Maintenance Manual

36 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
 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_en_us.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.
2. Save the changes.