent's inbox list or if there is a tie
between two activities with the same value for the sorting column, the inbox will then be sorted by
the shortcut key.
Assets for Chat 67
Default value: Descending
Value options: Ascending, Descending
Can be reset at lower level: Yes
Chat Activity Settings
Chat - Force Activity Categorization
Use this setting to ensure that agents assign categories to each chat activity before completing it.
Type: Department setting
Default value: No
Value options: Yes, No
Can be reset at lower level: No
Chat - Force Resolution Code
Use this setting to ensure that agents assign resolution codes to each chat activity before completing it.
Type: Department setting
Default value: No
Value options: Yes, No
Can be reset at lower level: No
Chat - SLA for Response Time (Seconds)
This setting is required for the, Chat - Current service level (%) and Chat - Daily service level (%), queue-
monitoring attributes, viewed from the Supervision Console. With this setting you can decide the threshold
interval (in seconds) that all in-progress sessions are checked against, to measure what percentage had a wait
time lesser than the threshold. Any session picked up after a wait time lesser than this threshold is counted as
having met the service level. The service level is shown as an aggregate percentage based on how many sessions
have met the service level and gives an indication of the timely pick-up of sessions by agents. If this value is set
to blank, then the “Chat - Current service level (%)” and “Chat - Daily service level (%)” attributes will show a
value of 100% for all queues. The default value is 600.
Type: Department setting
Default value: 600
Maximum value: 3600
Can be reset at lower level: No
68
Chat - Daily Service Level Sample Set Definition
This setting defines if the abandoned chat activities should be considered while calculating the daily service level
for chats.
Type: Department setting
Default value: All chats handled including abandoned
Value options: All chats handled including abandoned, All chats handled excluding abandoned
Can be reset at lower level: No
Chat Watchdog Interval
This setting controls the time interval after which a chat activity is tagged as abandoned if it could not be
assigned to an agent.
To view or configure the settings, click the Assistance button in the Value field of the setting.
Web Chat (Seconds)
This setting applies to standard incoming web chat activities that are created via chat entry points.
Type: Partition settings group
Subtype: Unified CCE Integration
Data type: Integer
Default value: 70
Minimum value: 70
Maximum value: 12600 (3.5 hours)
Messaging Chat (Minutes)
This setting applies to incoming chat activities that are created via the eGain Messaging Hub SolutionPlus
product extension, for example: Facebook Messenger, Twitter DMs, or WhatsApp messages. This setting is not
in use if the product extension is not installed. For more information about the eGain Messaging Hub
SolutionPlus product extension, see the eGain Solve for Cisco User Guide.
Type: Partition settings group
Subtype: Unified CCE Integration
Data type: Integer
Default value: 210
Minimum value: 5
Maximum value: 210 (3.5 hours)
Assets for Chat 69
Chat - Agent Availability Buffer Value
This setting determines the minimum number or percentage of agents that have to be available for a chat queue
mapped to an MRD, before a chat offer is presented to a website visitor. When a website visitor becomes eligible
for a chat offer, the system checks the number or percentage of available agents, whose assigned skill groups
match those of the queue, against the value configured in this setting. If this condition is met, the chat offer is
presented to the website visitor.
Type: Department setting
Default value: 5
Can be reset at lower level: No
Chat - Agent Availability Check Mechanism
This setting determines whether the value set in the “Chat - Agent Availability Buffer Value” setting is an
absolute value or a percentage of the total number of agents that belong to the chat queue mapped to an MRD
and have the required skill groups.
Type: Department setting
Default value: Percentage
Value options: Absolute, Percentage
Can be reset at lower level: No
Managing Quick Links and Quick Responses
For Chat activities, the standard articles are:
Quick Responses: Quick responses are frequently used messages that can be easily used by agents in chat
sessions. Instead of remembering and typing them each time, agents can use these standard responses. For
example,
Welcome
can be a quick response that corresponds to the standard welcome message used across all
departments and by all agents. The text of this quick response can be “
Thank you for contacting the Customer
Care center. How may I assist you today?'”
Instead of typing the whole welcome message repeatedly, the agent
can use the quick response. Quick responses can be up to 600 characters long.
Quick Links: Quick links are frequently used web page URLs that can be easily used by agents in chat
sessions. For example,
Yahoo Finance
can be a quick link that points to the URL
http://finance.yahoo.com/.
It is important to note that the quick responses and quick links must be mapped to a queue. Only the mapped
articles are made available in the Agent Console. For more information, see “Editing Queues” on page 51.
Changing Language
To change the language:
1. In the department level top menu, click the Apps option.
70
2. In the Left menu, navigate to Chat > Quick Response or Quick Link.
3. From the Actions button, select the Change Language option.
4. In the Change Language window, select from the languages assigned to you. The Quick Response or Quick
Link are displayed in the selected languages.
Creating Quick Links
To create a quick link:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Chat > Quick Links.
3. In the Quick Links workspace, click the New button.
4. On the Create Quick Link page, provide the following:
Name: A name for the quick link. This is what is displayed in the agent's desktop when the agent
selects a quick link.
Description: A description of the article.
Language: The language of the article. This is set to the language in which you are accessing the quick
links and cannot be changed. For more information about changing the access language, see “Changing
Language” on page 69.
Content: Provide the URL of the web page.
Create a quick response
5. Click the Save button.
Assets for Chat 71
Creating Quick Responses
To create a quick response:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Chat > Quick Responses.
3. In the Quick Responses workspace, click the New button.
The Create Quick Response page opens.
4. Set the following in the General tab:
Name: A name for the quick response. This is what is displayed in the agent's desktop when the agent
selects a quick link.
Description: A description of the article.
Language: The language of the article. This is set to the language in which you are accessing the quick
links and cannot be changed. For more information about changing the access language, see “Changing
Language” on page 69.
5. Add the content of the Quick Response in the Content tab. The content is displayed in plain text when agents
use the quick responses during a chat session. The content of the quick responses is displayed in the same
font and style as are the other messages that the agent types.
Create a quick response
6. Click the Save button.
72
Using Macros in Quick Responses
Macros are shortcuts that are assigned to business objects. Macros allow users to single-source frequently used
content by inserting a macro within a quick response. Use macros to substitute lengthy or dynamic content with
short values. Macros expand when the response is sent out.
Business macros can be added to the content of quick responses. For more information about business macros,
see Enterprise Chat and Email Administrator’s Guide to Administration Console for PCCE.
To use macros in an article:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Chat > Quick Responses.
3. In the Quick Responses workspace, select a quick response to edit or create a new quick response.
4. Navigate to the Content tab. You can add the macros to the content in any one of the following ways:
Click the Add macro button in the Text box toolbar. The Select Macro window appears. From the
window select the macro you want to use in the article. If you want to expand the macro, click the
Expand macro button.
If you know the name of the macro, in the text box, type the macro name preceded by two single
reversed prime characters (‘). The macro is expanded when the article is being sent or when you are
previewing the article.
Deleting Quick Responses and Quick Links
To delete a quick response or quick link:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Chat > Quick Response or Quick Link.
3. From the Actions field, select the Delete option.
Copying Quick Responses and Quick Links
To copy a quick response or quick link:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Chat > Quick Response or Quick Link.
3. From the Actions field, select the Create Copy option. The page to create the quick response or quick link
opens with the description and content copied from the original article.
Important:
Quick Responses and Quick Links cannot be deleted if they are used in a queue.
Assets for Chat 73
Previewing Content
To preview content:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Chat > Quick Response or Quick Link.
3. From the List, click the Quick Response or Quick Link you want to preview.
4. On the edit page, click the Preview button.
The preview window shows the content.
Adding and Viewing Notes
To add and view notes:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Chat > Quick Response or Quick Link.
3. From the List, click the Quick Response or Quick Link you want to add notes to.
4. On the edit page, click the Notes button.
5. In the View Notes window, add new notes and view or delete existing notes.
Aqua Chat Template
Sets
About Aqua Template Sets
Creating an Aqua Template Set
Changing General Settings
Changing Header and Footer Colors
Changing Color of Buttons
Changing the Size and Placement of the Chat Frame
Configuring Login Page Parameters
Adding New Fields
Configuring Sub-Domain Navigation Options
Enabling Anonymous Chats
Enabling Auto-Login
Configuring Aqua Templates for Customer SSO
Configuring Alternative Engagement Options
Configuring Off-the-Record Options
76 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
This chapter will assist you in understanding how to set up docked chat template sets. For template sets for
callback activities, see “Callback Template Sets” on page 104. For information about editing template sets
upgraded from previous versions, see “Appendix C: Kiwi Chat Template Sets” on page 248.
About Aqua Template Sets
Template sets consist of CSS (cascading style sheets) and JS (JavaScript) files. The CSS files control the look
and feel of the Customer Chat Console. The JS files contain the business logic used to render data in the
Customer Chat Console. Templates are also used to determine what information is requested to identify the
customer (for example, name, email address, phone number). You can also compose messages that the customer
will see under certain circumstances (for example, if they request a chat session out of hours).
An entry point can be mapped to multiple template sets and multiple entry points can use the same template set.
The template sets for, Aqua and Aqua (docked), are shipped with the application and can readily be mapped to
any number of entry points.
The template sets are managed from the web server.
What Makes up an Aqua Template?
A template consists of a set of pages that are designed to work together. Typically, a chat template has the
following pages:
A pre chat form
The chat area
Post chat survey form
The off-hours page
The alternative help options page
All these pages can be customized to meet your business needs.
Important:
The system supplied templates should not be deleted.
Aqua Chat Template Sets 77
Pre chat form
Customers fill up this form to start a chat.
Pre chat form
Chat Area
Agent and customer exchange chat messages in the chat area.
The chat area
78 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Post Chat Survey
Customer is presented a survey form at the end of the chat.
Post chat survey form
Off Hours Page
An off-hours page is displayed to customers, typically when the customer tries to chat during business off hours.
The off hours page
Important:
If the installation is integrated with Cisco WXM, this post chat survey is not displayed
when the chat ends and is instead replaced with the WXM survey form.
Aqua Chat Template Sets 79
Do I need to create new templates or just use the default ones?
The docked chat template set, Aqua, is shipped with the application. You must always create a copy of the
default template set and customize it to look like your website.
You can choose to use one template set for all your chat entry points for a consistent look and feel. Alternatively,
you can use different templates, so that the look and feel of each one is targeted towards a specific audience.
How easy are the templates to modify?
The templates are easy to modify. All the properties of the templates sets are modified using the files available
on the web server. It is possible to make a number of layout and wording changes as well as branding changes to
match them with the look and feel of your website.
Some important things to note:
You must have a good knowledge of the HTML and CSS languages to make changes in the HTML and CSS
files.
Always create a backup copy of the files before making any changes.
The following table describes the files that can be changed for the Aqua template. All the files are available on
the web server at
Cisco_Home
\eService\templates\chat\Aqua
.
Use To
\l10n\
Language
-
Locale
.json
Update the text displayed on the chat pages.
application\application-chat-
defaults.js
Enable anonymous chat.
Enable auto login
Enable surveys
Configure the maximum length allowed for customer messages
Configure sound alert for chat messages
80 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Creating an Aqua Template Set
You need access to the web server to perform this task.
To create a new template set:
1. On the web server, browse to
Cisco_Home
\eService\templates\chat.
2. Create a copy of the Aqua folder and rename the folder.
\css\appication.
version_number
.css,
iframe-style.css
Configure the look and feel of the chat pop-up and the chat typing area.
aqua\components\alternate-
contact-options
aqua\components\alternate-
engagement-options
aqua\components\article-content
aqua\components\article-toolbar
aqua\components\attachment
aqua\components\attachment-
review
aqua\components\chat-
unavailable-message
aqua\components\cobrowse
aqua\components\error-message
aqua\components\escalation-
search-results-list
aqua\components\footer-small
aqua\components\header-small
aqua\components\launch-button
aqua\components\message-input-
horizontal
aqua\components\post-chat-
survey
aqua\components\pre-chat-
params-list
aqua\components\status-bar
aqua\components\thanks-message
aqua\components\transcript
aqua\components\video
aqua\components\wait-screen
Configure the look and feel of the chat pages, the chat typing area, and the text
editor toolbar.
Change the images used.
Note: The size of the custom images should match the size of the default images.
However, if you are changing the size of the chat windows, you can adjust the
images size to match the new windows.
Use To
Important:
Anytime you update or create new templates, you must copy the templates files on all
web servers in your installation.
Aqua Chat Template Sets 81
3. The new template set is created. You can now edit the files in the template folder to configure your template
settings and to customize the look of your templates. After creating the template set, some of the things that
you can do are:
Configure the login page parameters (page 84)
Enable anonymous chats (page 89)
Set the maximum length of chat messages (page 95)
Configure the survey questions (page 97)
Change the off hours message (page 100)
Changing General Settings
To change the general properties for templates:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\l10n\
Language
-
Locale
.json
file
in a text editor.
2. Edit the values for the various properties, such as:
TITLE
: Change the title of the chat window. The default value is Live Collaboration by Cisco.
EG_CONFIRM_CLOSE_CHAT
: Change the message displayed to the agent when the customer closes the
chat session.
EG_START_CHAT
: Change the text of the button for starting chat. The default value is Start Chat.
EG_SEND
: Change the text of the button for sending the first chat message. The default value is Send.
EG_SUBMIT
: Change the text of the button for sending chat messages. The default value is Submit.
3. Save the changes.
4. Clear the browser cache and access the chat link to test the changes.
Changing Header and Footer Colors
This section talks about changing the header and footer of all pages in the Chat Customer Console, that is, the
Login page, the Chat page, and the Survey page.
To change the header and footer colors:
1. Open the
Cisco_Home
\
eService\templates\chat\
Template_Folder
\css\application.
version_number
.css
file in a text editor.
2. To change the header colors, locate the following classes and change the value of the
background
properties:
#egain-chat-header-small nav.egain-navbar-fixed-top .colored
82 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
3. To change the footer colors, locate the following classes and change the value of the
background
properties:
#egain-chat-footer-small
#egain-chat-footer-small > span > span
#egain-chat-pre-chat-page .action-footer
#egain-chat-post-chat-page .action-footer
#egain-chat-overlay .egain-navbar-fixed-bottom
4. Save the changes.
5. Clear the browser cache and access the chat link to test the changes.
Changing Color of Buttons
This section talks about changing the colors for Start Chat, Send, and Close buttons.
Out-of-the-box color of buttons
To change button colors:
1. Open the
Cisco_Home
\
eService\templates\chat\
Template_Folder
\css\application.
version_number
.css
file in a text editor.
2. Locate the
.action-footer .btn
class and change the value of the
Background
property.
3. Save the changes.
Aqua Chat Template Sets 83
4. Clear the browser cache and access the chat link to test the changes.
Custom color of buttons
Changing the Size and Placement of the Chat Frame
This section talks about defining the size of the chat frame.
To change the size of the chat frame:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\css\iframe-style.css
file in a
text editor.
2. Edit the values for the following properties:
#egain-chat-wrapper
: Set the size and position of the chat section in a standard frame.
#egain-chat-iframe:
Set the height, width, position, and placement of the frame.
#egain-chat-wrapper.egain-minimized #egain-chat-iframe
: Set the size and position of
the chat sections in a minimized frame. By default, this area is left blank so the content follows the
frame.
#egain-chat-iframe
: Set the size and position of the chat frame.
3. Save the changes.
4. Clear the browser cache and access the chat link to test the changes.
84 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Configuring Login Page Parameters
Build the web form which customers must fill in to initiate a chat. The system uses the customer’s contact details
(for example, email address, phone number, and so on) to identify existing customers and add the chat session to
their customer records automatically. It also creates customer record for new customers.
You can:
Change the text of the options
Remove fields
Change the order of fields
Change error messages
Change the format of the field
Out-of-the-box login page
To configure the login page:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor.
2. Locate the
loginParameters
property, and do the following.
a. To remove an existing field, select the code for the field and delete it from the file. For example, to
remove the phone number from the login page, delete the following lines:
{
"eGainAttributeName": "phone_number",
"eGainParentObject": "casemgmt",
"eGainChildObject": "phone_number_data",
Aqua Chat Template Sets 85
"primaryKey": false,
"controlType": "text",
"label": "APP.EG_PHONE_NUMBER",
"required": false,
"minLength": "0",
"maxLength": "18",
"validationPattern": "([0-9 \\-\\(\\)])*$"
},
b. To change the required fields, locate the attribute which you want to change and do the following:
i. For the attribute, locate the property required and change the value to true to make it a required field,
or change the value to false to make it an optional field.
ii. If you are setting a field as required, you must set the minimum length allowed for the field.
iii. In the attribute section, locate the property
minLength
and set a minimum length for the field. You
can also set the maximum length by configuring the
maxLength
setting.
c. By default, the email address is set as the primary key for the login page. Also, note that only one field
can be set as the primary key. The attribute that is set as the primary key needs to be marked as a
required field.
d. To enable the use of selections in dropdowns for autologin, the values of the
egainChat.SetCustomerParameters(fieldname,value)
parameter need to be passed as such:
Single-select:
fieldname
is the string “
fieldname_
index of login parameter
” and
value
is the
internal value of selected option. For example,
egainChat.SetCustomerParameters('fieldname_1','savings')
Multi-select:
value
is an array of selected values. For example,
egainChat.SetCustomerParameters('fieldname_1',["abc","xyz"])
3. Open the
Cisco_Home
\eService\templates\
Template_Folder
\l10n\
Language
-
Locale
.json
file in a text
editor.
You can change the text of the fields displayed on the login page. Locate the following properties and
provide new labels for the fields.
EG_FULLNAME
: Change the label of the name field.
EG_EMAIL_ADDRESS
: Change the label of the email field.
EG_PHONE_NUMBER
: Change the label of the phone number field.
EG_QUESTION
: Change the label of the text field.
EG_CHARACTERS_REMAINING
: Change the text of the message displayed to indicate the character
count for the text box on the chat interaction page. Make sure you do not delete
{{characterCountRemaining}}
from the message.
EG_MESSAGE_LENGTH_ERROR
: Change the text of the warning message to be displayed when the
message of the customer exceeds the allowed length. As part of the message, if you want to display
the allowed length and the number of characters the user has typed, make sure you retain
(
MESSAGE_LENGTH
) and (
MAX_LENGTH
) in the new message.
Important:
Do not remove a field that is set as the primary key.
86 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
4. Save the changes.
5. Clear the browser cache and access the chat link to test the changes.
Adding New Fields
Along with full name, email address, and phone number, you can use custom attributes on the login page.
Custom attributes created for the following objects can be added to the login screen. For details about creating
these attributes, see the Enterprise Chat and Email Administrator’s Guide.
Customer Data
Contact Point Data
Activity Data
The following table lists the fields that can be added to the login page. It also lists the attribute names and object
names for each field. You will need this information to add new fields to the login screen.
To add new fields:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor and do the following:
a. Locate the
loginParameters
property, and copy a section for one of the existing parameters and
paste it where you want to add the custom field. Edit the following properties.
eGainAttributeName
: Provide the attribute name. See the table for details about the attribute
name you need to provide.
For Parent Object Child Object Attribute Name
Full Name casemgmt individual_customer_data full_name
Email Address casemgmt email_address_contact_point_data email_address
Phone Number casemgmt phone_number_data phone_number
Subject, Custom
attributes added to
activity data
casemgmt activity_data subject
If the custom attributes added to the object
has two words, replace the space with
underscore (_). For example, if the attribute
created is
More details
, the attribute
name will be
more_details
.
Custom attributes
added to customer
data
casemgmt customer_data If the custom attributes added to the object
has two words, replace the space with
underscore (_). For example, if the attribute
created is
Family name
, the attribute name
will be
family_name
.
Custom attributes
added to contact
point data
casemgmt contact_point_data If the custom attributes added to the object
has two words, replace the space with
underscore (_). For example, if the attribute
created is
Mobile number
, the attribute
name will be
mobile_number
.
Aqua Chat Template Sets 87
eGainParentObject
: Provide the parent object name. See the table for details about the object
name you need to provide.
eGainChildObject
: Provide the child object name. See the table for details about the object
name you need to provide.
primaryKey
: Set the value as false.
controlType
: Set the format for the field. For a single line text field, set the value to text. For a
multi-line text field, set the value to textarea.
label
: Provide the label from the l10n language file for the field. For example, for the phone
number field, use
APP.EG_PHONE_NUMBER
.
required
: If you want to set the field, as optional set the value as false. To make the field
mandatory, set the value as true.
minLength
: Set the minimum required characters for the field.
maxLength
: Set the maximum allowed characters for the field. The value should not be set more
than the value set while creating the custom attribute.
validationPattern
: Provide the expression against which the information provided by the
customer is to be checked. For example, for phone number you can give an expression like,
^\s*\(?\s*\d{3}\s*\)?\s*[-.]?\s*\d{3}\s*[-.]?\s*\d{4}\s*$
. And, for email you
can use the expression like,
^[0-9a-zA-Z\.\-\_]+\@[0-9a-zA-Z\.\-]+$ -
this expression
refers to the format X@Y. Z (joh[email protected]). For fields that require an integer value, you
need to at least set the validation string as
\\d+$
.
b. Save the changes.
2. Open the
Cisco_Home
\eService\templates\
Template_Folder
\l10n\
Language
-
Locale
.json
file in a text
editor and do the following:
a. Add the following line in the property file:
APP:{ }
list in the file:
"EG_
Name
" : “
Display name for
the attribute
”
,
Where:
EG_
Name
should match the value set in label in step 1 on page 86.
b. Save the changes.
88 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
3. Clear the browser cache and access the chat link to test the changes. The login page should show the new
fields.
Custom login form
Configuring Sub-Domain Navigation Options
The Aqua template, by default, allows for website visitors to chat with agents while browsing pages hosted on a
single domain. To allow for visitors to chat with agents while navigating to other web pages hosted on other sub-
domains, further configuration is required. The template must be configured to store chat session data in cookies,
thus allowing visitors to freely navigate so other sub-domains without ending the chat session.
To configure templates for sub-domain navigation:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor.
2. Locate the
MultiSubDomainSupport
object and adjust the following properties:
IsRequired
: By default, the values is set to false. Set the value to true to enable storage of chat
session data in cookies.
CookieParentDomain
: Provide the parent domain in which the cookies are stored. For example,
help.com
. This is required if
IsRequired
is set to true.
CookiePath
: Provide the common URL path of all the sub-domains that should be supported for
continuing the chat, for example:
/chat
. This prevents the cookie data from being sent over to the
server with every request. This is required if
IsRequired
is set to true.
Important:
Do not use multiple chat templates on a domain if only one template has been
configured for sub-domain navigation.
Aqua Chat Template Sets 89
IsCookieSecured
: Determine whether the cookies should only be used for HTTPS domains. Set to
true to allow cookies only to be used in HTTPS connections, or set to false to allow cookies to be used
in HTTP and HTTPS connections.
3. Save the changes.
4. Clear the cookies and browser cache before accessing the chat link to test the changes.
Enabling Anonymous Chats
Anonymous chats allow customers to chat with agents without providing any personal details, like name, email
address, phone number, and so on.
To enable anonymous chats:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor.
2. Locate the
loginParameters
property and delete all the parameters between the square brackets. The
property will look like:
loginParameters : []
3. Save the changes.
4. Clear the browser cache and access the chat link to test the changes. The chat should start without showing
the login page.
Enabling Auto-Login
When the chat link is provided in an authenticated section of the website, the auto-login feature can be used to
automatically login the customer for chat. When the customer clicks the chat link or button, he is not displayed
the login page.
To enable auto-login for chats:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor.
2. Locate the
EnableAutoLogin
property and set the value to
true
to enable auto-login.
3. Save the changes.
Important:
A template where auto-login is enabled should not be used for regular chats.
90 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Configuring Aqua Templates for Customer SSO
Chat entry points can be configured to transfer customer context information from the company website to the
application through SAML. To learn more about Secure Chat for customers, see Enterprise Chat and Email
Administrator’s Guide.
To configure chat templates for customer single sign-on:
1. On the web server, navigate to
Cisco_home
\web\templates\chat\
Template_Name
\
and open
application-chat-default.js
.
2. Enable auto-login by setting the value of the
EnableAutologin
parameter to true.
3. Configure the attributes that will be transferred to the application along with the chat creation request. You
can do this by configuring the
loginParameters
property for each of the attributes as described in
“Configuring Login Page Parameters” on page 84.
4. If any of the attributes will be transferred to the application in the SAML assertion, specify the following
additional properties for the attribute in
loginParameters
:
providerAttributeName
: Name of the attribute in the SAML assertion.
secureAttribute
: Set the value to true to indicate that this attribute will be transferred in the SAML
assertion. For example:
{
"providerAttributeName”: ”my_name”,
"secureAttribute": true,
"eGainAttributeName": "full_name",
"eGainParentObject": "casemgmt",
"eGainChildObject": "individual_customer_data",
"primaryKey": false,
"controlType": "text",
"label": "APP.EG_FULLNAME",
"required": true,
"minLength": "1",
"maxLength": "120",
"validationPattern": ""
}
If
secureAttribute
is missing or is set to false, the application does not look for and extract information for
that attribute from SAML assertion. Similarly, if
secureAttribute
is set to true for an attribute, but either
eGainAttributeName
is not provided, or an attribute with the given name is missing from SAML assertion,
chat creation requests are denied.
Aqua Chat Template Sets 91
Configuring Alternative Engagement Options
Out-of-the-box templates come with three alternative engagement options for the chat window. These options are
displayed to customers while they are waiting in queue (new chats or transferred chats) to be serviced by an
agent. Once an agent joins the chat, the options are removed from the chat window. You can display these
options as soon as the customer starts the chat, or after a delay. To enable these options for a queue, see “Editing
Queues” on page 51.
Give us a call
Send us an email
Visit our FAQ page
These options have placeholder links. You must update these links before using this feature. You can also:
Update the text.
Remove options.
Add new options.
Out-of-the-box options
To update links on the page:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor.
2. In the file, search for
AlternateEngmtParams
and in this section set the following properties:
Search for text
:'APP.EG_ALT_ENGMT_PHONE'
and for the URL parameter provide the link for the
callback page.
Search for text
:'APP.EG_ALT_ENGMT_EMAIL'
and for the URL parameter provide the email address
which customers can use to send emails. Make sure you do not delete the
mailto:
text.
92 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Search for text
:'APP.EG_ALT_ENGMT_FAQ'
and for the URL parameter provide the link to the FAQ
page on your website.
3. Clear the browser cache and access the chat link to test the changes.
To update the text on the page:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\l10n\
Language
-
Locale
.json
file
in a text editor and do the following:
Locate the
EG_ALT_ENGMT
properties and change the value of this property to the new message you
want to display for the alternative engagement options.
Similarly, locate the
EG_ALT_ENGMT_PHONE
,
EG_ALT_ENGMT_EMAIL
, and
EG_ALT_ENGMT_FAQ
properties and update the text for each of the options, that is, Give us a call, Send us an email, and
Visit our FAQ page.
2. Save the changes.
3. Clear the browser cache and access the chat link to test the changes.
To remove an option:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor.
2. In the file search for
AlternateEngmtParams
and from this section delete the code lines for the help
option you do not want to display. For example, to remove the Send us an Email option, delete the
following lines of code:
{
label :'APP.EG_ALT_ENGMT_EMAIL',
image:'components/alternate-engagement-options/icon_email.png',
hoverImage:'components/alternate-engagement-options/mail_hover.png',
url:'mailto:[email protected]om'
},
Aqua Chat Template Sets 93
Customized remove an option
3. Clear the browser cache and access the chat link to test the changes.
To add new options:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor.
