Inhalt/Content
Parameters
chat.permission… |
TOP | |
| Parameter | Values | Default value |
| chat.permission.validator | ||
| To validate the “Chat clearance required” a custom class can be used. | ||
| chat.permissions.allowed | true | false | false |
| Unlocks a button for the agents to share messages for Facebook chats. Enables the option in the supervisor on the category mask “Chat clearance required” | ||
chat.routing… |
TOP | |
| Parameter | Values | Default value |
| chat.routing.changeTags.offset | number in milliseconds | 20000 |
| If an agent changes the tags of a chat and chooses “route chat again”, the chat should be routed to another agent. If no other agent is available, the chat can be routed back to the former agent after the timespan chat.routing.reroute.timeout minus chat.routing.changeTag.offset. | ||
| chat.routing.chatSessionTimeframe | number of minutes | 15 |
| Parameters for the selection algorithm for chat routing: Selection based on group skill and then default skill, then load, then number of processed chats within the specified time interval in minutes. | ||
| chat.routing.clientKeepalive | number of milliseconds | -1 |
| Send a keepalive when communicating with the chat frontend. With a value greater than 10000 (10 seconds), the keep-alive is activated. | ||
| chat.routing.modeSwitchTimeout | number of milliseconds | 60000 |
| Timeout for switching the agent from mail mode to chat mode. | ||
| chat.routing.recategorize.offset | number of milliseconds | 20000 |
| Distance to the end of the routing (which is defined by the rerouting timeout) that attempts to return the chat privileged to the original agent. | ||
| chat.routing.reroute.enabled | true | false | true |
| Re-routing to the user who has already served the chat (if no other user is available). | ||
| chat.routing.reroute.timeout | 2 * chat.routing.timeout | |
| Shortly before the end of the rerouting timeout, the chat is privileged and routed to the original agent. The original agent will be privileged as from a voidAgent to a privilegedAgent. Privileged routing igores the category and is only executed once (will change in the future). If the original agent is offline in the meantime or in pause is routed normally further (even if the agent leaves the pause in the 20 seconds again). | ||
| chat.routing.sendCategoryStatus | true | false | true |
| Send status information for chat categories to the chat frontend. Required if availability is requested. New in 12.16: if true, Header information X-IS-AGENT-AVAILABLE is sent to the Chatbot (KB) indicating whether an agent for Chat is available. | ||
| chat.routing.timeout | number of milliseconds | 60000 |
| This is the maximum time a chat is tried to be routed to an agent before the customer receives a timeout. | ||
chat.slave.changeTags… |
TOP | |
| Parameter | Values | Default value |
| chat.slave.changeTags.enabled | true | false | true |
| Control if the agent is allowed to add or remove tags to his current chat. | ||
| chat.slave.changeTags.reroute.default | true | false | false |
| Control whether the Checkbox “Route chat again” in the “Assign Tags” dialog is per default ticked or not. | ||
chat.slave.kb… |
TOP | |
| Parameter | Values | Default value |
| chat.slave.kb.enabled | ||
| Unlock the Knowledge Base tab in the chat. Together with “chat.slave.kb.names” and an iQ response provider, the agent can then ask Help/ iQ questions. | ||
| chat.slave.kb.names | ||
| Number of the response provider for the Knowledge Base tab in chat mode. Depending on further configuration, further parameters. Sample value: 1. | ||
chat.slave.responseprovider… |
TOP | |
| Parameter | Values | Default value |
| chat.slave.responseprovider.enabled | true | false | |
| Enable an individual greeting for chats. | ||
| chat.slave.responseprovider.names | String | |
| Enable an individual greeting for chats. This defines the names for further use as parameters, for example “1”. You can specify multiple names separated by commas, for example “1,2”. | ||
| chat.slave.responseprovider.X.categories | String | |
| Allows to specify greeting texts depending on the chat category. As values, the placeholder “*” for all categories, or the names of the desired categories separated with comma, for example “Chat_DE, Chat_EN” can be entered. | ||
| chat.slave.responseprovider.X.class | ||
| Enable individual greetings for chats. | ||
| chat.slave.responseprovider.X.enabled | true | false | |
| Enable individual greetings for chats. | ||
| chat.slave.responseprovider.X.encoding | ||
