Maintenance Manual

Configuring the System for Chat 15
Configuring the System for Chat
This section describes the objects you need to create to set up your system for chat (both standalone and
integrated), 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.
Articles (From the Knowledge Base Console, Content node): For details, see the Cisco Unified Web and E-
Mail Interaction Manager Knowledge Base Author’s Guide.
Users (From the Administration Console, User node): For details, see the Cisco Unified Web and E-Mail
Interaction Manager Administrator’s Guide to Administration Console.
Queues (From the Administration Console, Workflow node): For details, see the Cisco Unified Web and E-
Mail Interaction Manager Administrator’s Guide to Routing and Workflows.
Templates (From the web server): For details, see Chapter 2, “Chat Template Sets”.
Entry points (From the Administration Console, Chat node): For details, see Chapter 4, “Entry Points”.
Transfer codes (From the Administration Console, Workflow node): For details, see the Cisco Unified Web
and E-Mail Interaction Manager Administrator’s Guide to Routing and Workflows.
Share chat transcripts with other departments (From the Administration Console, Departments node): For
details, see the Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Administration
Console.
Configuring the dynamic messages to be displayed for integrated chats activities. For details, see
“Configuring Dynamic Messages for Chats and Callback” on page 88.
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 Administration Console, User node): For details, see the Cisco Unified Web and E-Mail
Interaction Manager Administrator’s Guide to Administration Console.
Queues (From the Administration Console, Workflow node): For details, see the Cisco Unified Web and E-
Mail Interaction Manager Administrator’s Guide to Routing and Workflows.
Templates (From the web server): For details, see Chapter 3, “Callback Template Sets”.
Entry points (From the Administration Console, Chat node): For details, see Chapter 4, “Entry Points”.
Enable the website for callback by inserting a code snippet.