2. In the file locate the
AlternateEngmtParams
property, and copy a section for one of the existing help
options and paste it where you want the new section. Edit the following properties.
label
: Create a new parameter using the name as
EG_ALT_ENGMT_
Name
from
l10n\
Language
-
Locale
.json
.
image
: Set the value as
'components/alternate-engagement-options/
icon_email.png
'
hoverImage
: Set the value as
'components/alternate-engagement-options/
mail_hover.png
'
url
: Provide the URL for the option.
3. Save the changes.
4. Place the images to be used for the new section at the following location:
Cisco_Home
\eService\templates\chat\
Template_Folder
\components\alternate-engagement-
options
5. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\l10n\
Language
-
Locale
.json
file
in a text editor and do the following:
a. Add the following line in the property file:
EG_ALT_ENGMT_
Name
="
Text for the section
”
Where
EG_ALT_ENGMT_
Name
should match the value set in text in step 2.
b. Save the changes.
6. Clear the browser cache and access the chat link to test the changes.
94 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Configuring Off-the-Record Options
When data masking is enabled, masking rules prevent agents and customers from sending sensitive information
like credit card numbers, social security numbers, and so on, during the chat session. The Off-the-record feature
allows agents and customers to exchange sensitive information as data masking rules do not apply to these
messages. Any information exchanged while off-record is not stored in the system. Off-the-record conversation
can be started and stopped only by customers. This feature is enabled while configuring data masking for the
chat channel. For details, see Enterprise Chat and Email Administrator’s Guide.
Off the record messages
To change the text of off-the-record messages:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\l10n\
Language
-
Locale
.json
file
in a text editor.
2. To change the text that appears when a customer goes on-record and off-record, locate the following
properties and change the values:
EG_OFF_RECORD
: The default value is
Your messages are now off-record and will not
be saved in the system
.
EG_ON_RECORD
: The default value is
Your messages are now on record
.
3. To change the text that appears when data is masked, change the value of the following property:
EG_SENSITIVE_DATA_NOTIFICATION
: The default value is
Don't worry. Your sensitive
data has been masked
.
4. To change the text that appears in the chat transcript when messages have been removed due to masking,
change the value of the following property:
EG_OFF_RECORD_MESSAGE_REMOVED
: The default value is
Message has been removed
.
5. Save the changes.
Aqua Chat Template Sets 95
6. Clear the browser cache and access the chat link to test the changes.
Customized messages
Setting Maximum Length for Chat Messages
To set the maximum length for chat messages:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor.
2. Locate the
MaxMessageSize
property and change the value of the property to the number of characters you
want to allow for each chat message. By default the value is set to 800. This setting is also used to control
the message length in the Additional Comments field in the template survey form. The maximum value can
be set to 2000.
3. Save the changes.
4. Clear the browser cache and access the chat link to test the changes.
Important:
This setting does not apply to WXM survey forms if the installation is integrated with
Cisco WXM
96 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Changing Sound Alert
A sound alert is played on the customer side when a new chat message comes. You can change this sound alert.
To change the sound alert:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor.
2. Locate the
CustomerAudioAlert
property and change the value of the property to the path of the new
chat sound file. Only
.wav
files are supported.
3. Save the changes.
4. Clear the browser cache and access the chat link to test the changes.
Changing Chat Bubble Colors
Different bubble colors are used to identify messages sent by the agent and the customer during chat interactions.
You can changes these colors of these bubbles.
Custom colors for chat bubbles
To change the chat message bubble colors:
1. Open the
Cisco_Home
\
eService\templates\chat\
Template_Folder
\css\application.
version_number
.css
file in a text editor.
Aqua Chat Template Sets 97
2. To change the chat message bubble color for customers: Locate the
egain-chat-transcript
.customer .bubble
class and in the
.bubble
class change the value of the background property. You
can use the
.customer .bubble
classes to adjust the borders, spacing, and margin as well.
3. To change the chat message bubble color for the first agent: Locate the
egain-chat-transcript
.agent .bubble
class and in the
.bubble
class change the value of the
background
property. You can
use the
.agent .bubble
classes to adjust the borders, spacing, and margin as well.
4. To change the chat message bubble color for all other agents who can join the chat as supervisors: Locate
the
&.agent1, &.agent2,
and
&.agent3
classes and in the
.bubble
class change the value of the
background
property. In the
.arrow
class change the value of the
border-right
property.
5. Save the changes.
Configuring Survey Questions
At the end of the chat session a survey form is presented to customers to measure the usefulness of the chat. The
survey form has three questions and a text box for providing additional comments. You can change the text of
these questions, however, you cannot add or remove questions from the survey form.
You can turn off the survey, if you do not wish to use it. For details, see “Turning Off Surveys” on page 99.
Out-of-the-box chat survey form
Important:
This does not apply to WXM survey forms. If the installation is integrated with Cisco
WXM, this survey is replaced by the WXM survey.
98 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
To change the text of survey questions:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\l10n\
Language
-
Locale
.json
file
in a text editor.
2. Locate the section for survey questions by searching for
EG_SURVEY
. In this section change the following
properties:
EG_SURVEY_HEADING
: Change the text for presenting the survey form.
EG_SURVEY_QUESTION_1
,
EG_SURVEY_QUESTION_2
, and
EG_SURVEY_QUESTION_3
: Change the
text of the survey questions.
EG_SURVEY_QUESTION_4
: Change the title of the textbox.
EG_MESSAGE_LENGTH_ERROR
: Provide the message to be displayed when the text in the comments
box exceeds the allowed size. Keep in mind this is a general message that is used in the chat session and
on the survey page when a user exceeds the character limit for the message.
EG_THANKS_SURVEY_MESSAGE
: Change the message displayed to users after they have completed the
survey.
EG_SEND
: Change the text of the button used for submitting the survey. Keep in mind this is a general
button which may be used in chat pages other than just the survey section.
3. Save the changes.
4. Clear the browser cache and access the chat link to test the survey form changes.
Customized chat survey form
To change the maximum allowed characters of the survey text box:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor.
2. Locate and set the
MaxSurveyTextSize
property to a new value. By default, this value is set to 2000. The
maximum value for this property cannot exceed 4000.
Aqua Chat Template Sets 99
3. Save the changes.
Turning Off Surveys
You can turn off the survey if you do not wish to display a survey form at the end of chat sessions.
To turn off surveys:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\application\application-
chat-defaults.js
file in a text editor.
2. In the file locate the
SurveyPageOn
property and change its value to
false
. Save the changes.
3. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\l10n\
Language
-
Locale
.json
file
in a text editor.
4. In the file locate the
EG_THANKS_CHAT_MESSAGE
property and change the text to be displayed to
customers when they end the chat session. The default value is
Thank you for chatting with us.
5. Save the changes.
6. Clear the browser cache and access the chat link to test the changes.
The message shown if surveys are removed
Important:
This does not apply to WXM survey forms. If the installation is integrated with Cisco
WXM, this survey is replaced by the WXM survey.
100 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Changing the Off Hours Message
An off hours message can be displayed to customers when agents are not available for handling chats. Note that
this message differs from the message that appears when all available agents have reached their concurrent task
limit.
Off hours message
To change the off hours message:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\l10n\
Language
-
Locale
.json
file
in a text editor.
2. Locate the property
EG_CHAT_UNAVAILABLE
and change the message to be displayed during off hours.
3. Save the changes.
Aqua Chat Template Sets 101
4. Clear the browser cache and access the chat link to test the changes.
Custom message
102 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Changing Chat Transcript Options
During a chat session and at the end of a chat session, customers have access to the Save Transcript button.
Customers can use this to save the chat transcript for future reference.
You can change the tool tips and you can add a header, footer, and title for the transcript window. You cannot
remove buttons from the chat window.
Default Save and Print Transcript buttons
To change the chat transcript options:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\l10n\
Language
-
Locale
.json
file
in a text editor.
2. Edit the values for the following properties:
EG_TOOLBAR_SAVE_TRANSCRIPT
: Change the tool tip of the Save Transcript button.
EG_TRANSCRIPT_HEADER
: Provide the header for the transcript page.
EG_TRANSCRIPT_START_TIME
: Change how you want the start time of the transcript to be displayed.
Do not change the value of the
{{chatStartTime}}
property.
EG_CHAT_TRANSCRIPT_HEADER
: Change how you want the customers to see which agent they're
talking to. Do not change the value of the
{{AgentName}}
property.
3. Save the changes.
4. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\l10n\messaging_
Language
_
Locale
.prope
rties
file in a text editor.
5. Edit the value for the following property:
MAIL_HEADER_LIVE_CHAT
: Change the header of the transcript emailed by the system.
6. Save the changes.
Aqua Chat Template Sets 103
7. Clear the browser cache and access the chat link to test the changes.
Deleting Template Sets
To delete a template set:
1. On the web server, browse to
Cisco_Home
\eService\templates\chat.
2. Delete the template folder that you do not want to use. If you are using these templates for any entry point,
make sure to update the HTML code on web pages with the new template sets you want to use.
Important:
You must delete the templates files from all web servers in your installation.
Callback Template
Sets
About Template Sets
Creating Template Set Folders
Changing General Settings
Changing Header Image
Changing Color of Buttons
Changing the Size of Callback Windows
Configuring Call Request Page Parameters
Adding New Fields
Adding New Countries
Enabling Auto-Login
Adding Country Codes
Changing the Off Hours Message
Deleting Template Sets
Callback Template Sets 105
This chapter will assist you in understanding how to set up callback template sets. For template sets for chat
activities, see “Aqua Chat Template Sets” on page 74.
About Template Sets
Template sets consist of CSS (cascading style sheets) and JS (JavaScript) files. The CSS files control the look
and feel of the Callback Console. The JS files contain the business logic used to render data in the Callback
Console. Templates are also used to determine what information is requested to identify the customer (such as
name, email address, phone number). You can also compose messages that the customer will see under certain
circumstances (for example: if they request a callback session out of hours).
An entry point can be mapped to multiple template sets and multiple entry points can use the same template set.
One template set, Cisco Rainbow, is shipped with the application and can readily be mapped to any number of
entry points.
The template sets are managed from the web server.
What Makes up a Template?
A template consists of a set of pages that are designed to work together. Typically, a callback template has three
pages - a callback or delayed callback request form, the call status page, and the off-hours page. All these pages
can be customized to meet your business needs.
Important:
The system supplied templates should not be deleted.
106 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Callback request form
Customers fill up this form to start a callback session.
Callback request form
Delayed callback request form
Callback Template Sets 107
Callback Status Area
Status of call session is displayed here.
The callback status area
Off Hours Page
An off-hours message is displayed to customers when the application is not able to connect to Unified CCE to
place a call.
The off hours page
108 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Do I need to create new templates or just use the default ones?
The template set, Cisco Rainbow, is shipped with the application. You must always create a copy of the default
template set and customize it to look like your website.
You can choose to use one template set for all your callback entry points for a consistent look and feel.
Alternatively, you can use different templates, so that the look and feel of each one is targeted towards a specific
audience.
How easy are the templates to modify?
The templates are easy to modify. All the properties of the templates sets are modified using the files available
on the web server. It is possible to make a number of layout and wording changes as well as branding changes to
match them with the look and feel of your website.
Some important things to note:
You must have a good knowledge of the HTML and CSS languages to make changes in the HTML and CSS
files.
Always create a backup copy of the files before making any changes.
The following table describes the files that can be changed. All the files are available on the web server at
Cisco_Home
\eService\templates\callback\
Template_Name
.
Use To
\l10n
\
custom_callback_
Locale
.prope
rties
Update the text displayed on the callback pages.
Note: All custom messages should be added in the
custom_callback_
Locale
.properties
file. Do not make any changes
to the callback_
Locale
.properties
\
eGainLiveConfig.js
Change the fields displayed on the login page.
Enable auto login.
Configure the height of the callback window.
Configure the maximum length allowed for the customer message.
css\
callback.css
Configure the look and feel of the callback pages.
\
call.html
Change the layout of the callback page.
Images folders:
Template_Name
\
image
Change the images used.
Note: The size of the custom images should match the size of the default images.
However, if you are changing the size of the callback windows, you can adjust
the images size to match the new windows.
Callback Template Sets 109
Creating Template Set Folders
You need access to the web server to perform this task.
Create a separate template set for each of the following types of activities:
Callback activities
Delayed callback activities
To create a new template set:
1. On the web server, browse to
Cisco_Home
\eService\templates\callback.
2. Create a copy of the Rainbow folder and rename the folder.
3. The new template set is created. You can now edit the files in the template folder to configure your template
settings and to customize the look of your templates. You can change any files except for files in the
following folders:
script
libs
After creating the template set, some of the things that you can do are:
Configure the login page parameters (page 112)
Change the off hours message (page 119)
Changing General Settings
To change the general properties for templates:
1. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\l10n\custom_callback_
Locale
.pro
perties
file in a text editor.
2. Add the following properties and set the values as required.
L10N_DOCUMENT_TITLE: Change the title of the callback window. The default value is CallMe
by Cisco.
L10N_BROWSER_CLOSE_MESSAGE: Change the message displayed to the customer when he
closes the callback window.
L10N_CLICK_TO_CALL: Change the text of the button for initiating callback session. The default
value is Call Me.
L10N_CLOSE: Change the text of the button for closing the callback window. The default value is
Close.
3. Save the changes.
Important:
Anytime you update or create new templates, you must copy the templates files on all
web servers in your installation.
110 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
4. Clear the browser cache and access the callback link to test the changes.
Changing Header Image
This section talks about changing the header image for the callback templates.
To change the header image:
1. Change the
logo_click_to_call.png
image file in the
Cisco_Home
\
eService\templates\callback\
Template_Folder
\image
folder with your custom image.
2. Clear the browser cache and access the callback link to test the changes.
Changing Color of Buttons
This section talks about changing the colors for Call Me and Close buttons.
Out-of-the-box color of buttons
To change button colors:
1. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\css\callback.css
file in a
text editor.
2. To change the Call Me button colors, do the following:
a. To change the button color, locate the
call_button_class
class and change the value of the
background-color
property.
b. To change the hover color, locate the
call_button_class:hover
class and change the value of the
background-color
property.
Callback Template Sets 111
3. To change the Close button colors, do the following:
a. To change the button color, locate the close-button-class and change the value of the
background-
color
property.
b. To change the hover color, locate the
close_button_class:hover
class and change the value of
the
background-color
property.
4. Save the changes.
5. Clear the browser cache and access the callback link to test the changes.
Custom color of buttons
Changing the Size of Callback Windows
This section talks about defining the size of the windows.
To change the size of the callback windows:
1. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\eGainLiveConfig.js
file
in a text editor.
2. Edit the values for the following properties:
windowWidth: Set the width of the callback and delayed callback windows. The default value is 425
pixels.
windowHeightCallback: Set the height of the callback page. The default value is 600 pixels.
windowHeightDelayedCallback: Set the height of the delayed callback page. The default value is 680
pixels.
3. Save the changes.
4. Clear the browser cache and access the callback link to test the changes.
112 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Configuring Call Request Page Parameters
Build the web form which customers must fill in to initiate a web callback interaction. The system uses the
customer’s contact details (for example, email address, phone number, and so on) to identify existing customers
and add the session to their customer records automatically. It also creates customer records for new customers.
Phone number is a required attribute for callback and delayed callback activities. Schedule call is a required
attribute for delayed callback activities and should not be removed from templates configured for delayed
callback activities.
You can:
Change the text of the options
Remove fields
Change the order of fields
Change the primary key
Out-of-the-box login page
To configure the call request page:
1. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\eGainLiveConfig.js
file
in a text editor.
2. Locate the
loginParameters
property, and do the following.
a. To remove an existing field, select the code for the field and delete it from the file. For example, to
remove the question field from the page, delete the following lines:
{
paramName : 'L10N_YOUR_QUESTION_PROMPT',
objectName : 'casemgmt::activity_data',
attributeName : 'subject',
primaryKey : '0',
Callback Template Sets 113
required : '0',
minLength : '1',
maxLength : '800',
fieldType : '2',
validationString : '',
errorMessage : '',
className : 'textarea_field'
}
b. To change the order of the fields, remove the code for the field you want to move and paste it at the
new location. Make sure to copy the complete set of lines for a field and move them to the new
location.
c. To change the required fields, locate the attribute which you want to change and do the following:
i. For the attribute, locate the property
required
and change the value to
1
to make it a required
field, or change the value to
0
to make it an optional field.
If you are setting a field as required, you must set the minimum length allowed for the field.
ii. In the attribute section, locate the property
minLength
and set a minimum length for the field. You
can also set the maximum length by configuring the
maxLength
setting.
d. By default, the email address is set as the primary key for the login page. You can choose to change the
primary key to phone number. No other field can be set as the primary key. Also, note that only one
field can be set as the primary key. To change the primary key, do the following:
i. Locate the section for email address by searching for
attributeName : ‘email_address’
. In
this section, locate the
primaryKey
property and set the value to
0
.
ii. Next, locate the section for phone number by searching for
attributeName :
‘phone_number’
. In this section, locate the
primaryKey
property and set the value to
1
.
Also, the attribute that is set as the primary key needs to be marked as a required field.
iii. In the phone number section, locate the property
required
and change the value to
1
.
3. Open the
Cisco_Home
\eService\templates\
Template_Folder
\l10n\custom_callback_
Locale
.properties
file in a text editor.
a. You can change the error message for the fields displayed on the call request page. Add the following
properties and provide new error messages:
L10N_ERROR_NAME: Change the error message of the name field.
L10N_ERROR_EMAIL: Change the error message of the email field.
L10N_ERROR_PHONE: Change the error message of the phone field.
L10N_ERROR_DELAYED_TIME: Change the error message in case delay time is not valid.
Important:
Do not remove a field that is set as the primary key.
Important:
Only the customer phone number or email address can be set as the primary key.
114 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
L10N_ERROR_SUBJECT: Change the error message of the question field.
b. You can also change the text of the fields displayed on the call request page. Add the following
properties and provide new labels for the fields.
L10N_NAME_PROMPT: Change the label of the name field.
L10N_EMAIL_PROMPT: Change the label of the email field.
L10N_PHONE_NUMBER_PROMPT: Change the label of the phone number field.
L10N_YOUR_QUESTION_PROMPT: Change the label of the text field.
L10N_CALL_NOW: Change the label of Call Now in the dropdown. This applies to delayed
callback only.
L10N_CALL_LATER: Change the label of Call Later in the dropdown. This applies to delayed
callback only.
L10N_CALL_IN_MINS: Change the label of the options Call in
Specified_Time
minutes
dropdown. While setting the value, do not remove the variable
{0}
as that defines the time after
which the call will be placed.
L10N_SCHEDULE: Change the label of Schedule Call field. This applies to delayed callback
only.
4. Save the changes.
5. Clear the browser cache and access the callback link to test the changes.
Adding New Fields
Along with full name, email address, and phone number, you can use custom attributes on the login page.
Custom attributes created for the following objects can be added to the login screen. For details about creating
these attributes, see the Enterprise Chat and Email Administrator’s Guide.
Customer Data
Contact Point Data
Activity Data
The following table lists the fields that can be added to the login page. It also lists the attribute names and object
names for each field. You will need this information to add new fields to the login screen.
For Object Name Attribute Name
Full Name casemgmt::individual_customer_data full_name
Email Address casemgmt::email_address_contact_
point_data
email_address
Phone Number casemgmt::phone_number_data phone_number
Subject, Custom
attributes added to
activity data
casemgmt::activity_data subject
If the custom attributes added to the object has two words,
replace the space with underscore (_). For example, if the attribute
created is
More details
, the attribute name will be
more_details
.
Callback Template Sets 115
To add new fields:
1. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\eGainLiveConfig.js
file
in a text editor and do the following:
a. Locate the
loginParameters
property, and copy a section for one of the existing parameters and
paste it where you want to add the custom field. Edit the following properties.
paramName: Create a parameter name using the format
L10N_
Name
_PROMPT
.
objectName: Provide the object name. See the table on page 114 for details about the object name
you need to provide.
attributeName: Provide the attribute name. See the table on page 114 for details about the attribute
name you need to provide.
primaryKey: Set the value as
0
.
required: If you want to set the field as required set the value as
0
. To make the field mandatory,
set the value
1
.
minLength: Set the minimum required characters for the field. If a field is not required, set the
minimum length as 0.
maxLength: Set the maximum allowed characters for the field. The value should not be set more
than the value set while creating the custom attribute.
fieldType: Set the field type.
●
For single line text fields, set the value as 1.
●
For multi-line text fields, set the value as 2.
●
For dropdown fields, set the value as 3.
●
For multi-select dropdown list, set the value as 4.
validationString: Provide the expression against which the information provided by the customer
is to be checked. For example, for phone number you can give an expression like,
^\s*\(?\s*\d{3}\s*\)?\s*[-.]?\s*\d{3}\s*[-.]?\s*\d{4}\s*$
. And, for email you
can use the expression like,
^[0-9a-zA-Z\.\-\_]+\@[0-9a-zA-Z\.\-]+$
- this expression
refers to the format X@Y. Z (joh[email protected]). For fields that require an integer value, you
need to atleast set the validation string as
\\d+$
.
className: Provide the
css
class you want to use for the field. These are defined in the
callback.css
file available in the
css
folder. You can use an existing class or create a new one.
b. Save the changes.
2. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\l10n\custom_callback_
locale
.pro
perties
file in a text editor and do the following:
Custom attributes
added to customer
data
casemgmt::customer_data If the custom attributes added to the object has two words,
replace the space with underscore (_). For example, if the attribute
created is
Family name
, the attribute name will be
family_name
.
Custom attributes
added to contact
point data
casemgmt::contact_point_data If the custom attributes added to the object has two words,
replace the space with underscore (_). For example, if the attribute
created is
Mobile number
, the attribute name will be
mobile_number
.
For Object Name Attribute Name
116 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
a. Add the following line in the property file:
L10N_
Name
_PROMPT = “
Display name for the attribute
”
Where:
L10N_
Name
_PROMPT
should match the value set in paramName in step 1 on page 115.
b. Save the changes.
3. Clear the browser cache and access the callback link to test the changes. The login page should show the
new fields.
Custom login form
Adding New Countries
By default United States and United Kingdom are the two countries available on the callback form. You can add
or remove countries from this list.
To add a new county:
1. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\eGainLiveConfig.js
file
in a text editor.
2. Locate the
countryCodes
property, and copy a section for one of the existing country and paste it where
you want to add the new country. Edit the following properties:
name: Create a name like
l10n_
Name
value: Provide the country code.
3. Open the
Cisco_Home
\eService\templates\
Template_Folder
\l10n\custom_callback_
Locale
.properties
file in a text editor and do the following:
a. Add the following line in the property file:
L10N_
Name
= “
Country_Name
”
Where:
L10N_
Name
should
match the value set in Step 2.
b. Save the changes.
Callback Template Sets 117
4. Clear the browser cache and access the call link to test the changes. The call request page should show the
new country.
To remove a country:
1. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\eGainLiveConfig.js
file
in a text editor.
2. Locate the
countryCodes
property, and select the code for a country and delete it from the file. For
example, to remove United States, and delete the following lines:
{
name: ‘l10n_US’,
value: ‘1’
}
3. Clear the browser cache and access the call link to test the changes. The call request page should not show
the country removed from the file.
To change the order of countries:
The order of the country codes in the call request form is determined by the order in which the fields are
configured in the
eGainLiveConfig.js
. To change the order, just move the section for a country in the file to
the new location.
1. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\eGainLiveConfig.js
file
in a text editor.
2. Locate the
countryCodes
property, and rearrange the country codes. For example, to move United
Kingdom before United States change the order as:
countryCodes : [
{
name: "L10N_UK",
value: "44"
},
{
name: "L10N_US",
value: "1"
}
]
3. Clear the browser cache and access the call link to test the changes. The call request page should show the
new order of country codes.
118 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Enabling Auto-Login
When the callback link is provided in an authenticated section of the website, the auto-login feature can be used
to automatically login the customer for call. When the customer clicks the callback link or button, he is not
displayed the login page.
To enable auto-login:
1. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\eGainLiveConfig.js
file
in a text editor.
2. Locate the
autoLogin
property and set the value to
1
to enable auto-login.
3. Save the changes.
4. Change the entry point code so that the customer information collected at the time of login on the website is
passed on to the application when the customer initiates a callback session. For details, see “Adding
Undocked Text Chat and Collaboration Links to a Website” on page 133.
Adding Country Codes
Callback templates can be set to automatically enter the country code for the phone number entered by the
customer using an entry point. Be aware, if a customer includes their country code in their phone number while
the parameter is enabled, the country code is still automatically added to the number, causing a misdial. Disable
the country code parameter to allow customers to enter their own country codes.
To change the country code parameter:
1. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\eGainLiveConfig.js
file
in a text editor.
2. Locate the
useCountryCode
parameter and change it to one of the following:
0: The phone number used to place the call does NOT use the country code.
1: The phone number used to place the call uses the country code.
3. Save the changes.
4. Reload the Callback / Delayed Callback URL entry point web site from the browser.
Important:
A template where auto-login is enabled should not be used for regular callback.
Callback Template Sets 119
Changing the Off Hours Message
An off hours message is displayed to customers when the application is not able to connect to Unified CCE to
place a call.
Off hours message
To change the off hours message:
1. Open the
Cisco_Home
\eService\templates\callback\
Template_Folder
\l10n\custom_callback_
Locale
.pro
perties
file in a text editor.
2. Add the property
L10N_OFF_HOURS
and change the message to be displayed to customers.
3. Save the changes.
120 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
4. Clear the browser cache and access the callback link to test the changes.
Custom message
Deleting Template Sets
To delete a template set:
1. On the web server, browse to
Cisco_Home
\eService\templates\callback.
2. Delete the template folder that you do not want to use. If you are using these templates for any entry point,
make sure to update the HTML code on web pages with the new template sets you want to use.
Important:
You must delete the templates files from all web servers in your installation.
Chat Entry Points
About Entry Points
Creating Entry Points
Deleting Entry Points
Testing Entry Points
Setting Up Transcripts and Notifications
Turning Off Chats in a Department
Adding Chat and Collaboration Help Links to Websites
Configuring Auto-Pushback Settings for Chats
Configuring Dynamic Messages for Chats and Callback
122 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
This chapter will assist you in understanding how to set up chat and collaboration entry points.
About Entry Points
An entry point defines the starting point from which customers initiate chat and web callback interactions. Every
help link on a website is mapped to an entry point. Each entry point has a queue associated with it and the queue
is used to route activities to agents. A default entry point is provided in each department.
Creating Entry Points
Before creating an entry point, create the queues and template sets to be used for the entry points. For details on
creating queues, see “Queues” on page 47.
Chat Activities and Callback Activities use two different starting template sets: eGain Kiwi and eGain Callback
Rainbow. For details on creating templates for chat, see “Appendix C: Kiwi Chat Template Sets” on page 248.
For details on creating templates for callback activities, see “Callback Template Sets” on page 104.
Creating Entry Points for Chat
To create an entry point for chat:
1. In the top menu, click Apps.
2. In the left menu, click Chat > Entry Points.
3. In the Entry Points workspace, click the New button.
4. The workspace refreshes to show the Create Entry Point page. In the General tab, provide the following
details.