| Encoding of the Help/ iQ answers, e.g. “UTF-8” (Parameter only required for setup the connection between Help (iQ) and Chat module). | ||
| chat.slave.responseprovider.X.event | ||
| Event name, which is called in the KB, e.g. to transfer the history when an avatar passes to chat. Sample Value: EVENT.SESSIONLOG (Parameter only required for setup the connection between Help (iQ) and Chat module). | ||
| chat.slave.responseprovider.X.iq_welcome | ||
| If set true, welcome phrase from the Help/iQ knowledge base when starting the chat is displayed (Parameter only required for setup the connection between Help (iQ) and Chat module). | ||
| chat.slave.responseprovider.X.limit | number of chats | |
| Define how many chats the agent must have in the interface (regardless of whether they are open or closed) for the WaitingResponseProvider to become active. If the limit is < 0 or the number of chats < limit, the WaitingResponseProvider acts as a normal TextModuleWelcomeResponseProvider and accordingly uses the text module defined by tmID, tmName or tmShortcut for the greeting. | ||
| chat.slave.responseprovider.X.showSuggestion | true | false | |
| If set true, the automatic answer is put into the editor of the agent. If set false, the automatic answer becomes visible when clicking on the agent’s question in the chat history. | ||
| chat.slave.responseprovider.X.timeout | number of milliseconds | 60000 |
| Define the interval after which an automatic reply to the last message from the agent or customer (waitAutoOnlyInactive=false) or to the last message from the customer when the agent is editing another chat (waitAutoOnlyInactive=true) is sent. | ||
| chat.slave.responseprovider.X.tmID | ||
| For individual greetings with chats. As an alternative to the welcome parameter, a text module can be stored, which can later be conveniently administered in the supervisor interface. Instead of using the full name of the text module (Param-171), this can be done by using the text module ID in this case. Attention: This parameter does not check, whether the referenced text module is assigned to the according chat category, use Param-171 instead. Works in combination with the following setting, this must point to the text module: chat.slave.responseprovider.X.class=com.novomind.chat.agent.plugin.TextModuleWelcomeResponseProvider. Works also in combination with the following settings, but only used if limit < 0 or number of chats < limit (cf. chat.slave.responseprovider.limit), chat.slave.responseprovider.X.class = com.novomind.chat.agent.plugin.WaitingResponseProvider. The referenced text module must be assigned to the category of the chat. | ||
| chat.slave.responseprovider.X.tmName | Name of text module | |
| For individual greetings with chats. As an alternative to the welcome parameter, a text module can be stored, which can later be conveniently administered in the supervisor interface. The definition is made optionally via the full name of the text module. | ||
| chat.slave.responseprovider.X.tmShortcut | String | |
| For individual greetings with chats. As an alternative to the welcome parameter, a text module can be stored, which can later be conveniently administered in the supervisor interface. The definition takes place via the shortcut name, if this was defined in the supervisor (as “shortcuts” under “configuration”> “text modules”) | ||
| chat.slave.responseprovider.X.url | ||
| Text module as an automatic answer. If a valid text module has been defined for the chat category and the limit is reached (cf. chat.slave.responseprovider.X.limit), an automatic reply to messages from the customer will be sent without delay. Works in combination with the following settings: chat.slave.responseprovider.X.class = com.novomind.chat.agent.plugin.WaitingResponseProvider. The referenced text module must be assigned to the category of the chat. | ||
| chat.slave.responseprovider.X.waitAnswerTmID | String | |
| chat.slave.responseprovider.X.waitAnswerTmName | String | |
| Text module as an automatic answer. If a valid text module has been defined for the chat category and the limit is reached (cf. chat.slave.responseprovider.X.limit), an automatic reply to messages from the customer will be sent without delay. Works in combination with the following settings: chat.slave.responseprovider.X.class = com.novomind.chat.agent.plugin.WaitingResponseProvider. The referenced text module must be assigned to the category of the chat. | ||
| chat.slave.responseprovider.X.waitAnswerTmShortcut | String | |
