Enabling chat
The first step in enabling chat is deciding how to provide access to chat. You must determine how chat will be offered within your corporate website and published to the Internet as well as how your interactions access offered chat services.
During the installation of Multimedia Contact Center, the chat server CCMWa (Internal URL http://<enterprise server>/ccmwa) and the customer-facing chat request form (default URL http://<enterprise server>/ccmwa/chat) are installed on the Enterprise Server. Individual queues include an Internal URL for direct access to them: http://<enterprise server>/CCMWa/chat/<queue GUID>. The configuration and customization of your chat request forms are handled in a single JavaScript file, chat.public.config.js.
As of version 9.2, it is recommended to use the chat files on the Enterprise Server rather than hosting them on your corporate web server. For more information, see "Hosting chat files on your corporate web server".
- Determine how to offer chat to contacts.
Multimedia contacts to select a queue to which their chat will be submitted, through a queue-specific chat request form, through activities in an Inbound workflow, or through a user-made chat request page.
For more information, see "Determining how to offer chat"
- Publish chat to the Internet with reverse proxies.
Reverse proxies enable /CCMWa to be published as a part of your corporate website.
For more information, see "Publishing Chat and Contact Us to the internet using a reverse proxy".
- Customize your chat request forms.
Chat request forms can be customized in chat.public.config.js to display corporate branding, show and hide different form properties, and display avatars in chat sessions.
For more information on customizing your chat request forms, see "Customizing public-facing chat".
- (Optional) Customize Ignite chat and SMS agent options.
Agent options for handling chat and SMS messages can be configured to change Ignite handling options and display avatars in chat sessions. For more information on customizing your agent chat and SMS session in Ignite, see "Customizing Ignite chat and SMS agent options".
- Integrating chat with your website.
You must determine how chat is offered through your website so that your contacts can access it. For suggestions on how to integrate chat with your corporate website, see "Offering chat through your corporate website".