Entry Point Active: Click the toggle switch to turn the entry point on or off.
Entry Point Name: Type a name of the entry point. This is required information.
Routing type: This is automatically set to Unified CCE.
Subactivity: From the dropdown list, select Chat.
Queue: Select a queue. This is required information. The queues available can be active or inactive. If
the entry point is marked as active, then an active queue must be selected for the entry point.
Important:
Multiple help links on a website can point to the same entry point.
Important:
For a customer to be able to chat, the entry point mapped to the chat help link should
be made active, else the customer would be displayed a no service page.
Chat Entry Points 123
Apply customer chat single sign-on: Select one of the following options
No: Disable the entry point for secure chat.
At the start of chat: Enable secure chat for the entry point and allow customers to authenticate
their accounts using Chat Customer Single Sign-On before the chat activity is first created.
During chat: Enable secure chat for the entry point and allow customers to authenticate their
accounts using Chat Customer Single Sign-On after the chat activity has begun and while
interacting with an agent.
Secure Chat, utilizing customer single sign-on functionality, allows chat entry points to transfer
customer context information from the company website to the application through SAML. This allows
customers who are already recognized on the company website to use a SSO-enabled entry point to chat
with a customer without having to provide redundant information.
The chat creation request must contain a SAML assertion. If the SAML assertion is missing, or is not
valid for the entry point, chat requests are denied for that entry point. For details about secure chat
configuration, see Enterprise Chat and Email Administrator’s Guide.
Agent Availability Required: With this option you can decide if the agent availability is to be checked
when a customer initiates a chat session. The following options are available:
Required: Customers will be able to initiate a chat session only if an agent is available
(Availability setting from the Agent Console is selected) for handling chats. If no agent is available,
the off hours message is shown to customers.
Not required: Customers will be able to initiate chat sessions even when no agent (Availability
setting from the Agent Console is not selected) is available for handling chats. Customers are not
shown the off hours message and the login page is displayed.
Important:
An active entry point cannot be mapped to an inactive queue.
124 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Description: Type a brief description.
Set the general properties
5. In the Options tab, set the following options for the page push feature.
Enable page pushing from agent to customer: Enable this option to allow agents to send web pages
to customers. By default Yes is selected. Select No to disable it. When page pushing is not allowed, the
Page Push button of the Agent Console is disabled.
You can also control the URLs allowed for page pushing.
a. Enable page pushing from agent to customer: Toggle the option to all agents to send web pages to
customers.
b. Allow/Block page push for below URLs: Select an option:
Allow: Only the listed URLs will be allowed for page pushing.
Block: The listed URLs will not be allowed for page pushing.
Chat Entry Points 125
c. In the List of URLs section, type the URL. Press Enter and type the next URL.
Set page push options
6. Click the Save
button.
After creating the entry point, set the notifications and transcript emails (page 128), test the entry point
(page 127), and add the help link to your website (page 131).
Creating Entry Points for Callback
To create an entry point for callback:
1. In the top menu, click Apps.
2. In the left menu, click Chat > Entry Points.
3. In the Entry Points workspace, click the New button.
4. The workspace refreshes to show the Create Entry Point page. In the General tab, provide the following
details.
Entry Point Active: Click the toggle switch to turn the entry point on or off.
Entry Point Name: Type a name of the entry point. This is required information.
Important:
For a customer to be able to chat, the entry point mapped to the chat help link should
be made active, else the customer would be displayed a no service page.
126 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Routing type: This is automatically set to Unified CCE.
Subactivity: From the dropdown list, select Callback.
Queue: Select a queue mapped to a Unified CCE Media Routing Domain that belongs to the
Cisco_Voice Media Class. This is required information. When the subactivity selected is callback and
the routing type selected is Unified CCE, only the queues mapped to a Unified CCE Media Routing
Domain that belong to the Cisco_Voice Media Class are displayed. The queues available can be active
or inactive. If the entry point is marked as active, then an active queue must be selected for the entry
point.
Agent Availability Required: This option is not used for callback activities as availability is
determined in realtime by Unified CCE and not ECE. Activity assignment is also handled by Unified
CCE.
Description: Type a brief description.
5. Click the Save
button.
After creating the entry point, test it (page 127) and add the help link to your website (page 131).
Creating Entry Points for Delayed Callback
To create an entry point for delayed callback:
Follow all the steps in the “Creating Entry Points for Callback” on page 125. In Step 3, for the Subactivity
and Queue fields, make sure you set the following values:
Subactivity: From the dropdown list, select Delayed Callback.
Queue: Select a queue mapped to Unified CCE Media Routing Domain that belongs to the Cisco_Voice
Media Class. This is required information. The queues available in the list are decided based on the
subactivity and routing type configured for the queue. When the subactivity selected is delayed
callback, only the queues that belong to the Cisco_Voice Media Class are displayed. The queues
available can be active or inactive. If the entry point is marked as active, then an active queue must be
selected for the entry point.
Deleting Entry Points
Before you delete the entry point make sure you remove all the chat links related to the entry point from your
website.
Important:
An active entry point cannot be mapped to an inactive queue.
Important:
An active entry point cannot be mapped to an inactive queue.
Important:
The default entry point and active entry points cannot be deleted.
Chat Entry Points 127
To delete an entry point:
1. In the top menu, click Apps.
2. In the left menu, click Chat > Entry Points.
3. On the Entry Point List page, locate the entry point you want to delete. Hover over the entry point, and
click the Delete button.
Testing Entry Points
After configuring an entry point, you can test it immediately to see how the entry point looks like.
The UI does not display the custom chat or callback templates or languages added for chat. Before you begin this
task, get the list of template names and language files names that you have created on the web server:
Cisco_Home
\eService\templates\chat and
Cisco_Home
\eService\templates\callback
.
To test an entry point:
1. In the top menu, click Apps.
2. In the left menu, click Chat > Entry Points.
3. In the Entry Points workspace, click the entry point you want to test.
4. On the Edit Entry Point page, click the Entry Point URL button.
5. In the Entry Point URL window select the templates and language you want to use for the entry point. This
window only displays out-of-the-box templates and languages. If you have created custom templates or
languages, you will need to edit the entry point URL before you can test it (page 127). The URL is displayed
in the URL for Chat field. Click the Copy URL button to copy the URL.
6. If you are using custom templates or languages, change the following parameters in the URL:
Replace both occurrences of
aqua
or
rainbow
with the name of your custom template. For example,
PurpleNile.
Change the language code and country code in
languageCode=en&countryCode=US
. For example,
languageCode=it&countryCode=IT
.
The sample chat URL will look like:
http://demo1/pm/templates/chat/PurpleNile/chat.html?subActivity=Chat&entryPoint
Id=1000&templateName=PurpleNile&languageCode=it&countryCode=IT&ver=v11
Important:
If you are creating a new entry point and want to test it, you have to save the entry
point to be able to test it.
Important:
If you are using the Aqua (docked) template or a custom template made from Aqua
(docked) for a docked chat entry point, the entry point HTML must be embedded in a webpage. For
more information, see “Adding Chat and Collaboration Help Links to Websites” on page 131.
128 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
7. Open a new browser window and access the entry point URL and test it. To test the entry point with other
templates available in the system, repeat Step 6 and select a different template folder.
A sample chat entry point
Setting Up Transcripts and Notifications
Sending Transcripts for Serviced and Abandoned Chats
You can email chat transcripts to customers. Transcripts can be sent for both serviced and abandoned chats.
Serviced chats are those chat sessions where the agent joins the chat session at least once (activity substatus
changes to “In Progress”) before the customer exits the session. Serviced chats also include chats that were not
completed successfully because of some error. Abandoned chats are those chat sessions where the customer exits
the chat before the activity substatus changes to “In Progress” at least once. This means the customer leaves the
chat before an agent could attend to him.
In the transcript email that is sent, the chat transcript is placed between the greeting article and the signature
article.
Important:
These features are not available for callback and delayed callback activities.
Important:
Before you start, make sure you create the header, footer, signature, and greeting KB
articles to be used in the chat transcript email.
Chat Entry Points 129
To email transcripts of serviced and abandoned chats:
1. In the top menu, click Apps.
2. In the left menu, click Chat > Entry Points.
3. In the Entry Points workspace, select an entry point.
4. In the Transcript tab, go the Abandoned chats or Serviced chats section and provide the following details.
If you want to send the chat transcript select the Email the chat transcript to the customer option. If
you select the Do not email a chat transcript to the customer option, all other options will be
disabled.
From: Type the email address to be displayed in the From field of the transcript emails sent to
customers. This is required information. Any replies sent by customers, in response to the chat
transcript emails, go to this address.
To: The transcript emails are sent to the email address provided by customers while initiating chats.
This field cannot be edited.
Subject: Type the subject of the email.
Header: Select a header from the dropdown list.
Greeting: Select a greeting from the dropdown list.
Signature: Select a signature from the dropdown list.
Footer: Select a footer from the dropdown list.
Chat transcript content: Specify what you want to include in the transcript. The following options are
available.
Include chat messages and URLs exchanged (default value)
Include only chat messages
130 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Include only URLs exchanged
Send transcript for abandoned and serviced chats
5. Click the Save button.
Setting Up Notifications
Notifications are messages sent to administrators using the messaging infrastructure. You can send a notification
when a chat gets abandoned. Along with notifications, the transcript of a chat can also be sent. Notifications can
be sent to internal users as well as to external email addresses.
The difference between a transcript and a notification is that a transcript is sent to the customer with whom the
chat session is held and a notification is sent to administrators when a chat is abandoned. You can create an entry
point without selecting the option of sending transcript or notification.
To send a notification:
1. In the top menu, click Apps.
2. In the left menu, click Chat > Entry Points.
3. In the Entry Points workspace, click an entry point to view its properties.
4. On the Notification tab, set the following:
In the Conditions section specify if you want to send notifications for abandoned chats.
In the Message section, and provide the following details.
Chat Entry Points 131
To: Select to whom you want to send the notifications. You can send notifications to all users in a
department, or you can select from a list of users and user groups. Notifications can be sent as
internal messages or as emails to external email addresses. This is required information.
Subject: Type a subject for the notification to be sent.
Message: Type a message in the text box. Use the text box toolbar to format the text.
Append chat transcript at the bottom of the message: Enable this option if you want to send the
chat transcript with the notification.
5. Click the Save button.
Turning Off Chats in a Department
Use this option to temporarily turn off chats for all entry points for your department.
To turn off active entry points:
1. In the top menu, click Apps.
2. In the left menu, click Chat > Entry Points.
3. In the List pane toolbar, click the Stop New Chats button.
All the active entry points are turned off.
4. Click the Enable New Chats button, to turn on the entry points. When you click the button, it turns on the
active entry points.
Adding Chat and Collaboration Help Links to
Websites
You can view the HTML code, and use it for pointing the chat help hyperlinks and buttons on your website to
open chat sessions. In a web page, chat help can be invoked from either a hyperlink or from a form button, the
HTML window displays code to be used for both these cases.
Adding Docked Text Chat to a Website
Docked chat allows website visitors to interact with customer service without creating additional browser
windows. The docked chat frame always floats on top of the browser window, which lets the visitor continue to
communicate with the agent without having to move between windows.
Docked chat utilizes a different set of templates than typical text chat, audio chat or video chat. For more
information about the docked chat templates, see “Aqua Chat Template Sets” on page 74.
The UI does not display the custom chat templates or languages added for chat or video chat. Before you begin
this task, get the list of template names and language files names that you have created on the web server:
Cisco_Home
\eService\templates\chat
.
132 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
The following line must be added to the HTML of all pages on which you want docked chat to function:
<script type="text/javascript"
src="http://
WebServerName
/system/templates/chat/egain-chat.js"></script>
To add docked chat to a website:
1. In the top menu, click Apps.
2. In the left menu, click Chat > Entry Points.
3. In the Entry Points workspace, select an entry point.
4. In the Edit Entry Point page, click the Show HTML button.
5. In the Show HTML window, select a templates you want to use for the entry point and select the Template
Language from the dropdown list. Custom chat templates and languages are not displayed here. The HTML
for chat field displays the HTML code of the entry point. If you plan to edit it at all, copy it into a text editor
before adding it to the host webpage.
You can only view or copy the HTML in the application. It cannot be edited or deleted in the application. If
you are creating a new entry point and want to view its HTML, you have to first save it to enable the Show
HTML button.
6. Before adding the code to your website, ensure that you replace the server name in the value of the
egainDockChat.serverURL
property with the fully qualified domain name of the web server. If you are
using custom templates and custom languages, change those values as well.
7. Locate
egainDockChat.EntryPointId
and check the value of the property to see if you need to replace
the entry point ID.
8. Locate
egainDockChat.Locale
and check the value of the property to see if you need to replace the
language-country codes with custom languages.
9. Locate
egainDockChat.Template
and check the value of the property to see if you need to replace the
template name with custom templates.
10. Locate
egainDockChat.UseCustomButton
and
egainDockChatIsChatLaunched
and set the values
to true and if you wish to allow the docked chat entry point to be initiated through a custom button or offer
banner other than “Docked Chat”.
11. Locate
egainDockChat.PostChatAttributes
and check the value of the property. By default, it is set
to false. Set to true to enable posting attributes to the template in use. For example, if you wish to set
customer parameters, you can set the following parameters within the chat entry point java script:
egainDockChat.PostChatAttributes = true;
<script language= javascript>
egainDockChat.SetCustomerParameters("full_name","Test");
egainDockChat.SetCustomerParameters("email_address","test@test.com");
egainDockChat.SetCustomerParameters("phone_number","12345");
egainDockChat.SetCustomerParameters("subject","Test");
<script>
After setting these parameters, you need to specify these parameters in
application-chat-
defaults.js
. For example, to set the
full_name
attribute, locate
loginParameters
and add the
providerAttributeName
as follows:
Chat Entry Points 133
{
"providerAttributeName”: ”full_name”,
"secureAttribute": 0,
"eGainAttributeName": "full_name",
"eGainParentObject": "casemgmt",
"eGainChildObject": "individual_customer_data",
"primaryKey": false,
"controlType": "text",
"label": "APP.EG_FULLNAME",
"required": true,
"minLength": "1",
"maxLength": "120",
"validationPattern": "^[^<>]+$"
}
If you wish to enable secure chat for the entry point, you also need to set the
egainDockChat.PostChatAttributes
property to true and add the following:
egainDockChat.SetCustomerParameters("SAMLResponse","")
Secure chat requires this change to the entry point in addition to the chat template. For more details on
configuring the aqua template set for secure chat, see “Configuring Aqua Templates for Customer SSO” on
page 90.
12. Open the code view of the host web page and add the link code at the appropriate point. You may need to
ask your webmaster to perform this task.
Adding Undocked Text Chat and Collaboration Links to a Website
You can view the HTML code, and use it for pointing the chat help hyperlinks and buttons on your website to
open chat sessions. In a web page, chat help can be invoked from either a hyperlink or from a form button, the
HTML window displays code to be used for both these cases.
This section also talks about how to enable auto-login for an entry point and how to show the chat link based on
agent availability.
The UI does not display the custom chat templates or languages added for chat. Before you begin this task, get
the list of template names and language files names that you have created on the web server:
Cisco_Home
\eService\templates\chat
.
To add undocked chat and collaboration help links to a website:
1. In the top menu, click Apps.
2. In the left menu, click Chat > Entry Points.
3. In the Entry Points workspace, select an entry point.
4. In the Edit Entry Point page, click the Show HTML button.
134 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
5. In the Show HTML window, select a templates you want to use for the entry point and select the Template
Language from the dropdown list. Custom chat templates and languages are not displayed here. The HTML
for chat field displays the HTML code of the entry point. If you plan to edit it at all, copy it into a text editor
before adding it to the host webpage.
6. Before adding the code to your website, ensure that you replace the server name in the value of the
egainChat.serverURL
property with the fully qualified domain name of the web server. If you are using
custom templates and custom languages, change those values as well.
7. Locate
egainChat.EntryPointId
and check the value of the property to see if you need to replace the
entry point ID.
8. Locate
egainChat.Locale
and check the value of the property to see if you need to replace the language-
country codes with custom languages.
9. Locate
egainChat.Template
and check the value of the property to see if you need to replace the
template name with custom templates.
10. Locate
egainChat.PostChatAttributes
and check the value of the property. By default, it is set to
false. Set to true to enable posting attributes to the template in use. For example, if you wish to set customer
parameters, you can set the following parameters within the chat entry point java script:
egainChat.PostChatAttributes = true;
<script language= javascript>
egainChat.SetCustomerParameters("full_name","Test");
egainChat.SetCustomerParameters("email_address","test@test.com");
egainChat.SetCustomerParameters("phone_number","12345");
egainChat.SetCustomerParameters("subject","Test");
<script>
After setting these parameters, you need to specify these parameters in
application-chat-
defaults.js
. For example, to set the
full_name
attribute, locate
loginParameters
and add the
providerAttributeName
as follows:
{
"providerAttributeName”: ”full_name”,
"secureAttribute": 0,
"eGainAttributeName": "full_name",
"eGainParentObject": "casemgmt",
"eGainChildObject": "individual_customer_data",
"primaryKey": false,
"controlType": "text",
"label": "APP.EG_FULLNAME",
"required": true,
"minLength": "1",
Important:
You can only view or copy the HTML. It cannot be edited or deleted. If you are creating
a new entry point and want to view its HTML, you have to first save it to enable the Show HTML
button.
Chat Entry Points 135
"maxLength": "120",
"validationPattern": "^[^<>]+$"
}
If you wish to enable secure chat for the entry point, you also need to set the
egainChat.PostChatAttributes
property to true and add the following:
egainChat.SetCustomerParameters("SAMLResponse","")
Secure chat requires this change to the entry point in addition to the chat template. For more details on
configuring the aqua template set for secure chat, see “Configuring Aqua Templates for Customer SSO” on
page 90 or “Configuring Kiwi Templates for Customer SSO” on page 263.
11. Edit the following parameters of the entry point code:
a. Look for the parameter
var refererName
. By default, the parameter value is blank. Type in a name
that describes the page that the hyperlink will appear in. In the following example, the name of the page
is “Support.”
var refererName = "Support"
b. Edit the following line to change the text that appears in the hyperlink. By default, it is “Test”.
Substitute the word “Test” for wording which you deem appropriate, such as “Click here to chat with
one of our agents.”
<a href="#" onClick="openHelp()" style=cursor:hand>
Test
</a>
12. Locate
var eGainChatUrl
and check the value of the property to see if you need to replace the template
name, language code, and country codes with custom templates or custom languages.
13. To enable auto-login for an entry point, you need to modify the entry point code so that the customer
information collected at the time of login on the website is passed on to the application when the customer
initiates a chat session. The auto-login feature for the template must be enabled. For details, see “Enabling
Auto-Login” on page 89.
In the link, you need to add the customer details, which are provided by the customer. The name, email, and
question fields are required to initiate the chat. The phone number field is optional.
For example, if the entry point is mapped to a template set which has name, email ID, and phone number as
the login page fields, the following parameters should be added to the URL:
&fieldname_1=<value1>&fieldname_2=<value2>&fieldname_3=<value3>
. Make sure that the
values of the parameters are encoded in ASCII encoding.
Locate the following lines in the code:
where
Name
,
EmailID
,
Phone-number
are the customer details collected at the time of login to the website.
14. Open the code view of the host web page and add the link code at the appropriate point. You may need to
ask your webmaster to perform this task.
Adding Callback Links to a Website
This section includes steps about how to enable auto-login for an entry point.
The UI does not display the custom templates or languages added. Before you begin this task, get the list of
template names and language files names that you have created on the web server:
Cisco_Home
\eService\templates\callback
.
136 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
To add a callback link to a website:
1. In the top menu, click Apps.
2. In the left menu, click Chat > Entry Points.
3. In the Entry Points workspace, select an entry point.
4. In the Entry Points workspace, select an entry point.
5. In the Edit Entry Point page, click the Show HTML button.
6. In the Show HTML window, select a templates you want to use for the entry point and select the Template
Language from the dropdown list. Custom chat templates and languages are not displayed here. The HTML
for chat field displays the HTML code of the entry point. If you plan to edit it at all, copy it into a text editor
before adding it to the host webpage.
7. To enable auto-login for an entry point, you need to modify the entry point code so that the customer
information collected at the time of login on the website is passed on to the application when the customer
initiates a callback session. The auto-login feature for the template must be enabled. For details, see
“Enabling Auto-Login” on page 118.
In the link, you need to add the customer details, which are provided by the customer. Callback entry points
require 4 fields be provided: the customer’s name, email address, phone number, and question.
For example, if the entry point is mapped to a template set which has name, email ID, phone number, and
question, as the login page fields, the following parameters should be added to the URL:
&fieldname_1=<value1>&fieldname_2=<value2>&fieldname_3=<value3>&fieldname_4=<va
lue4>
. Make sure that the values of the parameters are encoded in ASCII encoding.
Locate the following lines in the code:
var eGainChatUrl =
egainChat.liveServerURL+'/templates/
callback
/rainbow/call.html?subActivity=Callba
ck&entryPointId=<EntryPointId>&templateName=rainbow&languageCode=en&countryCode
=US&ver=v11&postChatAttributes='+egainChat.postChatAttributes+'&eglvrefname='+r
efererName+'&'+eglvcaseid+vhtIds;
And modify the following line:
var eGainChatUrl =
egainChat.liveServerURL+'/templates/
callback
/rainbow/call.html?subActivity=Callba
ck&entryPointId=<EntryPointId>&templateName=rainbow&languageCode=en&countryCode
=US&ver=v11&postChatAttributes='+egainChat.postChatAttributes+'&eglvrefname='+r
efererName+'&'+eglvcaseid+vhtIds+'&fieldname_1='+
Name
+'&fieldname_2='+
EmailID
+'&
fieldname_3='+
Phonenumber
+'&fieldname_4='+
Question
;
where
Name
,
EmailID
,
Phone-number
,
Question
are the customer details collected at the time of login to the
website.
8. Open the code view of the host web page and add the link code at the appropriate point. You may need to
ask your webmaster to perform this task.
Important:
You can only view or copy the HTML. It cannot be edited or deleted. If you are creating
a new entry point and want to view its HTML, you have to first save it to enable the Show HTML
button.
Chat Entry Points 137
Configuring Auto-Pushback Settings for Chats
The chat auto-pushback feature allows you to pushback chat activities to the queue, if the agents do not click on
the new chats assigned to them in the configured time (default value is 2 minutes). Use these settings to enable
auto-pushback and to define if agents should be made unavailable after a chat is pushed back automatically from
the agent’s inbox.
These changes take effect for all departments in the installation.
To configure auto-pushback settings for chats:
From the Partition space, configure the following chat auto-pushback settings. For details about doing these
settings, see “Chat Auto-Pushback Settings” on page 63.
Enable auto-pushback of chats
Expiry time for auto-pushback for chats (minutes)
Make agent unavailable on auto-pushback of chats
Configuring Dynamic Messages for Chats and
Callback
Dynamic Run Application Script Request (DRASR) allows you to display wait messages with dynamic text
(such as expected wait time) to customers while chat and call requests are being processed by the ECE and
Unified CCE integrated systems. You can use ECC variables and call variables to display the dynamic content.
Dynamic messages can be displayed for integrated chats and callback activities.
Configuring the dynamic messages includes the following steps:
1. Configure the Network VRU scripts in Unified CCE.
2. Identify the queues for which you want to display the dynamic messages.
3. Identify the ECC variables or call variables you want to use in the dynamic message and prepare the macros
for the variables. For details about these objects and how they are used in Unified CCE, see the Scripting
and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted available here:
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html
4. Configure the dynamic message.
Preparing to Create Dynamic Messages
1. From Unified CCE, configure the Network VRU scripts and use them in the Unified CCE scripts used for
chat activities. You will need the name of the Network VRU script for configuring the dynamic messages.
For details about doing these tasks, see the Enterprise Chat and Email Installation Guide.
2. Identify the integrated chat queues for which you want to display the dynamic messages.
3. To display the dynamic content using ECC variable macros, prepare your macros by doing the following:
a. Look at the chapter “Call Variables” on page 44 for the names of ECC variables that can be used.
138 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
b. Identify the ECC variables you want to use in the message. The macro will be added in the format
%ECC <
Variable_Name
>%.
For example,
%ECCuser.ece.activity.id%
4. To display the dynamic content using call variable macros, prepare your macros by doing the following:
From the Call Variables tab of the queue properties, identify the call variables you want to use in the
message and note down the number associated with the call variable. For example, in the following
figure the number for customer_phone_no is 1 and for activity_id, the number is 2. The macro is added
in the format
%CV
Number
%.
For example,
%CV1%
for
customer_phone_no.
Configuring Dynamic Messages
To configure dynamic messages:
1. In the Partition space in the top menu, click Integration.
2. In the left menu, click Unified CCE > DRASR.
3. In the DRASR workspace, click the New button.
4. Set the following properties for the dynamic message:
Name: The name of the script as it will be identified in the application.
Script name: From the dropdown, select the Network VRU script configured in Unified CCE. A script
can be associated with only one message.
Enabled: Enable the dynamic message.
Display message is URL: Specify if the message is a URL.
Display message: Provide the message that will be displayed to users upon accessing the entry point. If
you have set the message to be a URL, provide a valid URL. In such cases, only provide the URL in the
message and do not provide any text. A sample text message, with variable macros:
An agent is
expected to be available in approximately %ECCuser.wait.time% minutes. While
you are waiting, checkout the latest offers on our website.For your record,
please save the case number %CVcase_ID%
Important:
While selecting ECC variables to be used in macros, make sure that the variables have
valid values. If you use a variable that does not have a value, a run application script failure will
occur and the customer will not be able to chat. The error template is displayed to the customer.
Important:
If enabled, the message must be a valid URL or it will not display properly.
Chat Entry Points 139
Description: Description of the script.
Create a dynamic message for chat
5. Click the Save button.
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142 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
About Chat Messaging API Integration
Chat Messaging APIs can be used to build external integrations with custom messaging apps, messaging
channels like Facebook Messenger, and building custom web templates. The chats created from these Chat
Messaging APIs are routed to agents like regular web chats and have the web chat features available.
The client applications for the integration is setup from the Enterprise Chat and Email Administration console.
In order to use chat messaging APIs, the following must first be performed:
1. Register a client application (page 142).
2. Register a Webhooks Callback URL to receive the chat messages and events (page 142).
3. Associate the client application with a chat entry point (page 146).
4. Create an end to end chat session using the REST APIs: Authenticate Client Application, Get Entry point
Configuration, Start Conversation, Send Chat Message, End Conversation. For more information about these
APIs, see Enterprise Chat and Email Developer’s Guide to Web Service APIs.
Registering Applications
While registering a client application, you must also register a Webhooks Callback URL to receive the chat
messages and events.
To register an application:
1. In the partition-level top menu, click Integration.
2. In the left menu, click Apps > Register Applications.
3. Click the New button.
4. On the General tab, provide the following details.
Name: Type the name of the application. This is required information. For example, “Messaging App
Integration”.
Application URL: This field is disabled and cannot be changed.
Application Type: This is required information. Select an option from the dropdown:
Chat: Select this option to integrate Chat APIs for custom messaging channels, mobile messaging,
and so on.
Registering Applications 143
Description: Type a brief description.