| Text module as an automatic answer. If a valid text module has been defined for the chat category and the limit is reached (cf. chat.slave.responseprovider.X.limit), an automatic reply to messages from the customer will be sent without delay. Works in combination with the following settings: chat.slave.responseprovider.X.class = com.novomind.chat.agent.plugin.WaitingResponseProvider. The referenced text module must be assigned to the category of the chat. | ||
| chat.slave.responseprovider.X.waitAutoOnlyInactive | true | false | false |
| Controls the behavior of the automatic message. False: An automatic message is sent after <chat.slave.responseprovider.X.timeout> milliseconds, regardless of who sent the last message and whether the agent currently has the chat in the foreground or not. True: An automatic message is sent after <chat.slave.responseprovider.X.timeout> milliseconds if the last message was from the customer and the agent does not have the chat in the foreground. Works in combination with the following settings: chat.slave.responseprovider.X.class = com.novomind.chat.agent.plugin.WaitingResponseProvider. Does not work in combination with automatic replies because in this case the last message is never from the customer. Changes to “waitAutoOnlyInactive” do not apply to chats that are already in progress. | ||
| chat.slave.responseprovider.X.waitAutoTmID | String | |
| Text module as an automatic message. If a valid text module has been defined for the chat category and the limit is reached (cf. chat.slave.responseprovider.X.limit), a message will be sent after the timeout (s. chat.slave.responseprovider.X.timeout). Works in combination with the following settings: chat.slave.responseprovider.X.class = com.novomind.chat.agent.plugin.WaitingResponseProvider. The referenced text module must be assigned to the category of the chat. Changes to “waitAutoTmID” do not apply to chats that are already in progress. | ||
| chat.slave.responseprovider.X.waitAutoTmName | String | |
| Text module as an automatic message. If a valid text module has been defined for the chat category and the limit is reached (cf. chat.slave.responseprovider.X.limit), a message will be sent after the timeout (s. chat.slave.responseprovider.X.timeout). Works in combination with the following settings: chat.slave.responseprovider.X.class = com.novomind.chat.agent.plugin.WaitingResponseProvider. The referenced text module must be assigned to the category of the chat. Changes to “waitAutoTmName” do not apply to chats that are already in progress. | ||
| chat.slave.responseprovider.X.waitAutoTmShortcut | String | |
| Text module as an automatic message. If a valid text module has been defined for the chat category and the limit is reached (cf. chat.slave.responseprovider.X.limit), a message will be sent after the timeout (s. chat.slave.responseprovider.X.timeout). Works in combination with the following settings: chat.slave.responseprovider.X.class = com.novomind.chat.agent.plugin.WaitingResponseProvider. The referenced text module must be assigned to the category of the chat. Changes to “waitAutoTmShortcut” do not apply to chats that are already in progress. | ||
| chat.slave.responseprovider.X.waitGreetingTmID | String | |
| Text module for the greeting. If a valid text module has been defined for the chat category and the limit is reached, a greeting is sent. Works in combination with the following settings: chat.slave.responseprovider.X.class = com.novomind.chat.agent.plugin.WaitingResponseProvider. The referenced text module must be assigned to the category of the chat. | ||
| chat.slave.responseprovider.X.waitGreetingTmName | String | |
| Text module for the greeting. If a valid text module has been defined for the chat category and the limit is reached, a greeting is sent. Works in combination with the following settings: chat.slave.responseprovider.X.class = com.novomind.chat.agent.plugin.WaitingResponseProvider. The referenced text module must be assigned to the category of the chat. | ||
| chat.slave.responseprovider.X.waitGreetingTmShortcut | String | |
| Text module for the greeting. If a valid text module has been defined for the chat category and the limit is reached, a greeting is sent. | ||
| chat.slave.responseprovider.X.welcome | String | |
| Enable custom greeting for chats. | ||
|
