Maintenance Manual
88 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
Entry_Point_ID is the ID of the entry point to which chat requests are linked. You can get the entry point ID
from the URL of the entry point (page 81). For example, in the link,
http://v38w1/system/templates/chat/sunburst/chat.html?entryPointId=1000
, the entry
point ID is
1000
.
The result of this request is:
<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<agentAvailability available="true"
xmlns:ns2="com/egain/live/framework/bosh/gen"
xmlns:ns4="urn:ietf:params:xml:ns:xmpp-stanzas" xmlns:ns3="jabber:client"/>
The web master would need to write a javascript code using this result code to show and hide the chat link
based on agent availability. The value of the attribute
available
can be used to make the decision if the
chat link should be displayed or not. If the value is
true
, it means atleast one agent is available to work on
the new incoming chat activity. If the value is
false
, it means that no agent is currently available to work
on new activities.
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. This feature is available for both integrated and standalone chats.
These changes take effect for all departments in the installation.
To configure auto-pushback settings for chats:
From the Administration Console, from the Partition Level settings, configure the following chat auto-
pushback settings. For details about doing this task, see Cisco Unified Web and E-Mail Interaction Manager
Administrator’s Guide to Administration Console.
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 Unified WIM
Important: You must set the Agent Availability as Required for the entry point for which you want
to use this feature (page 75). Also, agents should be instructed to make themselves available from
the Agent Console by selecting the Available for Chat option in the Inbox.