Provide the general information for the client application
5. Click the Callback URL tab. In the Properties pane, on the Callback URL tab, provide the following details.
Callback URL: The Webhooks Callback URL to receive the chat messages and events. The same
callback URL can be configured for multiple client applications.
Callback Format: Select the format of the messages or events that are posted to the callback URL.
Options available include: XML and JSON.
Callback Error Notification Email Address: Provide the address to which email notifications are sent
if the call to the callback URL fail.
Authentication: Select an authentication configuration to use for callback. For more information about
creating authentication configurations, see “App Authentication” on page 144.
Provide the Webhooks Callback URL information
144 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
6. Click the Save
button. This generates the client key and client secret for the server configuration in the
General tab. If you need to regenerate the client secret and key, click the Regenerate Client Secret button.
App Authentication
Configuring Basic Authentication
To create a basic app authentication configuration:
1. In the partition-level top menu, click Integration.
2. In the left menu, click Apps > Authentication.
3. Click the New button.
4. On the General tab, provide the following details.
Name: The name for the configuration.
Description: A brief description of the configuration.
Authentication type: Select Basic.
5. Under the Configuration tab, provide the following details:
User name: The user name for the account the data adapter will use for authentication.
Password: The password for the account the data adapter will use for authentication.
Provide the general basic authentication details
6. Click the Save
button to save your configuration. This configuration can now be used when registering apps
for Callback. For more information, see “Registering Applications” on page 142.
Configuring OAuth 2.0 Authentication
To create an OAuth 2.0 app authentication configuration:
1. In the partition-level top menu, click Integration.
2. In the left menu, click Apps > Register Applications.
App Authentication 145
3. Click the New button.
4. On the General tab, provide the following details.
Name: The name for the configuration.
Description: A brief description of the configuration.
Authentication type: Select OAuth 2.0.
5. In the Properties pane, under the Configuration tab, provide the following details:
OAuth2 ClientId: The unique string representing the registration information provided by the service
provider.
OAuth2 ClientSecret: The unique string provided by the service provider that acts as a means of
authorizing a client that is requesting an access token.
Refresh Token: Credentials used to obtain new access tokens when the current access token expires.
Token Request URL: Provide the access token request URL and click OK to close the window. This
field is required.
Method: Select the method in which the access token is retrieved. Select either Post or Get. The
method selected depends on what the client authentication server supports.
Token Request Params: Provide the parameters for the token request body. Format the parameters
string property with variables and values to ensure that correct information is sent in the request.
For example:
client_id=<client_id>&client_secret=<client_secret>&refresh_token=<refresh_t
oken>&grant_type=refresh_token
Access Token JSON Path: The JSON query path of an attribute in the returned JSON response. For
example,
$.access_token
.
Access Token: If you wish to provide a current access token, enter the string in the field. Leave this
field blank if you do not have an Access Token. New token will be requested by the application using
the provided details.
146 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Headers: Provide any necessary additional values to include in the response header by entering a Name
and Value for the corresponding fields. When you have entered the necessary values, click Add button.
Provided the OAuth 2.0 configuration details
6. Click the Save
button to save your configuration. This configuration can now be used when registering apps
for Callback. For more information, see “Registering Applications” on page 142.
Creating Messaging Adapters
Once the client application has been registered, along with the Webhooks Callback URL, the messaging adapters
must be created. By creating messaging adapters, you are mapping client applications to a chat entry point.
For more information about registering client applications, see “Registering Applications” on page 142.
To create messaging adapters:
1. In the Department-level top menu, click Apps.
2. In the left menu, click Chat > Messaging Adapters.
3. Click the New button.
Creating Messaging Adapters 147
4. In the Create Messaging Adapater workspace, provide the following details.
Name: The name of the adapter.
Description: A description of the adapter.
Type: This is set to ‘External’ and cannot be changed.
Registered Application: Select a registered application from the dropdown. For more information
about registering applications, see “Registering Applications” on page 142.
Chat Entry Point: Select a chat entry point from the dropdown. For more information about registering
applications, see “About Entry Points” on page 122.
Enable Custom Chat Messages: Click the toggle to select the following:
Disabled: Use default system-generated messages for the adapter.
Enabled: Configure and provide system messages for the adapter. This enables the Custom
Messages field.
Custom Messages: If Enabled was selected in the Enable Custom Chat Messages field, this field is
enabled. Before uploading custom messages, click the Download Default Messages button to
download the default system-generated messages. Edit this zip file and use these messages as the
template for your custom messages. When you have made the necessary edits to the default messages,
click the Upload Custom Message button and in the window that appears, provide the zip file that
contains the custom messages.
If there are any errors in the custom messages that you have uploaded, the application validates the
messages and notifies you of the errors that need to be corrected.
Provide the details for the messaging adapter
5. Click the Save
button.
148 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Post Integration Configuration
Once you have registered the client application, added the callback URL, and configured messaging adapter, you
must use the Chat Messaging APIs to build the integration. For more information about Chat Messaging APIs
see the Enterprise Chat and Email Developer’s Guide to Web Service APIs. For more information about the post-
configuration process, see also the following diagram.
With the client application registered and the messaging adapter created, you can follow the integration flow
This chapter describes the various settings available for emails. It also explains how to create headers,
footers, greetings, signatures, and auto-acknowledgements for email activities.
Email Settings
Incoming Email Settings
Number of Emails to Retrieve
Use this setting to define the maximum number of emails to be picked by the Retriever Service for
processing.
Type: Partition setting
Default value: 10
Minimum value: 10
Maximum value: 250
Maximum Email Size for Retriever (MB)
Use this setting to define the maximum size of emails that the Retriever Service can retrieve from the Mail
Server. This size includes the email subject, body (text and HTML content), header, and attachments. For
example, if the value of the setting is 1 MB, and an email with 1 MB content comes in, this email will not
be retrieved, as the size of the email is greater than 1 MB because of headers and both text and HTML parts
of email. If the email size exceeds the number specified in this setting, the email is either skipped or deleted,
and a notification is sent. This action is defined in the “Action for Large Email” setting.
Type: Partition setting
Default value: 16
Minimum value: 2
Maximum value: 35
Maximum Body Size for Retriever (KB)
Use this setting to define the maximum size of the email body that the Retriever Service can retrieve from
the Mail Server. This size does not include the header and attachments. If the body size exceeds the size
specified in this setting, the body is saved as a text file and is attached to the email. A note is added to the
email body that the original email content is available as an attachment. This note can be changed from the
“Message note for large body” setting.
Assets for Email 151
Type: Partition setting
Default value: 1000 KB
Minimum value: 100 KB
Maximum value: 1000 KB
Message Note for Large Body
Use this setting to change the message added to emails, which exceed the allowed maximum body size for
incoming emails.
Type: Partition setting
Default value: Email body was too large. It is saved as an attachment
Action for Large Email
Use this setting to decide what should be done with large emails coming in the system. An email is considered
as large if it exceeds the size specified in the “Maximum email size for retrieval” setting.
Type: Partition setting
Default value: Skip and notify
Value options:
Skip and Notify: Retriever skips the email and notifies the administrator about the same.
Delete and Notify: The email is deleted from the mail server and a notification is sent to the
administrator.
Outgoing Email Settings
Maximum Body Size for Dispatcher (KB)
Use this setting to define the maximum body size of an outgoing email. This size considers only the email body
size and excludes the email attachments. The system will not allow agents or workflows to create outgoing
emails whose body size is larger than this setting value. Users are notified while composing email from the
Agent Console, and while configuring workflows from Administration Console. If a system generated email
(auto-acknowledgements, for example) exceeds this size, the email will not be sent and a notification is sent to
the email address configured in the “To: address for notification from Services” setting.
Type: Partition setting
Default value: 100
Minimum value: 100
Maximum value: 1000
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Maximum Email Size for Dispatcher (MB)
Use this setting to define the maximum size of an outgoing email. This size includes the body of the email and
the attachments. The system will not allow agents or workflows to create outgoing emails whose size is larger
than this setting value. Users are notified while composing email from the Agent Console, and while configuring
workflows from Administration Console. If a system generated email (auto-acknowledgements, for example)
exceeds this size, the email will not be sent and a notification is sent to the email address configured in the “To:
address for notification from Services” setting.
Note: The value of this setting should be 40% less than the email size configured on the SMTP server. This
buffer is needed because email data (content and attachments) is encoded before an email is sent out by the
SMTP server. For example, if the size configured on SMTP is 10 MB, the value of this setting should be 6 MB.
Type: Partition setting
Default value: 25
Minimum value: 1
Maximum value: 150
To: Address for Notifications From Services
DSM sends out notifications when any error occurs in the functioning of services (example, retriever, dispatcher,
etc). Use this setting to specify the email address to which notifications are sent by the DSM.
Type: Partition setting
From: Address for Notifications From Services
DSM sends out notifications when any error occurs in the functioning of services (example, retriever, dispatcher,
etc). Use this setting to specify the email address displayed in the “from” field of the notifications sent by the
DSM.
Type: Partition setting
Notification Mails Auto BCC
DSM sends out notifications when any error occurs in the functioning of services (example, retriever, dispatcher,
etc). Use this setting to specify the email address that will be sent notification emails, but remain hidden to other
recipients.
Type: Partition setting
Default SMTP Server Settings
For various objects in the system, you can configure notifications to be sent to administrators. Some of the
objects for which you can configure notifications are, Monitors (in the Supervision Console), Reports (in the
Reports Console), Alarm workflows (in the Administration Console), Abandoned chats. The address to which
Assets for Email 153
these notifications are sent, is specified in the properties of the object and the from email address is specified in
the “From: address for notifications from services” setting.
Configure the settings described in this section for the server to send notifications to administrators. To view or
configure the default SMTP server settings, click the Assistance button in the Value field of the setting.
Server type
In this setting select the protocol (SMTP or ESMTP) to be used for the server.
Type: Partition setting
Default value: Never
Value options: Never, If authentication fails
Use SMTP
If the “Server type” setting is set to ESMTP, to be used for the server.
Type: Partition setting
Default value: SMTP
Value options: SMTP, ESMTP
Server name
In this setting provide the name of the server.
Type: Partition setting
User name (ESMTP)
If the “Server type” setting is set as “ESMTP”, provide the user name to be used to connect to the mail server.
Type: Partition setting
Password
If the “Server type” setting is set to “ESMTP”, provide the password to be used to connect to the mail server.
Verify the password in the field immediately below.
Type: Partition setting
Connection type
Select the authentication connection type for the server to use.
Type: Partition setting
Default value: Plain text
Value options: Plain text, SSL, TLS
154 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Port
In this setting provide the default port of the SMTP server. The value of the setting cannot be changed from the
UI. Note: The port value changes based on the connection type.
Type: Partition setting
Subtype: Default SMTP Server
Default value: 25
Workflow Settings
From Email Address for Alarm
Use this setting to configure the email address to be displayed in the “From” field of alarm notifications.
Type: Department setting
Can be reset at lower level: No
Include Original Message for Auto Acknowledgement
Use this setting to include the content of incoming emails in the auto-acknowledgement sent to customers in
response to the incoming emails.
Type: Department setting
Default value: Enable
Value options: Disable, Enable
Can be reset at lower level: Yes
Auto Response Number
Use this setting to define the number of auto-acknowledgements to be sent to a customer in a specified time
duration. The time duration is configured through the “Auto response time” setting. For example, if the value in
this setting is three and a customer sends four emails in one hour (time duration configured through the “Auto
response time” setting), the customer will get auto responses to three emails only.
Type: Partition setting
Default value: 3
Minimum value: 3
Maximum value: 100
Auto Response Time
In this setting define the time duration (in minutes) to be considered to decide the number of auto responses to
be sent to a customer.
Assets for Email 155
Type: Partition setting
Default value: 1440
Minimum value: 360
Maximum value: 1440
Set “From” Email Address for Email Activities Transferred Between
Departments
This setting determines how the from email address is set for the email activities that are transferred to the
department from other departments. Administrators can choose from the following options:
Do not change: The original email address set in the From field is retained.
Use default alias of destination department: The From email address is set to the default alias
configured for the department. Make sure that a default alias is configured for the department.
Force agents to select “From” email address: The value of the “From” field is reset to “Please select
an email address” and agents are required to pick the From address while sending out the email.
Type: Department setting
Default value: Do not change
Value options: Do not change, Use default alias of destination department, Force agents to select “From”
email address
Can be reset at lower level: No
Main Inbox Settings
Inbox Sort Column
In this setting, define the column that is used to sort items in the Activity and Cases folders in the Agent
Console. Use the “Inbox sort order” setting to define whether the items are sorted in the ascending or descending
order. This setting does not apply to the Chat Inbox. For chat, use the Chat - Inbox Sort Column setting.
Type: Department setting, User setting
Default value: Activity ID
Value options: Activity ID, Activity Priority, Case ID, Contact point, Department name, Subject, When
created, Activity type, Activity sub status
Can be reset at lower level: Yes
Inbox Sort Order
Use this setting to define the order - ascending or descending, in which items appear in the Activity and Cases
folders in the Agent Console. Use the “Inbox sort column” setting to determine the column by which items are
sorted. This setting does not apply to the Chat Inbox. For chat, use the Chat - Inbox Sort Order setting.
Type: Department setting, User setting
156 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Default value: Ascending
Value options: Ascending, Descending
Can be reset at lower level: Yes
Email - Enable Sound Alert
Use this setting to define if you want the system to play a sound when an email is assigned to the agent. To
minimize distraction, the alert sounds only when the focus is not in the main inbox.
Type: Department setting
Default value: Yes
Value options: No, Yes
Can be reset at lower level: No
Restrict To, Cc, and Bcc Email Address Fields
Use this setting to determine if the To, Cc, and Bcc fields in the Agent Console require the dropdown menu to
select an email address, or if agents can manually enter email addresses. Restricting agents from manually
entering email addresses prevents auto-complete from affecting the fields.
Type: Department settings group
Subtype: Activity
Data type: Enumeration
Default value: Allow user to type a new address and select from dropdown
Value options: Allow user to type a new address and select from dropdown, Prevent user from selecting from
dropdown, Prevent user from typing new email address
Can be reset at lower level: Yes
Alert Agent When Activity Is Assigned
Use this setting to decide if an alert should be displayed to agents when new activities are assigned to them. If
the Agent Console is minimized, or not in focus, an alert is displayed in the bottom right hand side section of the
screen. This setting does not apply to chat activities.
Type: Department setting, User setting
Default value: Always
Value options:
Never: Activity is displayed in the Inbox, but no alert is displayed to agents.
Always: An alert is displayed every time an activity is assigned to the agent.
When the agent has no open activity: The alert is displayed only when the agent has no activities in the
inbox.
Can be reset at lower level: Yes
Assets for Email 157
Alert Subject
Notifications can be sent to users when new activities are assigned to them. Use this setting to configure the
subject of these notifications.
Type: Department setting
Default value: You have received a new activity
Can be reset at lower level: No
Alert Body
Notification can be sent to users when new activities are assigned to them. Use this setting to configure the
message displayed in these notifications.
Type: Department setting
Default value: You have received a new activity (id = ``activity_id) from customer identified by
``contact_point_data
Can be reset at lower level: No
Send Agent an Email When Activity Is Assigned
Use this setting to decide if an email notification should be sent to agents when new activities are assigned to
them. This setting does not apply to chat activities.
Type: Department setting, User setting
Default value: Never
Value options:
Never: Email notifications will not be sent.
When Logged In: Email notifications will be sent only if the agent is logged in.
When not Logged in: Email notifications will be sent only if the agent is not logged in.
Always: Email notifications will always be sent whether the agent is logged in or not.
Can be reset at lower level: Yes
Add Contact Point on Compose
In this setting you can decide if the email address specified in the To field of a composed email activity should
be added to the customer profile associated with the case to which the activity belongs.
Type: Department setting
Default value: Yes
Value options: Yes, No
Can be reset at lower level: No
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Language Detection Threshold (KB)
Use this setting to define the amount of data that is required to be present in activity before the application is able
identify the language of the activity.
Type: Partition setting
Default value: 10
Minimum value: 1 KB
Maximum value: 1024 KB
Force Activity Categorization
Use this setting to ensure that agents assign categories to each activity before completing it. This setting does not
apply to chat activities. For chat, use the Chat - Force Activity Categorization setting.
Type: Department setting
Default value: No
Value options: No, Yes
Can be reset at lower level: No
Force Resolution Code
Use this setting to ensure that agents assign resolution codes to each activity before completing it. This setting
does not apply to chat activities. For chat, use the Chat - Force Resolution Code setting.
Type: Department setting
Default value: No
Value options: No, Yes
Can be reset at lower level: No
Pick and Pull Settings
Maximum Activities to Display for Pull
Use this setting to specify the maximum number of activities that are displayed in the Pick activities window in
the Agent Console.
Type: Partition setting
Default value: 50
Minimum value: 1
Maximum value: 100
Assets for Email 159
Maximum Activities to Pull at a Time
This setting determines the maximum number of activities that are assigned to an agent when he clicks the Pull
button in the Agent Console.
Type: Department setting, User setting
Default value: 10
Minimum value: 1
Maximum value: 25
Can be reset at lower level: Yes
Blocked Attachments Settings
Email - Criteria for blocking attachments
Use this setting to configure the criteria for blocking attachments. You can choose to block attachments for
incoming emails, or for both incoming and outgoing emails.
Type: Department setting
Default value: Inbound emails only
Value options: Inbound email only, Both inbound and outbound emails
Can be reset at lower level: No
Block All Attachments
Use this setting to block all attachments coming in the system.
Type: Department setting
Default value: No
Value options: Yes, No
Can be reset at lower level: No
Important:
After changing the value of the setting, you need to restart all retriever instances in
the system.
Important:
After changing the value of the setting, you need to restart all retriever instances in
the system.
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Action on Blocked Attachments
Use this setting to decide what should be done with all the block attachments. You can either save the
attachments in the
Cisco_Home
\eService\storage\1\mail\attachments
folder or you can delete them.
Type: Department setting
Default value: Quarantine
Value options:
Quarantine: The attachment is saved in the
Cisco_Home
\eService\storage\1\mail\attachments
folder and a notification email is sent to the administrator.
Delete: The attachment is deleted.
Can be reset at lower level: No
Autopushback Settings
Enable Autopushback
Use this setting to enable the auto-pushback feature for your department. Auto-pushback helps you to
automatically pull back activities from logged out agents and assign these activities to other available agents.
Pinned activities are not candidates for auto-pushback. Along with this setting, make sure you configure the time
duration after which an activity should be considered for pushback and the criteria for activities to be pushed
back from the agent’s inbox. Note that these auto-pushback settings apply to the following activities - inbound
emails associated with queues, supervisory activities associated with queues, tasks associated with queues, and
custom activities associated with queues. The following activities are not considered for auto-pushback - rejected
supervisory activities, drafts, pinned activities, locked activities, and outbound emails.
Type: Department setting
Default value: Enabled
Value options: Disabled, Enabled
Can be reset at lower level: No
Activity Type for Autopushback
In this setting, determines the criteria for automatically pulling back activities from the agent’s inbox.
Type: Department setting, User setting
Default value: New activities only
Value options:
None: No activities will be pushed back to the queues.
New activities only: Only activities with substatus “New” will be pushed back to the queues.
Important:
After changing the value of the setting, you need to restart all retriever instances in
the system.
Assets for Email 161
Both new and incomplete activities: All the activities will be pushed back to the queues.
Can be reset at lower level: Yes
Autopushback Time (Minutes After Logout)
In this setting, define the time duration after which an activity is pulled back from an agent and is sent back to
the original queue to be reassigned to another agent.
Type: Department setting, User setting
Default value: 30
Minimum value: 0
Maximum value: 21600 (15 Days)
Can be reset at lower level: Yes
Managing Articles
Before configuring queues for workflows, knowledge resources should be mapped to the queues. Short and
simple articles (no more than 500 characters long) can be assigned to queues, or implemented in workflows to
assist agents and improve response time. These articles serve a specific purpose, depending on the channel for
which they are created.
Aside from auto-acknowledgements, these articles are accessible by agents in the Agent Console, based on the
activity on which they are working. Once selected, agents can then use the articles in their replies.
For Email activities, the standard articles are:
Headers, Footers, Signatures, and Greetings: Short introductory and closing statements or images
that agents can use in their responses to customers. After creating the articles associate them with a
queue. When an email from the queue is assigned to the agent, the text of the articles is automatically
added to the text editor in the Reply pane.
Auto-Acknowledgements: Messages that can be created and used in inbound workflows as a reply that
is automatically sent to customers at the time an email enters the workflow. These articles are only used
in workflows and cannot be accessed from the Agent Console. For more information on how to use
auto-acknowledgements in workflows, see “Configuring the Auto-Acknowledgement Node” on
page 210.
It is important to note that the headers, greetings, footers, and signatures must be mapped to a queue. Only
the mapped articles are made available in the Agent Console. For more information, see “Editing Queues”
on page 51.
Important:
If your system is integrated with Cisco WXM, be aware that a survey link is
automatically appended to the end of the email reply message below where a footer and signature
would be used in an email reply.
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Changing Language
To change the language:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Email > Auto-Acknowledgements, Headers, Footers, Signatures, or
Greetings.
3. From the Actions button, select the Change Language option.
4. In the Change Language window, select from the languages assigned to you. The articles are displayed in
the selected languages.
Creating Articles
To create an article:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Email > Auto-Acknowledgements, Headers, Footers, Signatures, or
Greetings.
3. In the workspace, click the New button.
4. On the Create page, provide the following:
Name: A name for the article.
Description: A description of the article.
Assets for Email 163
Language: The language of the article. This is set to the language in which you are accessing the
articles and cannot be changed. For more information about changing the access language, see
“Changing Language” on page 162.
sample auto-acknowledgement
5. Add the content of the article in the Content tab.
Create content
6. Add attachments to articles from the Attachments tab.
164 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
7. Click the Save button.
Using Macros in Articles
Macros are shortcuts that are assigned to business objects. Macros allow users to single-source frequently used
content by inserting a macro within an article, and agents to quickly add articles to their responses. Use macros
to substitute lengthy or dynamic content with short values. Macros expand when the response is sent out.
Article macros and business macros can be added to the content of articles. For more information about business
macros, see Enterprise Chat and Email Administrator’s Guide to Administration Console for PCCE.
To use macros in an article:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Email > Auto-Acknowledgements, Headers, Footers, Signatures, or
Greetings.
3. In the workspace, select an article to edit or create a article.
4. Navigate to the Content tab. You can add the macros to the content in any one of the following ways:
Click the Add macro button in the Text box toolbar. The Select Macro window appears. From the
window select the macro you want to use in the article. If you want to expand the macro, click the
Expand macro button.
If you know the name of the macro, in the text box, type the macro name preceded by two single
reversed prime characters (‘). The macro is expanded when the article is being sent or when you are
previewing the article.
Deleting Articles
To delete an article:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Email > Auto-Acknowledgements, Headers, Footers, Signatures, or
Greetings.
3. From the Actions field, select the Delete option.
Copying Articles
To copy an article:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Email > Auto-Acknowledgements, Headers, Footers, Signatures, or
Greetings.
Important:
Articles cannot be deleted if they are used in a queue or workflow.
Assets for Email 165
3. From the Actions field, select the Create Copy option. The page to create the article opens with the
description, content, and attachments copied from the original article.
Previewing Content
To preview content:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Email > Auto-Acknowledgements, Headers, Footers, Signatures, or
Greetings.
3. From the List, click the article you want to preview.
4. On the edit page, click the Preview button.
The preview window shows the content.
Adding and Viewing Notes
To add and view notes:
1. In the department level top menu, click the Apps option.
2. In the Left menu, navigate to Email > Auto-Acknowledgements, Headers, Footers, Signatures, or
Greetings.
3. From the list page, click the article you want to add notes to.
4. On the edit page, click the Notes button.
5. In the View Notes window, add new notes and view or delete existing notes.
Aliases 167
This chapter will assist you with setting up aliases.
About Aliases
Aliases are business objects in the application that map to email addresses that customers use to contact your
company. They function as entry and exit points for emails processed by the system, and are configured almost
like an email client. Design your aliases in such a way that they become the first step in meaningfully separating
the different types of inquiries received by your company. For example, a bank may decide to create separate
email addresses for inquiries about the different kinds of services they provide, such as accounts, home loans, car
loans, mutual funds, etc. This bank would create the following email addresses, and corresponding aliases:
[email protected], loans@yourbank.com, mfunds@yourbank.com and so on.
Once an alias is configured, the Retriever Service is set up to retrieve emails that arrive at the email server, and
bring them into the system. Workflows then act on them to create activities, send auto-responses, set service
levels and route activities to queues and agents. For more information about workflows and routing, refer to the
Enterprise Chat and Email Administrator’s Guide to Routing and Workflows.
Basic authenticated email aliases can be added to email accounts to convert them to OAuth authenticated aliases.
For more information, see “Email Accounts” on page 174
Creating Aliases
Before you create an alias, verify that the corresponding email address has been created on the email server. You
will require the server type, server name, and user name and password for the email account, while creating the
alias.
To create an alias:
1. In the Department-level top menu, click the Apps option.
2. In the left menu, navigate to Email > Aliases.
3. Click the New button.
4. In the General tab and provide the following details.
Name: Type the name of the alias. This is required information.
Email address: Type the email address for the alias. This is required information. The email address
you provide here should be first created on the incoming email server.
Status: Select the status of the alias. By default the status of an alias is set as active. For more details,
see “Changing the Status of Aliases” on page 172.
Default alias: Click the toggle switch to set the alias as the default alias for the department. When an
agent composes a new email, the default alias is selected as the From address for the email. The default
email address is also used for activities transferred to this department from other departments, if the
value of the setting ‘Set “From” email address for email activities transferred between departments’ is
set to “Use default alias of destination department”. For details about the setting, see Enterprise Chat
and Email Administrator’s Guide.
168 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Description: Type a brief description of the alias.
Automatic BCC: Type the email address to which you want to send a BCC copy of the email. Only one
BCC address may be used. Whenever an email is sent out from this alias, a BCC copy of that email is
automatically sent to this address. You can use this option when you want to review later the replies sent
out from a particular alias.
Send mail to: Use this field to specify an email address to which all outgoing emails from this alias
should be sent. If a value is entered in this field, no outgoing email from this alias will reach its original
intended recipient. When an agent replies to a customer email, the reply is sent to the email address
specified in this field, and not to the customer’s email address. Enter values in this field only while
testing the system. Make sure that after testing the alias, you clear the values in this field.
Redirection Email Addresses: If you are redirecting emails from other email addresses to this alias,
then provide the list of those addresses. Separate the list of addresses using a semicolon. While replying
to emails, in the From field, agents will by default see the redirection email address from where the
email came in the system.
Set general properties
5. In the Servers tab and provide the details of the incoming and outgoing servers to be used for the alias.
In the Incoming section, provide the following details. All the fields are required.
Server type: Select the server type you want to use. By default POP3 is selected. The options
available are POP3 and IMAP.
Important:
The default alias should be an active alias. Only one alias can be set as the default
alias for each department.
Important:
If you provide email addresses in both the Automatic BCC and Send mail to fields, the
email is sent only to the address given in the Send mail to field.
Aliases 169
Server name: Type the name of the server.
User name: Type the user name of the email account.
Password: Type the password of the email account.
Verify password: Verify the password.
Connection type: Select one of the following options. Note: The port value changes based on the
connection type.
●
Plain text: Set the retriever service to work with a mail server that does not use SSL or TLS
authentication.