chat.slave.responseprovider.X.waitAutoLastMsgCustomerTmID – String chat.slave.responseprovider.X.waitAutoLastMsgCustomerTmName – String chat.slave.responseprovider.X.waitAutoLastMsgCustomerTmShortcut – String chat.slave.responseprovider.X.waitAutoLastMsgAgentTmID – String chat.slave.responseprovider.X.waitAutoLastMsgAgentTmName – String chat.slave.responseprovider.X.waitAutoLastMsgAgentTmShortcut – String |
||
chat.slave.showWelcome… |
TOP | |
| Parameter | Values | Default value |
| chat.slave.showWelcomeForward | true | false | true |
| By default, the chat partner is shown a new greeting after forwarding a chat. This can be deactivated using “false”. Has to be activated together with “chat.slave.autosendforward = true”. | ||
| chat.slave.showWelcomeReroute | true | false | true |
| By default, the chat partner is shown a new greeting after the routes of a chat (as by recategorizing) to indicate the redirection. This can be deactivated using “false”. | ||
chat.slave.textmodule… |
TOP | |
| Parameter | Values | Default value |
| chat.slave.textmodule.insertTimeout | number of milliseconds | 10000 |
| Necessary for scripting in text modules, such as JavaScript. If the insertion of the text module takes longer than the specified time (e.g. due to slow network), the temporary text module blocker is deleted and an error message appears in the status line. | ||
| chat.slave.textmodule.search.byLanguage | true | false | true |
| If the HTML Editor is activated, the text modules are displayed depending on the selected language. | ||
| chat.slave.textmodule.search.operator | AND, OR, ANDOR | |
| Operator for search terms in the filter for text modules. | ||
chat.slave.webrtc… |
TOP | |
| Parameter | Values | Default value |
| chat.slave.webrtc.audio.enabled | true | false | true |
| Audio recording button is visible by default, can be deactivated with this button. | ||
| chat.slave.webrtc.audio.save | true | false | false |
| Enables the saving of the audio track on the chat. | ||
| chat.slave.webrtc.autoConnect | true | false | true |
| By default, the WebRTC connection is established automatically. This can be changed using the parameter. In this case the Connect button flashes and the agent can initiate the connection with one click. | ||
| chat.slave.webrtc.call.button.disabled | true | false | |
| Control whether the “Handset” button is enabled for a video call. | ||
| chat.slave.webrtc.constraints.video.high.height | Number | 720 |
| Parameters for video resolution (high height) | ||
| chat.slave.webrtc.constraints.video.high.width | Number | 1280 |
| Parameters for video resolution (high width) | ||
| chat.slave.webrtc.constraints.video.low.height | Number | 240 |
| Parameters for video resolution (low height).240 | ||
| chat.slave.webrtc.constraints.video.low.width | Number | 320 |
| Parameters for video resolution (low width) | ||
| chat.slave.webrtc.constraints.video.medium.height | Number | 480 |
| Parameters for video resolution (medium height) | ||
| chat.slave.webrtc.constraints.video.medium.width | Number | 640 |
| Parameters for video resolution (medium width) | ||
| chat.slave.webrtc.enabled | true | false | false |
| Unlock the Video Chat feature | ||
| chat.slave.webrtc.localvideo.position.save | true | false | false |
| If set true, the position of agent’s video in video chat will be saved until parameter set to false. | ||
| chat.slave.webrtc.screenshot.enabled | true | false | true |
| Screenshot button is visible by default, can be deactivated here. | ||
| chat.slave.webrtc.screenshot.save | true | false | false |
| By default, the screenshot is downloaded locally from the agent. Using parameter (with “true”) the saving of the screenshot at the chat is activated. | ||
| chat.slave.webrtc.stun.url | String | |
| STUN Server for Videochat with WebRTC. The system parameter can be changed for one location via Individual setting of the location. | ||
| chat.slave.webrtc.turn.algorithm | HmacSHA1 | |
| For the algorithm to calculate the password for Ephemeral TURN credentials. The system parameter can be changed for one location via Individual setting of the location (from V11.24). | ||
| chat.slave.webrtc.turn.client.password | String | |
| For the TURN authentication a different password can be specified for the customer/client. The system parameter can be changed for one location via the view Individual setting of the location (from V11.24). | ||
| chat.slave.webrtc.turn.client.username | String | |
| For the TURN authentication, a different user name can be specified for the customer/client. The system parameter can be changed for one location via Individual setting of the location (from V11.24). | ||
| chat.slave.webrtc.turn.force | true | false | false |
