Configuring chat options for multimedia queues

The following procedures explain how to:

Set the queue hold requeue time
Note:
Once the hold requeue time expires, interactions are requeued whether the agent is logged in or not
Configure chat queue transcript options

The chat options tab for chat queues enables you to email chat transcripts to interactions as a part of the Chat Response workflow and view the internal and external URL for that specific chat queue.

A queue’s internal URL has the queue’s GUID built into the URL, removing the potential need for customers to select the queue they want from the chat request page and, if the Inbound workflow is configured to route based on queue IDs, automatically identify the destination queue so that customers are routed directly to the appropriate queue. There are two fields for chat URLs, the external URL for Queue and the internal URL for Queue. The internal URL for Queue is the Public URL used internally by the system <Enterprise Server>/chat/GUID. The external URL for Queue is the Public URL used externally with the reverse proxy applied and is the URL to link interactions to specific queues.

The following procedures take place in Multimedia > Queues.

To set the queue hold requeue time

Select a queue and click the Chat options tab.
Under Requeue options, set the Hold requeue time.
Note:
Once the hold requeue time expires, interactions are requeued whether the agent is logged in or not
Click Save.

To configure chat queue transcript options

Select a chat queue and click the Chat options tab.
Select Email chat transcript.
Type the email address that will sends the transcript.
Note:
The email address must be your SMTP server’s main address or an alias. For more information on SMTP servers, see "Configuring SMTP connections to Multimedia Contact Center".
Click Save.

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