●
SSL: Enable the retriever service to work with an SSL enabled mail server.
●
TLS: Enable the retriever service to work with an TLS enabled mail server.
Port: Provide the port used by the services server to connect to the IMAP or POP3 server. The field
is pre-filled with a port number based on the type of server and configuration selected. The default
ports are:
●
POP3, with Plain text: 110
●
POP3, with SSL: 995
●
POP3, with TLS: 995
●
IMAP, with Plain text: 143
●
IMAP, with SSL: 993
●
IMAP, with TLS: 993
Folder: The folder from which emails are fetched. By default, “inbox” is selected. This can be
changed to a different folder if IMAP protocol is selected.
Configure incoming server
Next, in the Outgoing section, provide the following details:
170 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Server type: Select the server type you want to use. By default SMTP is selected. The options
available are SMTP and ESMTP.
Server name: Type the name of the server.
The following three options are enabled only if the server type is set as ESMTP in the Server type field.
User name (ESMTP): Type the user name.
Password: Type the password.
Verify password: Verify the password.
Use SMTP: If your server type is ESMTP, then you can optionally use the SMTP server when the
ESMTP server authentication fails. Select Never if you do not want to use the SMTP server. The
options available are Never and When authorization fails. This field is enabled only if the server
type is set as ESMTP in the Server type field.
Connection type: Select one of the following options. Note: The port value changes based on the
connection type.
●
Plain Text: Set the dispatcher service to work with a mail server that does not use SSL or TLS
authentication.
●
SSL: Enable the dispatcher service to work with an SSL enabled mail server.
●
TLS: Enable the dispatcher service to work with an TLS enabled mail server.
Port: Provide the port used by the services server to connect to the SMTP or ESMTP server. The
field is pre-filled with a port number based on the type of server and configuration selected. The
default ports are:
●
SMTP, with Plain text: 25
●
SMTP, with SSL: 465
●
SMTP, with TLS: 587
●
ESMTP, with Plain text: 25
●
ESMTP, with SSL: 465
●
ESMTP, with TLS: 587
Aliases 171
Configure outgoing server
6. Click the Save button.
After creating an alias, add the new alias to a retriever service instance. Then, restart the retriever service
instance. Now, use the alias in an inbound workflow. For more details on workflows, see “Workflows” on
page 196.
Deleting Aliases
Messages sent to a deleted alias are not received by the system even if the email address to which it maps
continues to exist on the mail server.
You cannot delete an alias, if:
It is configured as the default alias.
It is associated with a retriever service instance.
It is used in an inbound workflow.
If any replies are sent out from a deleted alias, they go out using the default SMTP preferences. For this,
make sure you have set the following six default SMTP settings at the global level. For more information
about working with settings, see “Assets for Email” on page 149.
Default SMTP Server
Default SMTP protocol
Default SMTP Port
SMTP Flag
172 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Default SMTP user name
Default SMTP password
If these settings are not configured, replies from deleted aliases are not sent out to customers.
To delete an alias:
1. In the Department-level top menu, click the Apps option.
2. In the left menu, navigate to Email > Aliases.
3. In the list, hover your mouse over the alias you wish to remove and click the Delete button.
4. A message appears asking to confirm the deletion. Click Yes to delete the alias.
When you delete an alias, the Retriever Service and Dispatcher Service instances associated with that alias
need to be restarted for the changes to take effect.
Changing the Status of Aliases
Administrators can change the status of an alias. The system can also automatically set an alias to be active or
inactive. The retriever tries to connect to an alias three times, and after the third failed attempt, it makes the alias
inactive.
For the following two conditions, the retriever makes an alias inactive and then tries to connect to the alias after
ten minutes. If it is able to connect, the retriever makes the alias active again and starts retrieving emails.
POP3 server is not available because of a problem with the network, or if the server appears to be stopped.
A user is logged in to the mailbox through telnet or through another external email client.
For the following two conditions, the retriever makes the alias inactive and does not try to connect again. The
administrator has to manually fix the problem, and make the alias active.
POP3 or IMAP service is not started on the POP3 or IMAP servers.
The authentication details provided for the alias are incorrect.
To change the status of an alias:
1. In the Department-level top menu, click the Apps option.
2. In the left menu, navigate to Email > Aliases.
3. Select an alias.
4. In the General tab and change the status of the alias by clicking the toggle switch in the Status field.
If set to active, the retriever retrieves incoming emails from this alias and the dispatcher dispatches
outgoing emails from the alias. By default the status of an alias is set as active.
If you make an alias inactive, the retriever does not retrieve incoming emails from this alias, but the
dispatcher dispatches outgoing emails from the alias.
5. Click the Save button.
Aliases 173
Email Accounts 175
About Email Accounts
You can use the OAuth 2.0 authentication service (provided by Azure Active Directory) to enable your
application to connect with IMAP, POP or SMTP protocols to send and receive emails in a more secure way.
Email accounts allow you to create or add OAuth authenticated aliases. These email accounts are associated with
the OAuth applications registered with Microsoft Azure Active Directory.
To use the OAuth 2.0 authentication for email, perform the following tasks:
1. Register your application with Azure Active Directory (page 175).
2. Configure an OAuth application in the Administration Console (page 177).
3. Configure an email account and add email aliases to it (page 179).
4. Test connection for the email account (page 182).
Registering Applications with Azure Active Directory
Before using OAuth 2.0 authentication with your application, you must register your application with Azure
Active Directory. Once the registration is complete, you will get the client ID, tenant ID and Value of the client
secret. For more information, see Register an application with the Microsoft identity platform.
You need to perform the following tasks:
Register an application on the Azure portal (page 175).
Add a client secret (page 176).
Assign API permissions to the registered application (page 177).
Registering an Application
To register an application with Azure Active Directory:
1. Sign in to the Azure portal.
2. Search for and select Azure Active Directory.
3. Under Manage, select App registrations > New registration.
4. In the Register an application page, provide the following details:
Name: Provide a user-facing display name for the application.
Supported Account Types: Select the Accounts in this organizational directory only (Single
tenant) option.
Important:
While configuring an email account, in order to communicate to the mailbox, you need
to ensure that the following URLs have been provided accessibility and connectivity from the
Application server and the Services server: *.office365.com and *login.microsoftonline.com.
176 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Redirect URL: Provide the Redirect URL in the following format:
https://
ECE_Web_Server_or_Load_Balancer_Server/Context_Name
/web/view/mail/admin/accou
nt/showauthcode.jsp
. For example,
https://sample.company.com/system/web/view/mail/admin/account/showauthcode.j
sp
. This is the URL of the page where the authorization code is generated after successful
authentication.
5. Click Register.
The Overview pane opens after the application is registered. The following information is displayed for the
registered application:
Application (client) ID (also called the client ID): This value uniquely identifies your application in
the Microsoft identity platform.
Directory (tenant) ID (also called the tenant ID)
Adding Client Secret
A client secret is a secret string that is used by the application to prove its identity when requesting a token.
To add a client secret:
1. Sign in to the Azure portal.
2. Search for and select Azure Active Directory.
3. Under Manage, click App registrations and select the application that you registered with Azure Active
Directory (page 175).
4. Now, under Manage, select Certificates & secrets > New client secret.
5. In the Add a client secret page, provide the following details:
Description: Add a description for your client secret.
Expires: From the dropdown, select an expiration for the secret or specify a custom lifetime. You can
select from the following options:
Recommended: 6 months
3 months
12 months
18 months
24 months
Custom: You can provide a custom start and end date.
6. Click the Add button.
Important:
Record the client ID and tenant ID. This information is used while configuring the
OAuth Application in the Administration Console (page 177).
Important:
Client secret lifetime is limited to two years (24 months) or less. You cannot specify a
custom lifetime longer than 24 months.
Email Accounts 177
The client secret Value and Secret ID is displayed.
Assigning API Permissions
To assign API permissions:
1. Sign in to the Azure portal.
2. Search for and select Azure Active Directory.
3. Under Manage, click App registrations and select the application that you registered with Azure Active
Directory (page 175).
4. Now, under Manage, select API Permissions > Microsoft Graph > Delegated permissions.
5. In the Request API page, select the following delegated permissions:
IMAP.AccessAsUser.All
Mail.Read
Mail.Read.Shared
Mail.ReadWrite
Mail.ReadWrite.Shared
Mail.Send
Mail.Send.Shared
offline_access
POP.AccessAsUser.All
SMTP.Send
User.Read
6. Click the Update Permissions button.
Configuring OAuth Applications
After registering your application with the Azure Active Directory, configure your application details in the
Administration Console.
To configure an OAuth application:
1. Sign in to the legacy ECE Administration Console as a partition administrator.
2. In the Tree pane, browse to Administration > Partition:
Partition Name
> Email > OAuth Applications.
3. In the List pane toolbar, click the New button
Important:
Record the Value of the client secret as it is masked after you leave the page. This
information is used while configuring the OAuth Application in the Administration Console
(page 177).
178 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
4. In the Properties pane, provide the following details:
Name: The name for the configuration.
Description: Provide a brief description.
Provider: Select Microsoft Office 365.
Endpoint: Select Worldwide.
Tenant ID: Provide the tenant ID assigned by Azure Active Directory. For more information
see, “Registering an Application” on page 175
Client ID: Provide the client ID assigned by Azure Active Directory. For more information
see, “Registering an Application” on page 175
Client Secret: Provide the Client secret value. For more information see, “Adding Client Secret” on
page 176
Configure the general properties of the OAuth Application
5. Click the Save button.
Deleting OAuth Applications
You cannot delete an OAuth application, if it is used in email accounts.
To delete an email account:
1. Sign in to the legacy ECE Administration Console as a partition administrator.
2. In the Tree pane, browse to Administration > Partition:
Partition Name
> Email > OAuth Applications.
3. In the List pane, select the OAuth application you want to delete.
4. In the list pane toolbar, click the Delete button.
5. You are prompted to confirm the deletion. Click OK to delete the OAuth Application.
Email Accounts 179
Configuring Email Accounts
After configuring the OAuth applications, you need to create email accounts (page 179) and add email aliases
(page 180) to them.
Before configuring the email accounts, perform the following tasks:
Configure the Web Server URL and Load Balancer URL partition setting to generate the authorization code.
Ensure that the FQDN (Fully Qualified Domain Name) used in the Web Server URL must match the FQDN
used in the Redirect URL configured in the Azure Active Directory.
Administrator must log into the ECE Administration Console using the same FQDN as inputted in the Web
Server URL.
Creating Email Accounts
To create an email account:
1. Sign in to the legacy ECE Administration Console as a department administrator.
2. In the Tree pane, browse to Administration > Department:
Department Name
> Email > Accounts.
3. In the List pane toolbar, click the New button
4. In the Properties pane, under the General tab, provide the following details:
Account Name: The name for the account.
Account Description: A brief description of the account.
Status: Select Active to make the account active. By default the status of an account is set as Active.
OAuth Registered App: Select the OAuth application, configured at the partition level. For more
information, see “Configuring OAuth Applications” on page 177. Note that you can map an OAuth
application to multiple email accounts.
Server Type: Select the server type you want to use. The options available are: POP3 and SMTP and
IMAP and SMTP.
Address: The value is set as outlook.office365.com when an OAuth Registered App is selected. This
value cannot be changed.
Authentication Type: The value is set as OAuth 2.0 and it cannot be changed.
Authentication Token: Click the Assistance button to generate the authorization code. On the
Microsoft Sign in page, log into the Microsoft account associated with the registered application and
accept the permissions requested to generate the authorization code. Once the authorization is complete,
a page is displayed with the authorization code.
180 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Authorization code: Paste the authorization code.
Configure the general properties of the Email Account
5. Click the Save button.
Once the account is saved, the Email Address tab (page 179) and the Test Connection (page 182) button in
the Properties pane toolbar are enabled.
Adding Email Aliases
Under the Email Address tab, you can either create new email aliases (page 180) or you can add existing email
aliases, under basic authentication, to email accounts to convert them into OAuth authentication (page 182).
After the existing aliases are added to the email accounts, they are no longer available in the Aliases list. To
know more about creating basic authenticated aliases, see “Aliases” on page 166.
Adding new email aliases
To add a new email alias:
1. Sign in to the legacy ECE Administration Console as a department administrator.
2. In the Tree pane, browse to Administration > Department:
Department Name
> Email > Accounts.
3. In the List pane, select the account to which you want to add a new email alias.
4. In the Properties pane, under the Email Address tab, click the New button.
5. In the Add a New Alias window, provide the following details:
Email address: Type the email address for the alias. This is required information. The email address
you provide here should be first created on the incoming email server.
Status: Select Active.
Automatic BCC: Type the email address to which you want to send a BCC copy of the email. Only one
BCC address may be used. Whenever an email is sent out from this alias, a BCC copy of that email is
Email Accounts 181
automatically sent to this address. You can use this option when you want to review later the replies sent
out from a particular alias.
Send Email To: Specify the email address to which the outgoing emails from this alias should go.
Whenever an agent replies to a customer email, the reply is sent only to the email address specified in
the Send Email To field and not to the customer email address. You can use this option to test that the
alias has been configured properly and to test workflows. Make sure that after testing the alias you make
this field empty.
Default alias: Select Yes to make this alias the default alias for the department. When an agent
composes a new email, the default alias is selected as the From address for the email. The default email
address is also used for activities transferred to this department from other departments, if the value of
the setting Set “From” email address for email activities transferred between departments is set to
Use default alias of destination department.
Redirection Email Addresses: List the email addresses from where you want to redirect the emails to
this email address. Separate the list of email addresses using a semicolon. While replying to emails, in
the From field, agents will by default see the redirection email address from where the email came in
the system.
Folder: The folder from which emails are fetched. By default, inbox is selected. This can be changed to
a different folder if IMAP protocol is selected.
Shared Mailbox: To add shared mailboxes as aliases to email accounts, select Yes. The default value is
No.
Add a new alias to the Email Account
6. Click Save.
Important:
If you provide email addresses in both Automatic BCC and Send Email To fields, then
the email is sent only to the address given in the Send Email To field.
Important:
A default alias should also be active and for each department only one alias can be the
default alias.
182 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Adding existing email aliases
To add an existing alias:
1. Sign in to the legacy ECE Administration Console as a department administrator.
2. In the Tree pane, browse to Administration > Department:
Department Name
> Email > Accounts.
3. In the List pane, select the account to which you want to add an existing basic authenticated email alias.
4. In the Properties pane, under the email address tab, click the Add Existing Email Address button.
5. In the Add Existing Aliases window, from the list of existing email aliases in the department, click the
check boxes next to the email aliases you want to convert to OAuth authenticated aliases.
6. Click OK. The aliases are validated and then added to the account. When an alias, which does not belong to
the email account, is added, an error is shown.
Add an existing alias to the Email Account
Testing Connections for Email Accounts
After creating and saving an email account, the Test Connection button on the properties pane toolbar is
enabled. It is used to test the validity of an email account.
An email account can become invalid due to the following reasons:
When the generated authorization code is revoked or has expired.
When the email aliases no longer belong to the account.
When the permissions granted to the OAuth application are revoked.
To test the connection for an email account:
1. Sign in to the legacy ECE Administration Console as a department administrator.
2. In the Tree pane, browse to Administration > Department:
Department Name
> Email > Accounts.
Email Accounts 183
3. In the List pane, select an existing email account.
4. In the Properties pane toolbar, click the Test Connection button to test the validity of the account. If the
email account is valid, the following message pops up:
Connection established successfully.
If
the account is rendered invalid, an error message is shown.
Removing linked Aliases from Email Accounts
To delete an email account, it is imperative to remove linked email aliases. When email aliases are removed from
an email account, any aliases that are moved from basic authentication to OAuth authentication, are converted
back to basic authentication. These aliases become available in the Aliases list in an inactive state. The newly
added OAuth authenticated aliases are deleted permanently.
You cannot delete an email account, if an alias added to the email account:
Is configured as the default alias and is in the active state.
Is associated with a retriever service instance.
Is used in an inbound workflow.
To remove an alias from an email account:
1. Sign in to the legacy ECE Administration Console as a department administrator.
2. In the Tree pane, browse to Administration > Department:
Department Name
> Email > Accounts.
3. In the List pane, select the email account for which you want to remove the email aliases.
4. In the Properties pane, under the Email Address tab, click the Delete button to delete the email aliases
you want to remove.
5. You are prompted to confirm the deletion. Click OK.
Deleting Email Accounts
You can delete email accounts only after removing all linked email aliases from the account. For more
information, see “Removing linked Aliases from Email Accounts” on page 183
To delete an email account:
1. Sign in to the legacy ECE Administration Console as a department administrator.
2. In the Tree pane, browse to Administration > Department:
Department Name
> Email > Accounts.
3. In the List pane, select the email account you want to delete.
4. In the list pane toolbar, click the Delete button.
5. You are prompted to confirm the deletion. Click OK to delete the email account.
Blocked File Extensions 185
This chapter will assist you in understanding how to block specific file types from being processed by the
system.
About Blocked File Extensions
This is a security feature that allows you to selectively block certain types of attachments, which may contain
viruses, from entering the system. (For example,
.exe, .vbs, .js,
etc.) This feature works in conjunction
with department settings for email attachments. Using settings, the system can be configured to block all
attachments, block incoming and outgoing attachments, and delete or quarantine blocked attachments.
Along with setting the file extensions for blocking, you need to configure the following department settings for
this feature to work.
Block all attachments
Action on blocked attachments
For more information on working with settings, see “Assets for Email” on page 149.
Be aware that any file types that are blocked or allowed in the Attachments settings at the global level supercede
the blocked file extension rules set at the department level. For more information, see the Enterprise Chat and
Email Administrator’s Guide.
Configuring Blocked File Extensions
To configure a blocked file extension:
1. In the top menu, click Apps.
2. In the left menu, click Email > Blocked File Extension. This opens the Blocked File Extension space.
3. Click the New button or select the Blocked File Extension you wish to edit.
4. In the General tab, provide the following details.
Name: Type a name for the blocked file extension.
Blocked file extension: Type the file extension you want to block such as
.exe, .vbs, .js
.
186 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Description: Type a brief description.
Block file extensions
5. Click the Save button.
When you configure a blocked file extension, the Retriever Service instances need to be restarted for the
changes to take effect.
Deleting Blocked File Extensions
To delete a blocked file extension:
1. In the top menu, click Apps.
2. In the left menu, click Email > Blocked File Extensions. This opens the Blocked File Extension space.
3. In the List pane, click the Delete button next to the blocked file extension you want to delete.
4. A message appears asking to confirm the deletion. Click Yes to delete the blocked extension.
When you delete a blocked file extension, the Retriever Service instances need to be restarted for the
changes to take effect.
Blocking Attachments
You can block:
All incoming attachments
Blocked File Extensions 187
All incoming and outgoing attachments
Specific incoming attachments
Specific incoming and outgoing attachments
You cannot block only the outgoing attachments.
Blocking Specific Types of Attachments for Inbound Emails
To block specific types of attachments for inbound emails:
1. In the top menu, click Apps.
2. In the left menu, click Email > Settings. This opens the Settings page.
3. In the Email for scan setting, select Inbound emails only.
4. In the Block all attachments setting, select No.
5. In the Action on blocked attachments setting, select Quarantine or Delete.
Blocking Specific Types of Attachments for Inbound and Outbound
Emails
To block specific types of attachments for inbound and outbound emails:
1. In the top menu, click Apps.
2. In the left menu, click Email > Settings. This opens the Settings page.
3. In the Email for scan setting, select Both inbound and outbound emails.
4. In the Block all attachments setting, select No.
5. In the Action on blocked attachments setting, select Quarantine or Delete.
Blocking All Types of Attachments for Inbound Emails
To block all types of attachments for inbound emails:
1. In the top menu, click Apps.
1. In the left menu, click Email > Settings. This opens the Settings page.
2. In the Email for scan setting, select Inbound emails only.
3. In the Block all attachments setting, select Yes.
4. In the Action on blocked attachments setting, select Quarantine or Delete.
If you configure the setting, Block all attachments, to Yes, all attachments are blocked. Configuring file
extensions in the Email > Blocked File Extensions node, will not override this setting.
188 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Blocking All Types of Attachments for Inbound and Outbound Emails
To block all types of attachments for inbound and outbound emails:
1. In the Email for scan setting, select Both inbound and outbound emails.
2. In the Block all attachments setting, select Yes.
3. In the Action on blocked attachments setting, select Quarantine or Delete.
If you configure the setting, Block all attachments, to Yes, all attachments are blocked. Configuring file
extensions in the Email > Blocked File Extensions node, will not override this setting.
190 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
This chapter will assist you in understanding how to set up delivery exceptions.
About Delivery Exceptions
This feature allows you to handle emails that bounce back to the system because the original outgoing email
could not be delivered to the intended recipient. Emails can bounce back for a number of reasons, like an
incorrect email address, a customer mail box that has exceeded its storage limit, or network connectivity issues.
Such emails are processed using the delivery exception feature of the application.
Administrators create a list of delivery exception words and phrases, like
Out of office, mail-daemon,
etc., that may appear in the email subject line or email addresses which indicate that an email is a bounce back.
If the system finds any of these phrases, it treats the email as a bounced back email. Regular emails that contain
phrases configured for delivery exception are also categorized as bounced back emails, and treated as such.
Bouncebacks are of two types:
Permanent: Indicates that an irreparable reason, such as an invalid email address, caused the email to
bounce back. These are permanent failure conditions and any email sent to such email address would always
bounce back.
Temporary: Indicates that a temporary reason, such as an out of office reply or a temporary unavailability
of the destination server caused the email to bounce back. The inference here is that should the emails be
sent again, there is a chance that they may be delivered.
When the retriever picks up an email, it checks it for delivery exception words and phrases configured in the
system. If the email address or subject contains any of those words, the activity subtype is changed to Email-
permanent undeliverable or Email-temporary undeliverable, based on the failure type configured for that
word or phrase, and the email activity is sent to the exception queue by the standard start workflow. These
activities can be processed from the exception queue by a user with the appropriate permissions. Workflows can
also be configured to process activities that are routed to the exception queue.
Address-type delivery exceptions work by checking the part of the email address before the “at” @ character and
excludes the “at” @ character. For example, administrators can configure the term, ‘postmaster’ as an address-
type delivery exception. This would then be compared against the from email address of the incoming email and
checked. For example, email addresses such as
postmaste[email protected]
and
mail-
postmast[email protected]
would be confirmed as delivery exceptions while
exceptio[email protected]
would not.
The application comes with some default delivery exception instances. Should you need to create other instances
of delivery exception, you can easily do so from the Delivery Exceptions space. For a list of default delivery
exceptions, see “Appendix A: Predefined Delivery Exceptions” on page 236.
Configuring Delivery Exceptions
To configure a delivery exception:
1. Select Apps from the top menu.
2. Select Email > Delivery Exceptions from the left menu. This opens the Delivery Exceptions space.
Delivery Exceptions 191
3. Click the New button or select the Delivery Exception you want to edit.
4. In the Properties pane, on the General tab, and provide the following details:
Name: Type a name for the delivery exception.
Type: Select the type from the dropdown list. Options available are:
Address
Subject
Phrase: Type the phrase you want the system to check for.
Failure: Select the type of failure from the dropdown list. The options available are:
Permanent
Temporary
Description: Provide a brief description.
Create a new delivery exception
5. Click the Save button.
After configuring the delivery exception phrases, you need to stop and restart the email Retriever instance to
update the system accordingly.
Important:
The “at” @ character must not be included in the exception phrase.
192 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Deleting Delivery Exceptions
To delete a delivery exception:
1. Select Apps from the top menu.
2. Select Email > Delivery Exceptions from the left menu. This opens the Delivery Exceptions space.
3. In the List page, click the Delete button next to the delivery exception you want to delete.
4. A message appears asking to confirm the deletion. Click Yes to delete the delivery exception.
When you delete a delivery exception, the Retriever Service instances need to be restarted for the changes to
take effect.
Important:
If you delete a system provided delivery exception phrase, it gets deleted from all
departments in the system.
194 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
This chapter will help you configure service levels.
About Service Levels
Service levels allow you to set up response time expectations for incoming customer service interactions. Service
levels can be defined for cases and all activities other than chat activities. Once defined, they are used in
workflows to influence activity routing. Service level performance reports are available in the Reports Console.
Creating Service Levels
To create a service level:
1. In the top menu, select Business Rules.
2. Select Service Levels from the left menu.
3. Click the New button.
4. In the General tab, provide the following details.
Name: Type the name of the service level.
Description: Provide a brief description.
Set general properties
5. Next, click the Durations tab and specify the service level for various type of work units. They are:
Email: Specify the service level in minutes or business hours.
Service Levels 195
Case: Specify the service level in minutes or business hours.
Set durations
6. Click the Save button.
Deleting Service Levels
To delete a service level:
1. In the top menu, select Business Rules.
2. Select Service Levels from the left menu.
3. In the List pane, click the Delete button next to the service level you want to delete.
4. Click the Yes button when the system prompts you to confirm the deletion.
Important:
Before deleting a service level, make sure that it is not used in any workflow.
Workflows 197
Workflows can only be viewed or edited from the legacy Administration Console. You will need Internet
Explorer and Java to access the legacy Administration Console and to configure workflows. For details about
preparing the desktop for doing this task, see Enterprise Chat and Email Browser Settings Guide.
About Workflows
Workflows provide a mechanism for applying a sequence of rules on activities. Flexible and easy to use, they
allow administrators to define rules to modify business objects, automate the progression of activities through
the system, raise alarms and send notifications about the status of activities, and so on.
Visually, a workflow is defined as a set of interconnected nodes created with the help of the Workflow Editor.
Each node contains definitions of a list of rules that are applied as an activity passes through that node. Each rule
consists of a set of conditions along with the set of actions to be performed when the conditions evaluate to true
or false.
Types of Workflows
There are three types of workflows:
Alarm workflows
Inbound workflows for email activities
Outbound workflows
Alarm Workflows
Configure alarm workflows to process activities in the system and perform actions such as notifications,
reassignments, and so on, depending on the specified conditions. Alarm workflows can also route activities from
queues or users to other queues or users. Alarm workflows are typically used to provide customer service based
on customer value. Alarm workflows act on all activities except for chat activities.
Additional workflows can be configured to work on activities processed by the alarm workflows.
Alarm workflows can be run on:
Users
Queues
Each department comes with a default alarm workflow. It is:
Exception Queue Alarm Workflow: A workflow configured to send notifications when activities are
routed to the exception queue because of workflow errors encountered while processing activities. This
workflow is active by default and it runs every 12 hours to check if there are any activities with the substatus
“Workflow-Error” in the exception queue. If any such activities are found, a notification email with the list
of activity IDs is sent. The notification email is sent to the address specified in the “To address: for
Notification for services” setting. This is the default configuration of the workflow; however it can be
changed to meet your business needs. Although it is possible to delete the workflow, it should not be deleted.
If you do not wish to use the workflow, make it inactive.
198 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
For some sample workflows, see “Sample Workflows” on page 225.
Inbound Workflows for Email Activities
Inbound workflows define rules for all emails coming in to the system. Some special inbound workflows also
route activities transferred from other departments.
Activities from inbound workflows can be routed to:
Users
Queues
Other inbound workflows
Other departments
Each department comes with three default inbound workflows. You can also create your own workflows.
The three default workflows are as follows:
1. Start Workflow - Standard: The first workflow that acts on all new, incoming activities. This workflow is
ignored for activities transferred from other departments.
