Maintenance Manual

50 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
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.
Configuring the More Help Options Page
Administrators can define the number of chats that can wait in a queue. For details about configuring the
maximum chat queue depth for queues, see the Cisco Unified Web and E-Mail Interaction Manager
Administrator’s Guide to Routing and Workflows.
After the queue depth reaches the defined number, a “More Help Options” page is displayed to the customer
notifying that all the agents are busy. On this page, you can configure links for other support channels, like
email, phone, etc.
Important: This section applies only for standalone chats.