Maintenance Manual

38 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
bgcolor:'#f27935',
url:'mailto:[e-mail]'
},
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_ en_us .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, etc. 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 Unified EIM & WIM system. Off the record
conversation can be started and stopped only by customers. This feature is enabled while configuring data