The system provided workflow creates a new case for activities that do not have a case, and for activities
which already have cases, it associates the activities with the existing cases. If the existing case is closed, the
workflow reopens the case and assigns the activity to the reopened case. Then, the workflow checks if the
incoming activities are bounce backs, and routes such activities to the Exception queue. This is the default
behavior of the workflow and it can be changed to meet your business needs; however it cannot be made
inactive.
2. Start Workflow - Transfer: This workflow is responsible for processing activities transferred from other
departments. Users from other departments can transfer activities only to the departments that have active
transfer workflows.
The system provides a blank transfer workflow. You can modify the workflow according to your business
requirements.
3. Finish Workflow: This workflow applies on activities only if no user-defined inbound workflow has been
applied to the activity. For example, if you have configured three aliases in your department and you have
configured inbound workflow for only one alias, the activities from that alias are handled by the configured
inbound workflow. Activities from the other two alias are handled by the finish workflow.
The system provides a blank finish workflow. You can modify the workflow according to your requirements.
You can choose not to use the finish workflow.
For some sample workflows, see “Sample Workflows” on page 225.
In addition to the pre-packaged workflows, new workflows can be defined in a department. Also, workflows can
be chained in such a way that one workflow takes over the processing of activities after another one has finished.
If there are no inbound workflows configured in a department, or if the inbound workflows are marked inactive,
all the incoming activities coming to the aliases configured in the system are moved to the exception queue after
an hour.
Workflows 199
Outbound Workflows
An outbound workflow identifies the set of rules that are applied on activities generated when email responses
are sent out. The outbound workflow is primarily used to review and enforce the quality of outbound email
responses.
Outbound workflows are applied on outbound email responses generated by a configured set of users or user
groups. They can also be configured to apply on responses to activities that belong to certain queues. However,
outbound workflows are not applicable to emails forwarded and redirected from the system.
When there are multiple outbound workflows configured in a department, and an activity qualifies for all the
workflows, then the workflow for a user take precedence over the workflow for a user group, and the workflow
for the user group takes precedence over the queue. For example, if there is one workflow for a user group and
another workflow for a queue, and the user from the user group defined in the workflow sends out an email,
which belongs to the queue defined in the other workflow, then the workflow configured for the user group will
act on the activity, and the workflow for the queue will be ignored. Likewise, if there is another workflow
configured for the user, and an activity qualifies for all three workflows, then the workflow for the user group
and queue will be ignored and the workflow for the user will act on the activity.
Outbound Email Review Workflows
To ensure high quality replies to email inquiries, customer service managers may wish to review the content of
replies before they are sent out to customers. The outbound email review workflow can be used to set up a
supervisory loop that addresses this need. A supervisory loop allows you to route a reply from an agent to
another user – a supervisor - based on pre-determined conditions, before the reply leaves the system. The
supervisor can then accept the reply, sending the email to the customer, or reject it, returning it to the original
agent for revision. During this process, supervisors can edit replies, modify attachments, and provide feedback to
the agent using notes. Activities that are generated as part of the supervisory loop are not included in activity
reports.
Some important things to note about outbound email review workflows are:
The end node of an outbound email review workflow must be a queue. No other end nodes are supported.
You cannot configure multi-level supervision. Once a supervisor approves an email, the email is sent out of
the system. If another outbound workflow is configured for the supervisor, the email is processed by all the
nodes, but it is not routed to another queue. The email is sent out to the customer.
For details on creating workflows and workflow nodes, see:
“Creating Workflows” on page 201
“Configuring Nodes” on page 203
For some sample workflows, see “Sample Workflows” on page 225.
Workflow Editor
The visual Workflow Editor makes it easy to create workflows via a palette of nodes. Each node performs a
specific function. For example, the Service Level node allows service levels to be set at that point of the
workflow. Placing nodes on the workflow canvas and linking them with connectors creates a system workflow.
The Diagram tab in the property sheet of a workflow opens the Workflow Editor.
200 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
The following table lists the available workflow nodes.
List of nodes available in the Workflow Editor
Node Related information
Auto-acknowledge node
For details, see “Configuring the Auto-Acknowledgement Node” on page 210.
Alarm node
For details, see “Configuring the Alarm Node” on page 221.
Branch node
For details, see “Configuring the Branch Node” on page 223.
Filter node
For details, see “Configuring the Filter Node” on page 214.
Classification node
For details, see “Configuring the Classification Node” on page 212.
Completion node
For details, see “Configuring the Completion Node” on page 216.
Department node
For details, see “Configuring the Department Node” on page 215.
Modify object node
For details, see “Configuring the Modify Object Node” on page 218.
Queue node
For details, see “Configuring the Queue Node” on page 213.
Service level node
For details, see “Configuring the Service Level Node” on page 219.
Start node
For details, see the following:
“Configuring the Start Node in Inbound Workflows” on page 203
“Configuring the Start Node in Standard Start Workflow” on page 204
“Configuring the Start Node in the Standard Transfer Workflow” on page 206
“Configuring the Start Node in the Standard Finish Workflow” on page 207
“Configuring the Start Node for Alarm Workflows” on page 208
“Configuring the Start Node in Outbound Workflows” on page 209
Workflow node
For details, see “Configuring the Workflow Node” on page 217.
Workflows 201
Creating Workflows
To create a workflow:
1. In the Tree pane, browse to Administration > Department >
Department_Name
> Workflow > Workflows
>
Workflow Type.
2. In the List pane toolbar, click the New button.
3. In the Properties pane, on the General tab, provide the following details.
Name: Type the name of the workflow.
Description: Provide a brief description.
Active: From the dropdown list, select Yes to make the workflow active.
Set the general properties
4. Next, go to the Diagrams tab, and configure the workflow using the various nodes available in the Workflow
Editor toolbar.
a. First, add the nodes in the Workflow Editor. To add a node, click a node button in the Workflow
Editor toolbar, and then click in the Workflow Editor. The node is added in the Workflow Editor and
a window for configuring the node properties opens. For more details on setting up all the nodes, see
“Configuring Nodes” on page 203.
For nine nodes, you can also add a copy of the nodes created in other workflows or the same workflow.
To add a copy of a node, click the arrow next to the node button in the Workflow Editor toolbar, and
select the option to add a copy of the node.
b. After adding nodes, you need to connect them to determine the flow of the workflow. All nodes should
be connected to each other. A connector from one node can only point to one other node, but multiple
connectors can point towards the same node. In the Workflow Editor toolbar, click the Connect nodes
in workflow button. Then, click on the node and without releasing the mouse button, click on the
second node. A connector appears between the two nodes, indicating the flow of the workflow.
Important:
To apply a workflow on activities, you have to make the status active.
202 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
c. After you have created the workflow you can use the auto layout option to arrange the nodes neatly. In
the Workflow Editor toolbar, click the Autolayout nodes on canvas button. All the nodes in the
workflow are arranged systematically.
Layout the workflow
5. Click the Save button.
6. Click the Validate button to validate the workflow. A workflow is validated only if it is in active state. If you
have not completed creating the workflow and want to save whatever is done, you can do that by keeping the
workflow inactive.
7. Click the Audit button to view an audit trail of the users who have made changes to the workflow and the
date and time when the change was made.
Copying Workflows
Copy workflows to reuse existing workflows, and to test workflows. Users with the Create Workflow action can
copy workflows. The copied workflow is named as “Copy of
Workflow_Name
” and saved as an inactive
workflow, without a start node. In the copied workflow, add the start node, evaluate the end nodes to see if they
need to be changed, and when the workflow is ready, make it active. The time taken by the copying process
varies based on the size of the workflow, and the user cannot work in the application during this time.
Workflows cannot be copied across departments and the following three standard inbound workflows are not
available for copying: Start Workflow – Transfer, Start Workflow – Standard, and Finish Workflow.
To copy a workflow:
1. In the Tree pane, browse to Administration > Departments >
Department_Name
> Workflow >
Workflows >
Workflow_Type.
2. In the List pane, select the workflow you want to copy.
3. In the List pane toolbar, click the Copy button.
Workflows 203
4. A message appears notifying that based on the size of the workflow, the copy process might take some time,
and the user would not be able to use the application during the process. In the message, click Yes to create
a copy of the workflow.
After a copy of the workflow is created, a message is displayed that tells the name of the copied workflow.
In the copied workflow, add the start node, evaluate the end nodes to see if they need to be changed, and
when the workflow is ready, make it active.
Deleting Workflows
To delete a workflow:
1. In the Tree pane, browse to Administration > Departments >
Department_Name
> Workflow >
Workflows > Workflow Type.
2. In the List pane, select the workflow you want to delete.
3. In the List pane toolbar, click the Delete button.
Configuring Nodes
This section describes how to configure the various nodes in workflows.
Configuring the Start Node in Inbound Workflows
A start node is the starting point of a workflow and no workflow can be created without a start node. An inbound
workflow can have two types of start points - Alias and Workflow. All emails coming to an alias, specified as the
starting point of an inbound workflow, are routed by that workflow. You can add more than one aliases as the
start point of a workflow, but one alias can be a start point of only one inbound workflow. After saving a
workflow, if you add the workflow as an end node in another workflow, then the second workflow becomes the
start point of the first workflow. This means, that the activities routed by the second workflow are processed by
the first workflow. An inbound workflow can have both aliases and workflows as the start point.
A workflow can have only one start node.
The start node
To configure the start node in an inbound workflow:
1. In the Tree pane, browse to Administration > Departments >
Department_Name
> Workflow >
Workflows > Inbound.
Important:
Before deleting a workflow, ensure that it is not in use.
204 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
2. In the List pane, select an inbound workflow or create a new one.
3. In the Properties pane, on the Diagram tab, add the Start node in the Workflow Editor.
4. In the Add Start Node window, in the Start Points tab, select the email alias to be set as the start point for
this workflow. All emails coming to the selected alias are routed by this inbound workflow. You can add
more than one aliases as the start point of a workflow, but one alias can be a start point of only one inbound
workflow.
Select an alias as the start point
The Workflows tab is enabled only after a workflow is saved. After saving the workflow, if you add the
workflow as an end node in another workflow, then that workflow is listed in the Workflows tab. This
means, that the activities routed by the other workflow are processed by this workflow. An inbound
workflow can have both aliases and workflows as the start point.
View the workflows
5. Click the OK button to close the window.
Configuring the Start Node in Standard Start Workflow
A start node is the starting point of a workflow and no workflow can be created without a start node. In the start
node of a standard start workflow, you make the important decision of creating or not creating cases for each
incoming activity. By default, the node is configured to create a new case for activities that do not have a case
and for activities which already have a case, associates the activity with the existing case. If the existing case is
Workflows 205
already closed, the workflow reopens the case and assigns the activity to the reopened case. This is the default
configuration of the node and it can be changed to meet your business needs.
A workflow can have only one start node.
The Start node
To configure the start node in the standard start workflow:
1. In the Tree pane, browse to Administration > Departments >
Department_Name
> Workflow >
Workflows > Inbound.
2. In the List pane select Start Workflow - Standard.
3. In the Properties pane, on the Diagram tab, add the Start node in the Workflow Editor.
4. In the Add Start Node window, select one of the following options.
Always create a new case for the activity: If you select this options, all options, except for the option
to associate cases for activities that have existing cases, in the window are disabled.
Create a new case or assign to current case under the following conditions: If you select this option,
you can further specify the conditions when a case is to be created.
Specify what is to be done when an activity has an existing case and the case is open. The
following options are available:
●
Always associate this activity to open case
●
Always create new case
●
If the existing case has been open for more than n number of days, then create a new case else
associate to old case: You can specify the number of days to be considered for this option.
Now, specify what is to be done when an activity has an existing case and that case is closed. The
following options are available:
●
Always reopen the case and assign the activity to the case
●
Always create new case
206 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
●
If the existing case has been closed for more than
n
number of days, then create a new case
else associate to the old case. You can specify the number of days to be considered for this
option.
Set the start node for a standard start workflow
5. Lastly, you can associate two cases, if a new case was created for the activity that has an existing case. In the
Add Start Node window, select the If a new case was created for the activity that has an existing case,
then associate the two cases option.
6. Click the OK button to close the window.
Configuring the Start Node in the Standard Transfer Workflow
A start node is the starting point of a workflow and no workflow can be created without a start node. For the start
node of a transfer workflow, you do not need to configure any properties. All the activities that are transferred
from other departments form the start point of the transfer workflow.
A workflow can have only one start node.
The Start node
To configure the start node in the standard transfer workflow:
1. In the Tree pane, browse to Administration > Departments >
Department_Name
> Workflow >
Workflows > Inbound.
Workflows 207
2. In the List pane select Start Workflow - Transfer.
3. In the Properties pane, on the Diagram tab, add the Start node in the Workflow Editor.
4. In the Add Start Node window you will see a message that the transfer of activities from other departments
is controlled by permissions. No additional properties need to be set for this node of the workflow.
Set the start node for a standard transfer workflow
5. Click the OK button to close the window.
Configuring the Start Node in the Standard Finish Workflow
A start node is the starting point of a workflow and no workflow can be created without a start node. No
properties need to be set for the start node of a finish workflow. The start node of the standard finish workflow
picks up all the incoming activities that are not processed by any other custom inbound workflow. Activities are
routed to the finish workflow only after they are processed by the Standard - Start Workflow.
A workflow can have only one start node.
The start node
To configure the start node in a standard finish workflow:
1. In the Tree pane, browse to Administration > Departments >
Department_Name
> Workflow >
Workflows > Inbound.
2. In the List pane select Finish workflow.
3. In the Properties pane, on the Diagram tab, add the Start node in the Workflow Editor.
4. In the Add Start Node window you will see a message that the workflow will run only after the start
workflow has processed the activity. No additional properties need to be set for this node of the workflow.
Set the start node for a standard finish workflow
5. Click the OK button to close the window.
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Configuring the Start Node for Alarm Workflows
A start node is the starting point of a workflow and no workflow can be created without a start node. In the start
node of the alarm workflow, specify the objects you want to monitor. You can select from queues, users, and user
groups. Along with the objects, you have to specify the schedule when the alarm workflow should run. You can
run the alarm workflow only once or multiple times. Additionally, you can specify the end date and start date of
the scheduled alarm workflow.
A workflow can have only one start node.
The start node
To configure a start node for an alarm node:
1. In the Tree pane, browse to Administration > Departments >
Department_Name
> Workflow >
Workflows > Alarm.
2. In the List pane, select an alarm workflow or create a new one.
3. In the Properties pane, on the Diagram tab, add the Start node in the Workflow Editor.
4. In the Add Start Node window, on the Objects tab, select from the list of users, user groups, and queues.
Select from the users or queues
5. Next, in the Add Start Node window, on the Schedule tab, set the schedule for the alarm workflow. The
following options need to be set:
Specify the time or times that the workflow should be run: By default The workflow should be run
once at
Time Date
is selected. You can select from one of the following options.
The workflow should be run once at
Time Date
This workflow should be run multiple times
Specify the duration of the recurring workflow: Set the start date for the workflow. For the end date,
select from one of the following options.
No end date
End after
n
occurrences
End by the specified date
Specify the recurrence pattern of the workflow: Select one of the following options.
Workflows 209
Daily: Set the workflow to run:
●
Every
n
day
●
Every weekday
Weekly: Set the workflow to recur every
n
weeks on
the days of the week
Monthly: Set the workflow to run:
●
Day
n
of every
n
month
●
The first, second, third, fourth, or last
Day
of every
n
month
Yearly: Set the workflow to run:
●
Every
Month Date
●
Every first, second, third, fourth, or last
Day
of
Month
On the day that the workflow runs, run the workflow: Select one of the following options.
Once at
the specified time
Every
n
hours starting at
the specified time
and ending at
the specified time
Set the schedule for the alarm workflow
6. Click the OK button to close the window.
Configuring the Start Node in Outbound Workflows
A start node is the starting point of a workflow and no workflow can be created without a start node. The start
point of an outbound workflow can be a queue, a user, or a user group. You can select multiple objects as the
start point of the same workflow. Also, every workflow has a unique object as its start point. For example, the
same user cannot be a start point of two outbound workflows.
210 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
A workflow can have only one start node.
The start node
To configure a start node in an outbound workflow:
1. In the Tree pane, browse to Administration > Departments >
Department_Name
> Workflow >
Workflows > Outbound.
2. In the List pane, select an outbound workflow or create a new one.
3. In the Properties pane, on the Diagram tab, add the Start node in the Workflow Editor.
4. In the Add Start Node window, on the Start Points tab, select from the list of users, queues, and user groups.
Note that if you are creating a supervisory loop, the start node must be a user or user group.
The Workflows tab is enabled only after the workflow is saved. After saving the workflow, if you add this
workflow as an end node in another workflow, then that workflow is listed in the Workflows tab. This
means, that the activities routed by the other workflow are processed by this workflow.
View the workflows
5. Click the OK button to close the window.
Configuring the Auto-Acknowledgement Node
Use this node to automatically send acknowledgements for incoming emails. Auto-acknowledgement are emails
that are sent to customers when conditions set in the auto-acknowledgement node are met. Create the content for
these auto-acknowledgements in the form of articles. Then, configure the conditions under which auto-
Workflows 211
acknowledgments are to be sent to customers. You can configure a set of rules, and for each rule, configure a
different auto-acknowledgement.
The auto-acknowledgement node
To configure an auto-acknowledgement node:
1. In the Properties pane, on the Diagram tab, add the Auto-acknowledgement node in the Workflow Editor.
2. In the Auto Acknowledgement Rule Configuration window, provide the following details.
a. In the Name field, provide a name for the node.
b. In the Rule Name filed, provide a name for the rule and press the Enter Key. Select the rule name to
configure the rule properties.
c. Select one of the following options:
This rule is always true
This rule is true under the following conditions
If you have selected the This rule is true under the following conditions option, configure the
conditions when the rule is true. For a list of objects available for configuring the conditions, see
“Appendix B: Reference Information” on page 241.
d. Next, select the articles to be sent as an auto-acknowledgement if the conditions configured in the rule
are met. Click the Select Article button and from the Select Article window select articles for auto-
acknowledgement. You can select multiple articles and configure the order in which they should appear
in the reply. When the auto-acknowledgement is sent, all the selected articles are combined together in
the order they are selected and sent out as one email.
Likewise, you can create multiple rules.
e. If you have created more than one rule, use the Move Up and Move Down button to change the order
of the rules.
212 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
f. Lastly, you can also send an auto-acknowledgement if no rules are found true. Select the If no TRUE
rule is found, then send this article option, and select the articles to be sent as auto-
acknowledgement. Click the Select Article button, and from the Select Article window, select articles
for auto-acknowledgement.
Set the auto-acknowledgment node
3. Click the OK button to close the window.
Configuring the Classification Node
Use this node to automatically assign categories and resolution codes to activities processed by the workflow.
Create these classifications from the Codes and Classification space. Then, configure the conditions under
which classifications should be assigned to activities. You can configure a set of rules, and for each rule,
configure a different set of classifications to be assigned to activities.
The classification node
To configure a classification node:
1. In the Properties pane, on the Diagram tab, add the Classification node in the Workflow Editor.
2. In the Classification Rule Configuration window, provide the following details.
a. In the Name field, provide a name for the node.
b. In the Rule Name filed, provide a name for the rule and press the Enter Key. Select the rule name to
configure the rule properties.
c. On the Condition tab, select one of the following options:
This rule is always true
This rule is true under the following conditions
If you have selected the This rule is true under the following conditions option, configure the
conditions when the rule is true. For a list of objects available for configuring the conditions, see
“Appendix B: Reference Information” on page 241.
Workflows 213
d. Next, go the True tab and select the categories or resolution codes to be assigned to activities when the
conditions configured in the rule are met.
e. Next, go the False tab and select the categories or resolution codes to be assigned to activities when the
conditions configured in the rule are not met. The False tab is enabled only if you have selected the
This rule is true under the following conditions option on the Condition tab.
Likewise, you can create multiple rules.
f. If you have created more than one rule, use the Move Up and Move Down button to change the order
of the rules.
Set the classification node
3. Click the OK button to close the window.
Configuring the Queue Node
In this node, specify the queue to which activities should get routed after they are processed by a workflow.
Activities from queues are routed to agents based on the routing method defined in the queue. Queue node is a
terminating node of a workflow and you cannot add any nodes after it.
The queue node
The process of adding a queue node for outbound workflows is slightly different than for inbound workflows. In
outbound workflows, you must select whether the outbound email is routed to the queue for supervisory review
before or after a response has been sent to the customer.
If set to Before: The supervisor is able to review the response before it is sent. If the supervisor Approves
the response, it is sent to the customer. If the supervisor Rejects the response, it is sent back to the agent for
improvements.
If set to After: If a shorter SLA is high priority, set the queue to route the email After it has been sent, at
which point the supervisor can mark the agent’s response as Quality Met or Quality not Met.
214 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
To configure a queue node:
1. In the Properties pane, on the Diagram tab, add the Queue node in the Workflow Editor.
2. In the Select Queue window, select a queue.
Set the queue node
3. If the queue is being selected for an outbound workflow, select to route the response to the queue Before or
After the email has been sent out of the application.
4. Click the OK button to close the window.
Configuring the Filter Node
This node allows you to control the percentage of outgoing email activities that are sent to a location for review.
The filter node assists supervisors by reducing and controlling the total outbound agent emails to be reviewed for
quality assurance. An outbound email review workflow without the filter node sends all outgoing emails from a
user or queue to the target node in the workflow, while the filter node allows the administrator to control the
percentage of outgoing activities to be routed to the review destination. Rerouting of outgoing activities can be
done in increments of 5%.
The Filter Node
The filter node is only available while configuring outbound email workflows.
To configure a filter node:
1. In the Properties pane, on the Diagram tab, add the Filter node in the Workflow Editor.
2. In the Filter Rule Configuration window, perform the following:
a. Provide a name for the node.
Workflows 215
b. From the dropdown menu, select the percentage of emails to be randomly routed to the target node.
Select the target nodes and filter percentage
c. Select the target node to which the selected emails are routed. This object must already be present in
the workflow diagram area to be eligible. Click the Select Target button and from the Select Target
window select the target node. You can choose from the following nodes:
Queue
Workflow
Department
Completion
Auto-acknowledgement
Branch
Classification
Modify object
Service level
User
d. If necessary, select the option to route the remaining emails to an alternate target node and follow the
same steps of selecting a target.
3. Click OK.
Once you have configured the targets in the filter node, the filter node and target nodes are automatically
connected by arrows. The green arrow points to the target node to which the selected emails are routed. The red
arrow points to the alternate target node. These arrows cannot be added or removed manually. They are added or
removed automatically when you make changes to the filter node.
Configuring the Department Node
Use this node to route activities to other departments. Activities can be routed only to departments that are
shared with the current department, and that have active transfer workflows. Only such departments are available
216 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
in the department list. The department node is a terminating node of a workflow and you cannot add any nodes
after it. This node is not available in outbound workflows.
The department node
To configure a department node:
1. In the Properties pane, on the Diagram tab, add the Department node in the Workflow Editor.
2. In the Select Transfer Department window, select a department to which you want to transfer activities from
this workflow. Only the departments that are shared with the current department, and that have an active
Start Workflow - Transfer workflow, are available in this list.
Set the department node
3. Click the OK button to close the window.
Configuring the Completion Node
This node allows you to complete activities automatically. When activities reach this node, the status of the
activities is changed to “Completed”. Use this node only when you are sure that no additional work needs to be
done, and the activity can be completed automatically, without being viewed by any agent. No properties need to
be set for this node of the workflow.
The completion node
To configure a completion node:
1. In the Properties pane, on the Diagram tab, add the Completion node in the Workflow Editor.
Workflows 217
2. In the Add Set Completion Node window you will see a message that activities will be marked as completed
when they reach this node of the workflow. No additional properties need to be set.
Set the completion node
3. Click the OK button to close the window.
Configuring the Workflow Node
Use this node to specify the workflow to which activities should get routed after they have been processed by the
current workflow. Only workflows of the same type are available for routing activities, except for inbound
workflows, where you can route activities to both inbound and general workflows. Workflow node is a
terminating node of a workflow and you cannot add any nodes after it.
The workflow node
To configure a workflow node:
1. In the Properties pane, on the Diagram tab, add the Workflow node in the Workflow Editor.
2. In the Select Workflow window, select the workflow to which activities should get routed after they have
been processed by the current workflow. Only active workflows are available in this list.
Set the workflow node
3. Click the OK button to close the window.
218 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Configuring the Modify Object Node
Use this node to modify properties of the following objects - activities, cases, customers, emails and custom
activities.
The modify object node
To configure a modify object node:
1. In the Properties pane, on the Diagram tab, add the Modify Object node in the Workflow Editor.
2. In the Modify Object Rule Configuration window, provide the following details.
a. In the Name field, provide a name for the node.
b. In the Rule Name filed, provide a name for the rule and press the
ENTER key. Select the rule name to
configure the rule properties.
c. On the Condition tab, select one of the following options:
This rule is always true
This rule is true under the following conditions
If you have selected the This rule is true under the following conditions option, configure the
conditions when the rule is true. For a list of objects available for configuring the conditions, see
“Appendix B: Reference Information” on page 241.
Set conditions for the modify object node
d. Next, go to the True tab and select the object you want to modify, and specify the values for the
attributes that are to be modified. Through this node you can modify the following attributes of the
objects.
Activity: Activity priority, assigned to, description, due date, due date time, queue, subject
Case: Description, due date, due date time, owner, severity, solution description.
Email: Content, subject
Customer - common: Entitlements, how referred, industry, level, marketing segment, preferred
agent
Workflows 219
Customer - individual: Date of birth, employment status, first name, middle name, last name,
gender, job title, marital status
Customer - group: Customer name, group type, no. of members, region
Customer - organization: Customer name, no. of employees, region, sector type
There are four ways in which you can provide values for these attributes. They are:
Macro: The macro specified here is expanded and the value of the macro is assigned as the value
for the attribute.
Link: The data usage link specified here is executed and the value of the link is assigned as the
value for the attribute.
Constant: The value specified here is assigned directly as the value for the attribute.
Pattern: The pattern specified here is searched for in the body of the activity. The value
immediately following the pattern, till the end of the line, is assigned as the value for the attribute.
Configure the properties of the object to be modified
e. Next, go the False tab and select the object to be modified if the conditions configured in the rule are
not met. The False tab is enabled only if you have selected the This rule is true under the following
conditions option on the Condition tab. It is optional to configure the False tab.
Likewise, you can create multiple rules.
f. If you have created more than one rule, use the Move Up and Move Down button to change the order
of the rules.
3. Click the OK button to close the window.
Configuring the Service Level Node
Use this node to automatically set service levels for activities. Service levels allow you to set up response time
expectations for various emails and custom activities being processed by the workflow. Create the service levels
220 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
from the Service Levels space. Then, configure the conditions when a service level should be set for an activity
or case. You can configure a set of rules, and for each rule, configure a different service level.
The service level node
To configure a service level node:
1. In the Properties pane, on the Diagram tab, add the Service Level node in the Workflow Editor.
2. In the Service Level Rule Configuration window, provide the following details.
a. In the Name field, provide a name for the node.
b. In the Rule Name field, provide a name for the rule and press the Enter Key. Select the rule name to
configure the rule properties.
c. Select one of the following options:
This rule is always true
This rule is true under the following conditions
If you have selected the This rule is true under the following conditions option, configure the
conditions when the rule is true. For a list of objects available for configuring the conditions, see
“Appendix B: Reference Information” on page 241.
d. Next, select the service levels to be set for activities and cases, if the conditions configured in the rule
are met.