| Force TURN (http://w3c.github.io/webrtc-pc/#rtcicetransports-enum) can be activated. The system parameter can be changed for one location via Individual setting of the location (from V11.24). | ||
| chat.slave.webrtc.turn.password | String | |
| TURN Server for WebRTC may need a password. The system parameter can be changed for one location via the view Individual setting of the location. | ||
| chat.slave.webrtc.turn.sharedSecret | ||
| Shared Secret for Ephemeral TURN credentials. The system parameter can be changed for one location via the view Individual setting of the location (from V11.24). | ||
| chat.slave.webrtc.turn.ttl | number of hours | 24 |
| The TTL (in hours) can be configured differently. | ||
| chat.slave.webrtc.turn.username | String | |
| TURN Server for WebRTC needs a username if necessary. The system parameter can be changed for one location via Individual setting of the location. | ||
chat.socket… |
TOP | |
| Parameter | Values | Default value |
| chat.socket.frontend.port | Number of port | 4250 |
| Port for communication to the chat frontend. Corresponds to the PORT in the JSPClient.config.jsp for successful communication. | ||
| chat.socket.slave.port | Number of port | 4255 |
| Port for communication to iAGENT Chat. Note: Changes has to be configured at Chat Frontend, e.g. in the Chat web.xml for the chat servlet. | ||
chat div… |
TOP | |
| Parameter | Values | Default value |
| chat.agent.nickname.default | Berater (for de) / Agent (for en) | |
| Since version 12.19: Default agent name for the chat frontend, if this parameter is used by the chat frontend (depending on implementation). | ||
| chat.db.properties.allowCreateNewColumn | true | false | true |
| This parameter is used to configure whether the agent can create new properties for a chat via the CRM tab or not. The default value is set to “true”, so that the agent can add new properties to a chat, additional colomns are created in Database. | ||
| chat.externalSystem.nickname | String | Ext. System |
| Set a name for the external system, i.e. messenger messages sent by an external tool | ||
| chat.reload.expiry.seconds | number of seconds | 28800 |
| Configure how long chat history is available via LOAD after chat end. Defaults to 8 hours. | ||
| chat.sessiontoken.validity | number of milliseconds | 36000 |
| Determine the validity of the token (in milliseconds) used in the chat URL. | ||
| chat.show.tab | true | false | true |
| Determine whether the chat tab should be displayed or not. The chat tab is only displayed if either the parameter “chat.show.tab” is set to true or the feature “FEATURE_CHAT” is installed. | ||
| chat.slave.autoQuit | number in milliseconds | 10000 |
| The [SEND] button below the Chat input window has become a dropdownlist with a new option “Send and Quit after Delay”. If the Agent sends a message using this option, the Chat state becomes “Quitting” and the chat will automatically quit after the timeout set here. It won’t quit if the customer starts typing, sending a new message or the chat is rerouted, forwarded etc. | ||
| chat.slave.autosendfirst | true | false | false |
| Automatic sending of a greeting in a chat. | ||
| chat.slave.autosendforward | true | false | |
| If a new greeting is to be sent during forwarding. | ||
| chat.slave.autosendreroute | true | false | false |
| Automatic text for chat reclassification and reroute. | ||
| chat.slave.client.workerThreads.max | number | 16 |
| chat.slave.cobrowsing.enabled | true | false | false |
| Activate the button Cobrowsing button in chat mode. Requires further configuration for co-browsing functionality. | ||
| chat.slave.confirmation.webrtc.hangup | true | false | false |
| Confirmation when hanging up the WebRTC connection. | ||
| chat.slave.maxchars | number of characters | |
| Define the maximum number of Characters in one Chatstep (since version 12.19). If not set, 100.000 (sic) characters fit in one Chatstep. | ||
| chat.slave.notification.newchat.enabled | true | false | true |
| Configure chat notification at desktop for Chrome, Firefox and Edge after incoming chat. Overridable at tenant individual configuration | ||
| chat.slave.permission.showPinGenerator | true | false | |
| Show the pin generator in the chat, a button “Cobrowsing PIN” is displayed. Requires further configuration for co-browsing functionality. | ||
| chat.slave.size.history | HTML px value | |
| Size of the text in the chat history of the agent. | ||
| chat.slave.url | URL | |
| URL to the chat slave. | ||