Likewise, you can create multiple rules.
e. If you have created more than one rule, use the Move Up and Move Down button to change the order
of rules.
f. Lastly, you can also set service levels if no rules are found to be true. Set the following:
Select the If no TRUE rule is found, then set activity service level option, and select a service
level from the dropdown list.
Select the If no TRUE rule is found, then set case service level option, and select a service level
from the dropdown list.
Configure the service level node
Workflows 221
3. Click the OK button to close the window.
Configuring the Alarm Node
Using this node, you can set up alarms if certain conditions are met. You can monitor some specific attributes of
cases and activities, and you can send internal and external notifications if the conditions are met. For activity
alarm rules, you can also filter activities based on a defined criteria. The filtered activities can then be further
processed by the alarm workflow.
An alarm workflow can have only one alarm node and it should be the second node in the workflow, that is, the
node following the start node.
The alarm node
To configure an alarm node:
1. In the Tree pane, browse to Administration > Departments >
Department_Name
> Workflow >
Workflows > Alarm.
2. In the List pane, select an alarm workflow.
3. In the Properties pane, on the Diagram tab, add the Alarm node in the Workflow Editor.
4. In the Alarm Rule Configuration window, provide the following details.
a. In the Name field, provide a name for the node.
b. Next, on the Condition tab, configure the conditions under which the rule is true. Only the following
objects are available in the alarm node - Activity and Case, and you can set conditions for only one
object in one alarm node. Another important thing to note is that you cannot set conditions using only
the “Count” and “Percentage” attributes. You must select another attribute with these two attributes to
be able to save the node. For a list of objects available for setting alarm conditions, see “Appendix B:
Reference Information” on page 241.
Configure conditions for the alarm node
222 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
c. Next, on the True tab, configure the action to be performed when the alarm conditions are met. You can
do one of the following:
Send notifications to users. This option is available in alarm rules configured for both cases and
activities. Set up internal messages or emails to be sent when an alert condition is met. Specify the
following - users to whom you want to send a message (you can send messages to internal user
accounts or external email addresses.); the subject of the message; the content of the message.
Configure a notification for the alarm node
Filter activities, based on a defined criteria. This option is available only in alarm rules configured
for activities. Set up the criteria of activities to be further processed by this workflow.
Configure a filter for activities to be further processed by the workflow
5. Click the OK button to close the window.
Workflows 223
Configuring the Branch Node
Branch node is a decision point where you decide what kind of work is to be routed to which resource. Using
rules, you can automatically route work to the resources capable of handling it. Activities can be routed to users,
queues, departments, or another workflow. You can create various rules in which you can specify the conditions
when a particular type of work should be routed to a specified resource. You can configure the system in a way
that when one set of conditions are met the work is routed to one resource, and when another set of conditions
are met the work is routed to a different resource. Like this you can configure different sets of conditions and for
each set of met conditions, a different resource. For example, your system handles three types of queries - orders,
inquiries, and support, and you want to automatically route each type of work to a different queue. Using the
branch node, you can set rules and automatically route the work to the appropriate queues.
In the Branch node, along with the rules, you have to also define the resources to which the work is to be routed.
So, before configuring the Branch node you have to first add the nodes to the Workflow Editor, to which you
want to route the work.
The branch node
To configure a branch node:
1. In the Properties pane, on the Diagram tab, add the Branch node in the Workflow Editor.
2. In the Branch Rule Configuration window, provide the following details.
a. In the Name field, provide a name for the node.
b. In the Rule Name field, provide a name for the rule and press the Enter Key. Select the rule name to
configure the rule properties.
c. Select one of the following options:
This rule is always true
This rule is true under the following conditions
If you have selected the This rule is true under the following conditions option, configure the
conditions when the rule is true.
d. Next, select the target node. Click the Select Target button and from the Select Target window select
the target node. You can choose from the following nodes:
Queue
Workflow
Department
Completion
Auto-acknowledgement
Branch
Category
Important:
In the branch node, along with the rules, you have to also define the resources to
which the work is to be routed. So, before configuring the branch node you have to first add the
nodes to the Workflow Editor, to which you want to route the work.
224 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Modify object
Service level
User
Filter (outbound workflow)
Likewise, you can create multiple rules.
e. If you have created more than one rule, use the Move Up and Move Down button to change the order
of rules.
f. Lastly, you can also select a target node if no rules are found true. Select the If no TRUE rule is
found, then route to this target option, and select the target node. Click the Select Target button and
from the Select Target window select the target node.
Configure the branch node
3. Click the OK button to close the window.
Once you have configured the rules in the branch node, the branch node and target nodes are automatically
connected by arrows. Green arrows are added pointing to targets for true conditions. And, a red arrow is
added pointing to the target for activities when no true rule is found. These arrows cannot be added or
removed manually.
226 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Inbound: Processing Inquiries at a Phone Company
This workflow demonstrates how to manage emails coming into a phone company. First, an auto-
acknowledgement is sent to customers and a service level is set for the emails. Then, data is automatically
extracted from emails and it is saved as part of the case and customer attributes. Then, the workflow starts
routing activities. First, emails about landline services are routed to the landline service queue. Emails about
mobile services are routed to the mobile service queue. Computer generated emails and emails about any other
topic are routed to their respective queues.
Before creating any workflow, you need to create some objects which are then used in the workflow. For this
workflow, you need to create the following objects:
Aliases
Three service levels named - 8 hours SLA, 24 hours SLA, and 48 hours SLA
Four queues, with the following names - Landline service, Mobile service, Computer generated email -
no reply needed, Unknown
An auto-acknowledgment article. Set the article macro as
auto_ack_mobile
.
One custom case attribute, with the name “Tracking number”. For details on creating and adding the
attributes in the screens, see Enterprise Chat and Email Administrator’s Guide.
Sample workflow for processing inquiries at a phone company
To create the workflow:
1. In the Start node, select aliases.
2. In the Create object node (named as Auto-acknowledgement), create the following rules:
Important:
Nodes are not necessarily configured in the order in which they appear in the
workflow. For example, before configuring the Branch node, you need to first configure the nodes
that need to be used in the rules in the Branch node. To help you better understand the workflow,
the nodes in the sample workflow figure are numbered in the order in which they are to be
configured.
1
2
3
4
5
6
7
8
9
Sample Workflows 227
a. Landline service: Check if the subject of an email contains “Landline service”. If the condition is met,
create a new email activity with the following attributes:
i. Set the subject using the macro “activity_subject”.
ii. Set the “from” and “to” email addresses.
iii. Set the content using the “auto_ack_landline” article macro.
iv. Set the case and customer as “current”.
v. Set the activity substatus as “Ready for outbound workflow”.
Create an auto-acknowledgement
b. Mobile service: Check if the subject of the email contains “Mobile service”. If the condition is met,
create a new email activity with the following attributes:
i. Set the subject using the macro “activity_subject”.
ii. Set the “from” and “to” email addresses.
iii. Set the content using the “auto_ack_mobile” article macro.
iv. Set the case and customer as “current”.
228 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
v. Set the activity substatus as “Ready for outbound workflow”.
Create a new email
Connect the Start node with this node.
3. In the Service Level node (named as Assign SLA), configure the following rules.
a. Landline service SLA: Check if the subject of the email contains “Landline service”. If the condition is
met, set the activity service level as “24 hours SLA”.
Set an SLA
Sample Workflows 229
b. Mobile service SLA: Check if the subject of the email contains “Mobile service”. If the condition is
met, set the activity service level as “8 hours SLA”.
Set an SLA
c. If none of the rules configured in this node are true, set the activity service level as “48 hours SLA”.
Connect the Create object node (named as Auto-acknowledgement) with this node.
4. In the Modify object node (named as Set Fields), configure the following rules.
a. Set tracking number: Configure the following conditions for the rule.
Email content contains “Tracking number:”, OR
Email content contains “Rebate ID:”, AND
Case type is “New”
Configure conditions for the rule
230 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
If the conditions are met, set the value in the “Tracking number” field (custom field) using the pattern
“Tracking number:”
Set the tracking number
b. Set customer name: Configure the following conditions for the rule.
Email content contains “First name:”, AND
Email content contains “Last name:”, AND
Case type is “New”
Configure conditions for the rule
Sample Workflows 231
If the conditions are met, set the value in the “First name” and “Last name” fields using the patterns
“First name:” and “Last name:” respectively.
Set the customer name
Connect the Service Level node (named as Assign SLA) with this node.
5. In the Queue node (named as Landline service), select the “Landline service” queue.
6. In the Queue node (named as Mobile service), select the “Mobile service” queue.
7. In the Queue node (named as Computer generated email - no reply needed), select the “Computer generate
email - no reply needed” queue.
8. In the Queue node (named as Unknown), select the “Unknown” queue.
9. In the Branch node (named as Distribute emails), create the following rules. In this node, we will use the
nodes configured in steps 5–8.
a. Landline service emails: Configure following conditions for the rule:
To email address is “[email protected]”, AND
Email content does not contain “auto-ack“, AND
If the conditions are met, route the activity to the “Landline service” queue.
Configure conditions for the rule
232 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
b. Mobile service emails: Configure the following conditions for the rule:
The To email address is “m[email protected]”, AND
Email content does not contain “auto-ack“, AND
If the conditions are met, route the activity to the “Mobile service” queue.
Configure conditions for the rule
c. No reply needed: Configure following conditions for the rule:
Email content contains “auto-ack“, AND
If the conditions are met, route the activity to the “Computer generate email - no reply needed” queue.
Configure conditions for the rule
d. If none of the rules configured in this node are true, route the activity to the “Unknown” queue.
The Distribute emails node is automatically connected to the queue nodes used in the various conditions.
Connect the Modify object node (named as Set Fields) with the Branch node (named as Distribute emails).
Outbound: Reviewing Outgoing Emails From Trainee
Agents
This workflow routes all outbound emails created by users in the user group Trainee, that have the word Urgent
in the subject, to a Supervision queue. Supervisors can then pull the emails from the queue and accept or reject
the response after reviewing it.
Before creating any workflow, you need to create some objects which are then used in the workflow. For this
workflow, you need to create the following objects:
Sample Workflows 233
A user group named Trainees.
A Supervision queue imported from the MRD, from which supervisors can pull activities for review.
Sample outbound email review workflow
To create the workflow:
1. In the Start node, select the “Trainees” user group.
2. In the Queue node (named as Supervision), select the “Supervision” queue.
3. In the Select Queue window, select the Before option to route the responses to the Supervision queue before
the email has been sent out of the application.
Select the option to route responses to the queue before the email is sent
4. Click OK.
Important:
Nodes are not necessarily configured in the order in which they appear in the
workflow. For example, before configuring the Branch node, you need to first configure the nodes
that need to be used in the rules in the Branch node. To help you better understand the workflow,
the nodes in the sample workflow figure are numbered in the order in which they are to be
configured.
1
3
2
234 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
5. In the Branch node (named as Review ‘Urgent’), check the activity subject for the word “Urgent”. If the
condition is met, route the activity to the “Supervision” queue. This node is automatically connected to the
Queue node. Connect the Start node with the Branch node.
Configure the branch rule
Alarm: Monitoring Activities About to be Due in One
Hour
Create a workflow to check for activities that are about to be due in an hour, and notify the supervisor of the
same.
Sample workflow for monitoring activities that are about to be due in an hour
To create the workflow:
1. In the Start node, select the queues to be monitored and set the schedule.
2. In the Alarm node (named as One hour before overdue), do the following.
a. In the Condition tab, set the following conditions:
i. Activity is going to be due in an hour, AND
ii. Activity status is not “Completed”.
Sample Workflows 235
Set the conditions
b. In the True tab, create a notification to be sent to supervisors, if the conditions are met.
i. Set the To email addresses.
ii. Set the subject as “There are activities due in one hour”.
iii. Create the content of the email.
Set the notification
3. Connect the Start node with the Alarm node.
Appendix A: Predefined
Delivery Exceptions
This appendix contains a list of predefined delivery exception phrases available in the system.
Phrases Checked in Email Addresses
The following 16 phrases are checked in email addresses.
Name Phrase Failure
-MaiSer- -MaiSer- Temporary
auto-sender auto-sender Permanent
Autoresponder Autoresponder Permanent
badaddress badaddress Temporary
ccmail_agent ccmail_agent Temporary
Mail-Gateway Mail-Gateway Temporary
Mail_master Mail_master Temporary
Mailer Mailer Temporary
mail-daemon mail-daemon Temporary
mdaemon mdaemon Temporary
postadm postadm Temporary
postmast postmast Temporary
postmaster postmaster Temporary
supervisor supervisor Permanent
unknown unknown Temporary
Appendix A: Predefined Delivery Exceptions 237
Phrases Checked in the Subject of Emails
The following 112 phrases are checked in the subject of the email.
Name Phrase Failure
Abwesenheitsnotiz Abwesenheitsnotiz Permanent
Address Unavailable Address Unavailable Temporary
Admin Admin Permanent
Adressänderung Adressänderung Permanent
Auto answer Auto answer Permanent
Auto response Auto response Permanent
Auto-response Auto-response Permanent
Automated response Automated response Permanent
Automated Omnigate Message Automated Omnigate Message Permanent
Automatic reply Automatic reply Permanent
Automatic response Automatic response Permanent
Automaticka odpoved Automaticka odpoved Permanent
AUTOMATICKA ODPOVID AUTOMATICKA ODPOVID Permanent
Automatisch antwoord Automatisch antwoord Permanent
Automatisk_svar Automatisk_svar Permanent
Automatsvar Automatsvar Permanent
AutoResp AutoResp Permanent
Autoresponse Autoresponse Permanent
Autosvar Autosvar Permanent
away from my email away from my email Permanent
away from the office away from the office Permanent
bad-style address bad-style address Temporary
Bevestiging Ontvangen Bevestiging Ontvangen Permanent
bounced message bounced message Permanent
Conversion fail Conversion fail Permanent
could not send message could not send message Permanent
Delivery Confirmation Delivery Confirmation Permanent
Delivery Error Delivery Error Temporary
238 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Delivery Failed Delivery Failed Temporary
Delivery Failure Delivery Failure Temporary
Delivery notification Delivery notification Temporary
Delivery Problem Notification Delivery Problem Notification Permanent
Delivery Report Delivery Report Temporary
Delivery Returned Delivery Returned Temporary
Delivery Status Notification Delivery Status Notification Temporary
Delivery-Report Delivery-Report Permanent
Details of my business trips Details of my business trips Permanent
Dìkuji za maila Dìkuji za maila Permanent
E-mail Received! E-mail Received! Permanent
E-mail Unavailable E-mail Unavailable Permanent
Error Response Error Response Temporary
Error sending mail Error sending mail Temporary
Extended Absence Response Extended Absence Response Permanent
Failed mail Failed mail Temporary
failed message delivery failed message delivery Permanent
failure notice failure notice Temporary
Ihre Mail Ihre Mail Permanent
Inaccessible e-mail address Inaccessible e-mail address Temporary
INBOUND MESSAGE ERR INBOUND MESSAGE ERR Permanent
Invalid mailbox Invalid mailbox Temporary
Invalid user Invalid user Temporary
Keep more of what you make! Keep more of what you make! Permanent
Mail Did Not Get Through Mail Did Not Get Through Temporary
Mail error Mail error Temporary
Mail failed Mail failed Temporary
Mail failure Mail failure Temporary
Mail recipient has left Enter-Net Mail recipient has left Enter-Net Permanent
Maternity Leave Maternity Leave Permanent
message failed message failed Permanent
Name Phrase Failure
Appendix A: Predefined Delivery Exceptions 239
message not sent message not sent Permanent
message rejected message rejected Permanent
message was not sent message was not sent Permanent
NDN: NDN: Temporary
No interest!! No interest!! Permanent
No such user No such user Temporary
Non-Delivery Non-Delivery Temporary
Non-existing employee Non-existing employee Permanent
Nondeliverable Nondeliverable Temporary
Not a WORLDPATH client Not a WORLDPATH client Permanent
Non deliverable Non deliverable Temporary
Not delivered Not delivered Temporary
not_a_jono_addy not_a_jono_addy Permanent
Odpoved na zpravu Odpoved na zpravu Permanent
Ontvangstbevestiging Ontvangstbevestiging Permanent
Out of email contact Out of email contact Permanent
Out of office Out of office Permanent
Out of the office Out of the office Permanent
ponse_automatique ponse_automatique Permanent
problem delivering your mail problem delivering your mail Permanent
Response from Administrator Response from Administrator Permanent
Response from bdbad Response from bdbad Permanent
Response from rlozano Response from rlozano Permanent
Resposta Automatica Resposta Automatica Permanent
Return message Return message Permanent
Returned Mail Returned Mail Permanent
Returned to Sender Returned to Sender Permanent
Réponse automatique Réponse automatique Permanent
Service Message Service Message Temporary
SMS error response SMS error response Temporary
SMS message SMS message Permanent
Name Phrase Failure
240 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
system system Permanent
Thanks for writing ER! Thanks for writing ER! Permanent
Thanks for your e-mail message!! Thanks for your e-mail message!! Permanent
Troubles delivering the message Troubles delivering the message Permanent
Unable to deliver mail Unable to deliver mail Temporary
Undeliverable Undeliverable Temporary
unknown address unknown address Temporary
unknown domain unknown domain Temporary
unknown recipient unknown recipient Temporary
User Not at VISTA.COM Domain User Not at VISTA.COM Domain Permanent
user not found user not found Temporary
user unknown user unknown Temporary
vacation vacation Permanent
Warning - delayed mail Warning - delayed mail Permanent
X.400 Inter-Personal Notification X.400 Inter-Personal Notification Temporary
Your Message To Juno Your Message To Juno Permanent
Your message was received Your message was received Permanent
ZAZ Reply ZAZ Reply Temporary
Name Phrase Failure
242 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
This chapter lists the objects available for setting conditions in various workflow nodes.
Objects Available for Setting Conditions in Rule
Nodes
Activity
Important:
When selecting an operator, keep in mind that “==” is for an exact value while
“match” is used for basic expressions.
Attributes Values Operators
Activity mode Inbound, Outbound, None ==, !=
Activity priority 1 to 7 ==, !=, <, >, <=, >=
Activity subtype Email - General, Email - Webform, Email -
Secure, Email - Permanently undeliverable,
Email - Temporary undeliverable, Email - Reply,
Email - Forward, Email - Compose, Email -
Auto acknowledgement, Email - Group reply,
Email - Redirect, Email - Undispatch, Email -
Supervisory accept, Email - Supervisory reject,
Email - Supervisory reattempt, Email -
Notification, Email - Transcript, Phone -
General, Email - Reviewable
==, !=
Activity type Email ==. !=
Case type None, Existing, New ==. !=
Contact person ID — ==. !=, <, >, <=, >=
Contact point ID — ==. !=, <, >, <=, >=
Customer ID — ==, !=, <, >, <=, >=
Description — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Language Afrikaans, Albanian, Arabic, Bengali, Bulgarian,
Croatian, Czech, Danish, Dutch, English,
Estonian, Finnish, French, German, Greek,
Gujarati, Hebrew, Hindi, Hungarian,
Indonesian, Italian, Japan, Kannada, Korean,
Latvian, Lithuanian, Macedonian, Malayalam,
Marathi, Nepali, Norwegian, Persian, Polish,
Portuguese, Punjabi, Romanian, Russian,
Simplified Chinese, Slovak, Slovene, Somali,
Spanish, Swahili, Swedish, Tagalog, Tamil,
Telugu, Thai, Traditional Chinese, Turkish,
Ukrainian, Urdu, Vietnamese
==, !=
Appendix B: Reference Information 243
Case
Customer - Common
Customer - Group
Last action reason Assigned by system, Forwarded, Redirected,
Replied, Save draft, Assigned for supervision,
Rejected, Waiting for approval, Save draft to
supervise, Sent
==, !=
Subject — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Attributes Values Operators
Attributes Values Operators
Description — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Severity Urgent, High, Medium, Low ==, !=
Solution description — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Subject — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Attributes Values Operators
Entitlements — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
How referred Website, Customer, Partner, Reseller ==, !=
Industry Finance, Health care, Telecom ==, !=
Level Gold, Platinum, Premium, Silver, Standard ==, !=
Marketing Segment — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Preferred agent User names ==, !=
Attributes Values Operators
Customer name — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Group type Association, Club, Household, Joint account,
Membership, other
==, !=
244 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Customer - Individual
Customer - Organization
No. of members — ==, !=, <, >, <=, >=
Region Asia Pacific, Europe, United States ==, !=
Attributes Values Operators
Attributes Values Operators
Date of birth Date ==, !=, <, >, <=, >=
Employment status Part time, Full time, Temporary, Contract, Intern,
Unemployed
==, !=
First name — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Gender Male, Female ==, !=
Job title — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Last name — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Marital status Married, Single, Separated, Divorced, Widowed ==, !=
Middle name — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Attributes Values Operators
Customer name — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
No. of employees — ==, !=, <, >, <=, >=
Region Asia Pacific, Europe, United States ==, !=
Sector type — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Appendix B: Reference Information 245
Email
Queue
Available only in outbound workflows and alarm workflows.
User
Available only in outbound workflows and general workflows.
Attributes Values Operators
Bcc email address — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
cc email address — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Content — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Content type .htm, .txt ==, !=
From email address — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Header — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Reply to email address — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Subject — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
To email address — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
To or cc email address — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Attributes Values Operators
Queue name — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Attributes Values Operators
First name — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Last name — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
246 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Objects Available for Setting Conditions in the Alarm
Node
Case
Manager Manager names ==, !=
User name — Contains, Not contains, Matches, Not
matches, Begins with, Not begins with
Attributes Values Operators
Attributes Values Operators
Age days — ==, !=, <, >, <=, >=
Age hours — ==, !=, <, >, <=, >=
Age minutes — ==, !=, <, >, <=, >=
Case status Closed, Open, Ready for closure ==, !=
Count — ==, !=, <, >, <=, >=
Count over due — ==, !=, <, >, <=, >=
Days after due — ==, !=, <, >, <=, >=
Days till due — ==, !=, <, >, <=, >=
Hours after due — ==, !=, <, >, <=, >=
Hours till due — ==, !=, <, >, <=, >=
Minutes after due — ==, !=, <, >, <=, >=
Minutes till due — ==, !=, <, >, <=, >=
Percentage — ==, !=, <, >, <=, >=
Percentage over due — ==, !=, <, >, <=, >=
Appendix B: Reference Information 247
Activity
Attributes Values Operators
Activity status Assigned, Assignment, Completed, New, Pre-
completion, preworkflow, workflow
==, !=
Activity substatus Assigned - New, Assigned - Pending, Assigned
- Wrap up, Assigned - Error, Assigned - In
progress, Assigned - Ready for internal
assignment, Assigned - Ready for external
assignment, Assignment - Error, Assignment -
In progress, Assignment - Scheduled,
==, !=
Age days — ==, !=, <, >, <=, >=
Age hours — ==, !=, <, >, <=, >=
Age minutes — ==, !=, <, >, <=, >=
Count — ==, !=, <, >, <=, >=
Count over due — ==, !=, <, >, <=, >=
Days after due — ==, !=, <, >, <=, >=
Days till due — ==, !=, <, >, <=, >=
Hours after due — ==, !=, <, >, <=, >=
Hours till due — ==, !=, <, >, <=, >=
Last action reason Assigned by system, Forwarded, Redirected,
Replied, Save draft, Assigned for supervision,
Rejected, Waiting for approval, Save draft to
supervise, Sent
==, !=
Minutes after due — ==, !=, <, >, <=, >=
Minutes till due — ==, !=, <, >, <=, >=
Percentage — ==, !=, <, >, <=, >=
Percentage over due — ==, !=, <, >, <=, >=
Appendix C: Kiwi
Chat Template Sets
About Kiwi Template Sets
Creating Template Set Folders
Changing General Settings
Changing Header and Footer Colors
Changing Color of Buttons
Changing the Size of Chat Window
Configuring Login Page Parameters
Adding New Fields
Enabling Anonymous Chats
Enabling Auto-Login
Appendix C: Kiwi Chat Template Sets 249
Configuring Kiwi Templates for Customer SSO
Configuring Alternative Engagement Options
Configuring Off-the-Record Options
Setting Maximum Length for Chat Messages
Disabling Rich Text Editor
Hiding Emoticons
Changing Agent and Customer Images
Changing Chat Bubble Colors
Changing Sound Alert
Configuring Widgets
Configuring Survey Questions
Turning Off Surveys
Changing the Off Hours Message
Changing Chat Transcript Options
Deleting Template Sets
250 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
This chapter will assist you in understanding how to update and edit Kiwi template sets. Kiwi template sets from
prior versions of the application are supported and can be edited. Kiwi template sets are not included in new
installs of ECE 12.0.
For template sets for callback activities, see “Callback Template Sets” on page 104. For information about
editing Aqua chat template sets, see “Aqua Chat Template Sets” on page 74.
About Kiwi Template Sets
An entry point can be mapped to multiple template sets and multiple entry points can use the same template set.
The template set, Kiwi is supported from previous versions of the application, but is not included in new
installations, is shipped with the application and can readily be mapped to any number of entry points.
The Aqua template set should be used for new chat configurations. For more information, see “Aqua Chat
Template Sets” on page 74.
The template sets are managed from the web server.
What Makes up a Kiwi Template?
A template consists of a set of pages that are designed to work together. Typically, a chat template has the
following pages:
A pre chat form
The chat area
Post chat survey form
The off-hours page
The alternative help options page.
All these pages can be customized to meet your business needs.
Important:
The system supplied templates should not be deleted.
Appendix C: Kiwi Chat Template Sets 251
Pre chat form
Customers fill up this form to start a chat.
Pre chat form
Chat Area
Agent and customer exchange chat messages in the chat area.
The chat area
252 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Post Chat Survey
Customer is presented a survey form at the end of the chat.
Post chat survey form
Off Hours Page
An off-hours page is displayed to customers, typically when the customer tries to chat during business off hours.
The off hours page
Appendix C: Kiwi Chat Template Sets 253
Do I need to create new templates or just use the default ones?
The template set, Cisco Kiwi, is shipped with the application. You must always create a copy of the default
template set and customize it to look like your website.
You can choose to use one template set for all your chat entry points for a consistent look and feel. Alternatively,
you can use different templates, so that the look and feel of each one is targeted towards a specific audience.
How easy are the templates to modify?
The templates are easy to modify. All the properties of the templates sets are modified using the files available
on the web server. It is possible to make a number of layout and wording changes as well as branding changes to
match them with the look and feel of your website.
Some important things to note:
You must have a good knowledge of the HTML and CSS languages to make changes in the HTML and CSS
files.
Always create a backup copy of the files before making any changes.
The following table describes the files that can be changed. All the files are available on the web server at
Cisco_Home
\eService\templates\chat\
Template_Name
.
Use To
\Properties
\
chat_
Locale
.properties
Update the text displayed on the chat pages.
\
eGainLiveConfig.js
Change the fields displayed on the login page.
Enable anonymous chats.
Enable auto login.
Show emoticons.
Configure the height of the chat window.
Configure the maximum length allowed for customer messages.
Configure sound alert for chat messages.
Hide rich text editor.
css\
transcript.css,
mailtranscript.css
\chat\less\chat-main.less
Configure the look and feel of the chat pages, the chat typing area, and the text
editor toolbar.
\
chat.html
Change the layout of the chat page.
Images folders:
Template_Name
\
images
Template_Name
\templates\chat\
img
Change the images used.
Note: The size of the custom images should match the size of the default images.
However, if you are changing the size of the chat windows, you can adjust the
images size to match the new windows.
254 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Creating Template Set Folders
You need access to the web server to perform this task.
To create a new template set:
1. On the web server, browse to
Cisco_Home
\eService\templates\chat.
2. Create a copy of the Kiwi folder and rename the folder.
3. The new template set is created. You can now edit the files in the template folder to configure your template
settings and to customize the look of your templates. Except for the following files, all the files can be
changed.
connection.js
session.js
messenger.js
audio.js
transcript.js
blank.html
v11.version
All file in the
libs
folder
After creating the template set, some of the things that you can do are:
Configure the login page parameters (page 258)
Enable anonymous chats (page 262)
Hide the emoticons option (page 281)
Set the maximum length of chat messages (page 269)
Configure widgets (page 277)
Configure the survey questions (page 278)
Change the off hours message (page 280)
Changing General Settings
To change the general properties for templates:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\properties\chat_
Locale
.properties
file in a text editor.
2. Edit the values for the following properties:
Important:
Anytime you update or create new templates, you must copy the templates files on all
web servers in your installation.
Appendix C: Kiwi Chat Template Sets 255
L10N_DOCUMENT_TITLE
: Change the title of the chat window. The default value is Live Collaboration
by Cisco.
L10N_BROWSER_CLOSE_MESSAGE
: Change the message displayed to the customer when he closes the
chat window during a chat session.
L10N_CLOSE_MESSAGE
: Change the message displayed to the agent when the customer closes the chat
session.
L10N_NEW_MESSAGE
: Change the text that is displayed in the task bar and the title window of chat
when the agent sends a new message to the customer.
L10N_START_CHAT_BUTTON
: Change the text of the button for starting chat. The default value is Start
Chat.
L10N_SUBMIT
: Change the text of the button for sending chat messages. The default value is Send.
L10N_WINDOW_CLOSE_BUTTON
: Change the text of the button for closing the chat window. The default
value is Close window.
3. Save the changes.
4. Clear the browser cache and access the chat link to test the changes.
Changing Header and Footer Colors
This section talks about changing the header and footer of all pages in the Chat Customer Console, that is, the
Login page, the Chat page, and the Survey page.
To change the header and footer colors:
1. Open the
Cisco_Home
\
eService\templates\chat\
Template_Folder
\chat\less\chat-main.less
file in a text editor.
2. To change the header color, locate the
#eg-chat-header
class and in the
.wrap
class change the value
of the
background
property.
3. To change the footer color, locate the .
submit-section
class and change the value of the
background
property.
4. Save the changes.
5. Clear the browser cache and access the chat link to test the changes.
256 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Changing Color of Buttons
This section talks about changing the colors for Start Chat, Send, and Close buttons.
Out-of-the-box color of buttons
To change button colors:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\chat\less\chat-main.less
file in a text editor.
2. Locate the
.kiwiSubmit
class and change the value of the
.gradientBackground
property.
3. Save the changes.
Appendix C: Kiwi Chat Template Sets 257
4. Clear the browser cache and access the chat link to test the changes.
Custom color of buttons
Changing the Size of Chat Window
This section talks about defining the size of the chat window.
To change the size of the chat window:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. Edit the values for the following properties:
chatWindowWidth
: Set the width of the chat window. The width for the login, chat, survey, and thank
you pages are the same. The default value is 419 pixels.
chatWindowHeight
: Set the height of the chat window. The default value is 678 pixels.
chatLoginWindowHeight
: Set the height of the login page. The default value is 623 pixels.
chatSurveyWindowHeight
: Set the height of the survey page. The default value is 615 pixels.
chatThanksWindowHeight
: Set the height of the thank you page. The default value is 450 pixels.
chatWindowWidthWithWidget
: Set the width of the chat window when widgets are displayed on the
login page and during the chat session. The default value is 830 pixels.
minWidthForShowingSidebar
: Set the minimum width for showing the widget. The default value is
796 pixels.
3. Save the changes.
258 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
4. Clear the browser cache and access the chat link to test the changes.
Configuring Login Page Parameters
Build the web form which customers must fill in to initiate a chat. The system uses the customer’s contact details
(for example, email address, phone number, and so on) to identify existing customers and add the chat session to
their customer records automatically. It also creates customer record for new customers.
You can:
Change the text of the options
Remove fields
Change the order of fields
Change the primary key
Out-of-the-box login page
To configure the login page:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. Locate the
loginParameters
property, and do the following.
a. To remove an existing field, select the code for the field and delete it from the file. For example, to
remove the phone number from the login page, delete the following lines:
{
paramName : 'L10N_PHONE_NUMBER_PROMPT',
Appendix C: Kiwi Chat Template Sets 259
objectName : 'casemgmt::phone_number_data',
attributeName : 'phone_number',
primaryKey : '0',
required : '0',
minLength : '0',
maxLength : '13',
fieldType : '1',
validationString : ''
},
b. To change the order of the fields, remove the code for the field you want to move and paste it at the
new location. Make sure to copy the complete set of lines for a field and move them to the new
location.
c. To change the required fields, locate the attribute which you want to change and do the following:
i. For the attribute, locate the property
required
and change the value to
1
to make it a required
field, or change the value to
0
to make it an optional field.
If you are setting a field as required, you must set the minimum length allowed for the field.
ii. In the attribute section, locate the property
minLength
and set a minimum length for the field. You
can also set the maximum length by configuring the
maxLength
setting.
d. By default, the email address is set as the primary key for the login page. You can choose to change the
primary key to phone number. No other field can be set as the primary key. Also, note that only one
field can be set as the primary key. To change the primary key, do the following:
i. Locate the section for email address by searching for
attributeName : ‘email_address’
. In
this section, locate the
primaryKey
property and set the value to
0
.
ii. Next, locate the section for phone number by searching for
attributeName :
‘phone_number’
. In this section, locate the
primaryKey
property and set the value to
1
.
Also, the attribute that is set as the primary key needs to be marked as a required field.
iii. In the phone number section, locate the property
required
and change the value to
1
.
3. Open the
Cisco_Home
\eService\templates\
Template_Folder
\properties\chat_
Locale
.properties
file in a text editor.
a. You can change the error message for the fields displayed on the login page. Locate the following
properties and provide new labels for the fields:
ERROR_NAME
: Change the error message of the name field.
ERROR_EMAIL
: Change the error message of the email field.
ERROR_PHONE
: Change the error message of the phone field.
ERROR_SUBJECT
: Change the error message of the question field.
Important:
Do not remove a field that is set as the primary key.
Important:
Only the customer phone number or email address can be set as the primary key.
260 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
b. You can also change the text of the fields displayed on the login page. Locate the following properties
and provide new labels for the fields.
L10N_NAME_PROMPT
: Change the label of the name field.
L10N_EMAIL_PROMPT
: Change the label of the email field.
L10N_PHONE_NUMBER_PROMPT
: Change the label of the phone number field.
L10N_YOUR_QUESTION_PROMPT
: Change the label of the text field.
L10N_CHARACTER_COUNT
: Change the text of the message displayed to indicate the character
count for the test box. Make sure you do not delete
{0}
from the message.
L10N_MESSAGE_LENGTH_ERROR
: Change the message displayed when the message of the
customer exceeds the allowed message length. As part of the message, if you want to display the
allowed length and the number of characters the user has typed, make sure you retain
(MESSAGE_LENGTH)
and
(MAX_LENGTH)
in the new message.
4. Save the changes.
5. Clear the browser cache and access the chat link to test the changes.
Adding New Fields
Along with full name, email address, and phone number, you can use custom attributes on the login page.
Custom attributes created for the following objects can be added to the login screen. For details about creating
these attributes, see the Enterprise Chat and Email Administrator’s Guide.
Customer Data
Contact Point Data
Activity Data
The following table lists the fields that can be added to the login page. It also lists the attribute names and object
names for each field. You will need this information to add new fields to the login screen.
For Object Name Attribute Name
Full Name casemgmt::individual_customer_data full_name
Email Address casemgmt::email_address_contact_
point_data
email_address
Phone Number casemgmt::phone_number_data phone_number
Subject, Custom
attributes added to
activity data
casemgmt::activity_data subject
If the custom attributes added to the object has two words,
replace the space with underscore (_). For example, if the attribute
created is
More details
, the attribute name will be
more_details
.
Appendix C: Kiwi Chat Template Sets 261
To add new fields:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor and do the following:
a. Locate the
loginParameters
property, and copy a section for one of the existing parameters and
paste it where you want to add the custom field. Edit the following properties.
paramName
: Create a parameter name using the format
L10N_
Name
_PROMPT
.
objectName
: Provide the object name. See the table on page 260 for details about the object name
you need to provide.
attributeName
: Provide the attribute name. See the table on page 260 for details about the
attribute name you need to provide.
primaryKey
: Set the value as
0
.
required
: If you want to set the field as required set the value as
0
. To make the field mandatory,
set the value
1
.
minLength
: Set the minimum required characters for the field. If a field is not required, set the
minimum length as 0.
maxLength
: Set the maximum allowed characters for the field. The value should not be set more
than the value set while creating the custom attribute.
fieldType
: Set the field type.
●
For single line text fields, set the value as 1.
●
For multi-line text fields, set the value as 2.
●
For dropdown fields, set the value as 3.
●
For multi-select dropdown list, set the value as 4.
validationString
: Provide the expression against which the information provided by the
customer is to be checked. For example, for phone number you can give an expression like,
^\s*\(?\s*\d{3}\s*\)?\s*[-.]?\s*\d{3}\s*[-.]?\s*\d{4}\s*$
. And, for email you
can use the expression like,
^[0-9a-zA-Z\.\-\_]+\@[0-9a-zA-Z\.\-]+$
- this expression
refers to the format X@Y. Z (joh[email protected]). For fields that require an integer value, you
need to atleast set the validation string as
\\d+$
.
b. Save the changes.
2. Open the
Cisco_Home
\eService\templates\
Template_Folder
\properties\chat_
Locale
.properties
file in a text editor and do the following:
a. Add the following line in the property file:
L10N_
Name
_PROMPT = “
Display name for the attribute
”
Where:
L10N_
Name
_PROMPT
should match the value set in paramName in step 1 on page 261.
Custom attributes
added to customer
data
casemgmt::customer_data If the custom attributes added to the object has two words,
replace the space with underscore (_). For example, if the attribute
created is
Family name
, the attribute name will be
family_name
.
Custom attributes
added to contact
point data
casemgmt::contact_point_data If the custom attributes added to the object has two words,
replace the space with underscore (_). For example, if the attribute
created is
Mobile number
, the attribute name will be
mobile_number
.
For Object Name Attribute Name
262 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
b. Save the changes.
3. Clear the browser cache and access the chat link to test the changes. The login page should show the new
fields.
Custom login form
Enabling Anonymous Chats
Anonymous chats allow customers to chat with agents without providing any personal details, like name, email
address, phone number, and so on. When the customer clicks the chat link or button, he is not displayed the login
page.
To enable anonymous chats:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. Locate the
loginParameters
property and delete all the parameters between the square brackets. The
property will look like:
loginParameters : []
3. Save the changes.
4. Clear the browser cache and access the chat link to test the changes. The chat should start without showing
the login page.
Appendix C: Kiwi Chat Template Sets 263
Enabling Auto-Login
When the chat link is provided in an authenticated section of the website, the auto-login feature can be used to
automatically login the customer for chat. When the customer clicks the chat link or button, he is not displayed
the login page.
To enable auto-login for chats:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. Locate the
autoLogin
property and set the value to
1
to enable auto-login.
3. Save the changes.
4. Change the entry point code so that the customer information collected at the time of login on the website is
passed on to the ECE application when the customer initiates a chat session. For details, see Step 13 on
page 135.
Configuring Kiwi Templates for Customer SSO
Chat entry points can be configured to transfer customer context information from the company website to the
application through SAML. To learn more about Secure Chat for customers, see Enterprise Chat and Email
Administrator’s Guide.
To configure chat templates for customer single sign-on:
1. On the web server, navigate to
Cisco_Home
\web\templates\chat\
Template_Name
\
and open
eGainLiveConfig.js
.
2. Enable
autoLogin
by setting the value of the
autoLogin
parameter to 1.
3. Configure the attributes that will be transferred to the application along with the chat creation request. You
can do this by configuring the
loginParameters
property for each of the attribute as described in
“Configuring Login Page Parameters” on page 258.
4. If any of the attributes will be transferred to the application in the SAML assertion, specify the following
additional properties for the attribute in
loginParameters
:
eGainAttributeName
: Name of the attribute in the SAML assertion.
secureAttribute
: Set the value to 1 to indicate that this attribute will be transferred in the SAML
assertion. For example:
{
eGainAttributeName : 'account_number',
secureAttribute : '1',
paramName : 'L10N_NAME_PROMPT',
Important:
A template where auto-login is enabled should not be used for regular chats.
264 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
objectName : 'casemgmt::individual_customer_data',
attributeName : 'full_name',
primaryKey : '0',
required : '1',
minLength : '1',
maxLength : '120',
fieldType : '1',
validationString : ''
}
If
secureAttribute
is missing or is set to 0, the application does not look for and extract information for that
attribute from SAML assertion. Similarly, if
secureAttribute
is set to 1 for an attribute, but either
eGainAttributeName
is not provided, or an attribute with the given name is missing from SAML assertion,
chat creation request will be denied.
Configuring Alternative Engagement Options
Out-of-the-box templates come with three alternative engagement options for the chat window. These options are
displayed to customers while they are waiting in queue (new chats or transferred chats) to be serviced by an
agent. Once an agent joins the chat, the options are removed from the chat window. You can display these
options as soon as the customer starts the chat, or after a delay. To enable these options for a queue, see
“Queues” on page 47.
Give us a call
Send us an email
Visit our FAQ page
These options have placeholder links. You must update these links before using this feature. You can also:
Update the text.
Remove options.
Appendix C: Kiwi Chat Template Sets 265
Add new options.
Out-of-the-box options
To update links on the page:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. In the file, search for altEngagementOptions and in this section set the following properties:
Search for text: ’
L10N_ALT_ENGMT_TEXT1
' and for the URL parameter provide the link for the
callback page.
Search for text: '
L10N_ALT_ENGMT_TEXT2
' and for the URL parameter provide the email address
which customers can use to send emails. Make sure you do not delete the
mailto:
text.
Search for text: '
L10N_ALT_ENGMT_TEXT3
' and for the URL parameter provide the link to the FAQ
page on your website.
3. Clear the browser cache and access the chat link to test the changes.
To update the text on the page:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\properties\chat_
Locale
.properties
file in a text editor and do the following:
Locate the
L10N_ALT_ENGMT_MESSAGE
property and change the value of this property to the new
message you want to display for the alternative engagement options.
Similarly, locate the
L10N_ALT_ENGMT_TEXT1
,
L10N_ALT_ENGMT_TEXT2
, and
L10N_ALT_ENGMT_TEXT3
properties and update the text for each of the options, that is, Give us a call,
Send us an email, and Visit our FAQ page.
266 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
2. Save the changes.
3. Clear the browser cache and access the chat link to test the changes.
Customized text and options
To update the background colors and buttons for the options:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. In the file search for
altEngagementOptions
and in this section locate the option for which you want to
change the background color and images. Change the following properties:
Search for
bgcolor
and set the new background color for the section.
Search for
image
and provide the name of the new image.
Search for
hoverImage
and provide the name of the new hover image for the button.
3. Place the new images at the following location:
Cisco_Home
\eService\templates\chat\
Template_Folder
\chat\img
4. Clear the browser cache and access the chat link to test the changes.
To remove an option:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. In the file search for
altEngagementOptions
and from this section delete the code lines for the help
option you do not want to display. For example, to remove the Send us an Email option, delete the
following lines of code:
{
Appendix C: Kiwi Chat Template Sets 267
text:'L10N_ALT_ENGMT_TEXT2',
image:'chat/img/icon_email.png',
hoverImage:'chat/img/mail_hover.png',
bgcolor:'#f27935',
url:'mailto:support@company.com'
},
3. Clear the browser cache and access the chat link to test the changes.
To add new options:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. In the file locate the
altEngagementOptions
property, and copy a section for one of the existing help
options and paste it where you want the new section. Edit the following properties.
text
: Create a new parameter using the name as L10N_ALT_ENGMT_Name
image
: Set the value as
'chat/img/icon_email.png',
hoverImage
: Set the value as
'chat/img/mail_hover.png',
bgcolor
: Set the value as
'#f27935',
url
: Provide the URL for the option.
3. Place the images to be used for the new section at the following location:
Cisco_Home
\eService\templates\chat\
Template_Folder
\chat\img
4. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\properties\chat_
Locale
.properties
file in a text editor and do the following:
a. Add the following line in the property file:
L10N_ALT_ENGMT_
Name
="
Text for the section
”
Where
L10N_ALT_ENGMT_
Name
should match the value set in text in step 2.
b. Save the changes.
5. Clear the browser cache and access the chat link to test the changes.
Configuring Off-the-Record Options
When data masking is enabled, masking rules prevent agents and customers from sending sensitive information
like credit card numbers, social security numbers, and so on, during the chat session. The Off-the-record feature
allows agents and customers to exchange sensitive information as data masking rules do not apply to these
messages. Any information exchanged while off-record is not stored in the ECE system. Off-the-record
268 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
conversation can be started and stopped only by customers. This feature is enabled while configuring data
masking for the chat channel. For details, see Cisco Enterprise Chat and Email Administrator’s Guide.
Off the record messages
To change the text for various options:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\properties\chat_
Locale
.properties
file in a text editor.
2. To change the text that appears when a customer goes on-record and off-record, locate the following
properties and change the values:
L10N_OFF_RECORD_MESSAGE
: The default value is
Your messages are now off-record and
will not be saved in the system
.
L10N_ON_RECORD_MESSAGE
: The default value is
Your messages are now on record
.
3. To change the text that appears when data is masked, change the value of the following property:
L10N_SENSITIVE_DATA_MASKED
: The default value is
Don't worry. Your sensitive data
has been masked
.
4. To change the text that appears in the chat transcript when messages have been removed due to masking,
change the value of the following property:
L10N_OFF_RECORD_MESSAGE_REMOVED
: The default value is
Message has been removed
.
5. Save the changes.
Appendix C: Kiwi Chat Template Sets 269
6. Clear the browser cache and access the chat link to test the changes.
Customized messages
Setting Maximum Length for Chat Messages
To set the maximum length for chat messages:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. Locate the
maxMessageSize
property and change the value of the property to the number of characters you
want to allow for each chat message. By default the value is set to 800. This setting is also used to control
the message length in the Additional Comments field in the survey form. The maximum value can be set to
2000.
3. Save the changes.
4. Clear the browser cache and access the chat link to test the changes.
270 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Disabling Rich Text Editor
By default the chat typing area of the Chat Customer Console has a rich text editor. You can enable the plain text
editor, if you do not want customers to use the rich text editor.
Out-of-the-box rich text editor toolbar
To disable the rich text editor:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. Locate the
useTextEditor
property and set the value to
1
to enable the plain text editor. The default value
is
0
, which means that the rich text editor is enabled.
3. Save the changes.
Appendix C: Kiwi Chat Template Sets 271
4. Clear the browser cache and access the chat link to test the changes.
Disable the rich text editor
272 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Hiding Emoticons
The chat typing area toolbar of the customer console has a Smiley button that can be used to add emoticons in
the chat messages. You can hide the button if you do not want customers to use it.
The Emoticons button
To hide emoticons:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. Locate the
showSmileyTool
property and change the value of the property to
false
to hide the
emoticons.
3. Save the changes.
Appendix C: Kiwi Chat Template Sets 273
4. Clear the browser cache and access the chat link to test the changes.
Hide the Emoticons button
Changing Agent and Customer Images
The Chat Customer Console contains a static agent and customer image, which is displayed next to each chat
message in the chat area. You can replace the out-of-the-box images with custom images.
274 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Before you begin, get the new images that you want to use. The height of the new images should be 28 pixels
and the width should be 26 pixels.
Out-of-the-box customer and agent images
To change the customer image:
1. Place the new image in the
Cisco_Home
\eService\templates\
Template_Folder
\chat\img
folder.
2. Open the
Cisco_Home
\eService\templates\
Template_Folder
\chat\less\chat-main.less
file in a
text editor.
3. Locate the
&.customer
class and in it locate the
.author > &.typing
class.
4. Change the value of the
background-image
property.
5. Save the changes.
6. Clear the browser cache and access the chat link to test the changes.
To change the agent image:
1. Place the new image in the
Cisco_Home
\eService\templates\chat\
Template_Folder
\chat\img
folder.
2. Open the
Cisco_Home
\eService\templates\
Template_Folder
\chat\less\chat-main.less
file in a
text editor.
3. Locate the
.eg-chat-message, .eg-chat-temporary-message
class and in the
.author
and
&.typing
classes change the value of the
background-image
property.
4. Save the changes.
5. Clear the browser cache and access the chat link to test the changes.
Appendix C: Kiwi Chat Template Sets 275
Changing Chat Bubble Colors
Five different bubble colors are used to identify the messages sent by the customer and all agents in the chat
session. You can change the color of all these bubbles.
Out-of-the-box bubble colors
To change the chat message bubble colors:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\chat\less\chat-main.less
file in a text editor.
2. To change the chat message bubble color for customers: Locate the
&.customer
class and in the
.bubble
class change the value of the background property. Also, in the
.arrow-wrap
class change the value of
the
border-left
property.
3. To change the chat message bubble color for the first agent: Locate the
.eg-chat-message
class and in
the
.bubble
class change the value of the
background
property. Next, locate the
.eg-chat-message,
.eg-chat-temporary-message
class and in the
.arrow
class change the value of the
border-right
property.
4. To change the chat message bubble color for all other agents who can join the chat as supervisors: Locate
the
&.agent1, &.agent2,
and
&.agent3
classes and in the
.bubble
class change the value of the
background
property. In the
.arrow
class change the value of the
border-right
property.
5. Save the changes.
276 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
6. Clear the browser cache and access the chat link to test the changes.
Customized bubble colors
Changing Sound Alert
A sound alert is played on the customer side when a new chat message comes. You can change this sound alert.
To change the sound alert:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. Locate the
chatsoundURL
property and change the value of the property to the path of the new chat sound
file. Only
.wav
files are supported.
3. Save the changes.
4. Clear the browser cache and access the chat link to test the changes.
Appendix C: Kiwi Chat Template Sets 277
Configuring Widgets
Widgets with useful information such as, frequently asked questions, can be added to the login page and to the
chat page.
To configure widgets:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\properties\chat_
Locale
.properties
file in a text editor.
2. Configure the following settings:
CONFIG_LOGIN_FORM_WIDGET_URL
: Provide the URL of the widget you want to display on the login
page for chat.
CONFIG_DIALOGUE_WIDGET_URL
: Provide the URL of the widget you want to display during the chat
session.
3. Save the file.
4. Clear the browser cache and access the chat link to test the changes.
278 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Configuring Survey Questions
At the end of the chat session a survey form is presented to customers to measure the usefulness of the chat. The
survey form has three questions and a text box for providing additional comments. You can change the text of
these questions, however, you cannot add or remove questions from the survey form.
You can turn off the survey, if you do not wish to use it. For details, see “Turning Off Surveys” on page 279.
Out-of-the-box chat survey form
To change the text of survey questions:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\properties\chat_
Locale
.properties
file in a text editor.
2. Locate the section for survey questions by searching for
L10N_SURVEY_INTRO
. In this section change the
following properties:
L10N_SURVEY_INTRO
: Change the text for presenting the survey form.
L10N_SURVEY_Q1
,
L10N_SURVEY_Q2
, and
L10N_SURVEY_Q3
: Change the text of the survey
questions.
L10N_POOR
,
L10N_FAIR
,
L10N_GOOD
,
L10N_VERY_GOOD
,
L10N_EXCELLENT
: Change the text of the
tool tip for the stars shown on the survey form.
L10N_SURVEY_ADDITIONAL
: Change the title of the text box.
L10N_SURVEY_VALIDATION_ERROR
: Provide the message to be displayed when the text in the
comments box exceeds the allowed size.
L10N_THANKS
: Change the message displayed to users after they have completed the survey.
L10N_SUBMIT
: Change the text of the button used for submitting the survey.
Appendix C: Kiwi Chat Template Sets 279
Save the changes.
3. Clear the browser cache and access the chat link to test the survey form changes.
Customized chat survey form
Turning Off Surveys
You can turn off the survey if you do not wish to display a survey form at the end of chat sessions.
To turn off surveys:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\eGainLiveConfig.js
file in a
text editor.
2. In the file locate the
turnOffChatSurveyPage
property and change its value to
true
. Save the changes.
3. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\properties\chat_
Locale
.properties
file in a text editor.
4. In the file locate the
L10N_THANKS_WITHOUT_SURVEY
property and change the text to be displayed to
customers when they end the chat session. The default value is
Thank you for chatting with us.
Save the changes.
5. Clear the browser cache and access the chat link to test the changes.
280 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
Changing the Off Hours Message
An off hours message can be displayed to customers when agents are not available for handling chats.
Off hours message
To change the off hours message:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\properties\chat_
Locale
.properties
file in a text editor.
2. Locate the property
L10N_OFF_HOURS
and change the message to be displayed during off hours.
3. Save the changes.
Appendix C: Kiwi Chat Template Sets 281
4. Clear the browser cache and access the chat link to test the changes.
Custom message
Changing Chat Transcript Options
During a chat session and at the end of a chat session, customers have access to the Print Transcript and Save
Transcript buttons. Customers can use these buttons to print or save the chat transcript for future reference.
You can change the tool tips for these buttons and you can add a header, footer, and title for the transcript
window. You cannot remove these buttons from the chat window.
To change the chat transcript options:
1. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\properties\chat_
Locale
.properties
file in a text editor.
2. Edit the values for the following properties:
L10N_SAVE_TRANSCRIPT_BUTTON
: Change the tool tip of the Save Transcript button.
L10N_PRINT_TRANSCRIPT_BUTTON
: Change the tool tip of the Print Transcript button.
L10N_TRANSCRIPT_TITLE
: Provide a title for the transcript page.
TRANSCRIPT_HEADER_LIVE_CHAT
: Provide the header for the transcript page.
L10N_CUSTOMER
: Do not change the value of this property.
L10N_AGENT
: Do not change the value of this property.
3. Open the
Cisco_Home
\eService\templates\chat\
Template_Folder
\properties\messaging_
Locale
.propert
ies
file in a text editor.
4. Edit the value for the following property:
282 Enterprise Chat and Email Administrator’s Guide to Chat and Email Resources
MAIL_HEADER_LIVE_CHAT
: Change the header of the transcript emailed by the system.
5. Save the changes.
6. Clear the browser cache and access the chat link to test the changes.
Deleting Template Sets
To delete a template set:
1. On the web server, browse to
Cisco_Home
\eService\templates\chat.
2. Delete the template folder that you do not want to use. If you are using these templates for any entry point,
make sure to update the HTML code on web pages with the new template sets you want to use.
Important:
You must delete the templates files from all web servers in your installation.
