The ‘Messages’ screen allows to configure messages shown during IM conversations and (if configured) for agent supervision sessions.
The message configuration is done only to SfB services and can be applied on Services page -> General Information tab .
The " Messages " page is accessible via Settings -> Service section -> "Messages". You can define multiple message configuration sets to be applied individually to each of your services.
Message configuration name.
Select Organization Unit to which the message configuration will be assigned and made available to.
“Please Hold” Message
The message that the customer will see after he sent an IM message to the service, but the Agent has not answered the message yet.
If you fill the message with the value '(8) (8) (8)' the customer will see ♫ ♫ ♫ Icons in chat. → Visit the Skype Support page for a full list of SfB emoticons.
Enter the description of the message configuration.
Final Message to Agent
Message for the Agent if a customer leaves a conversation.
Final Message to Client
The message a customer sees if the Agent leaves a conversation.
The message a customer sees when his call is queued.
“IM Not Supported” Message
The message a customer sees if IM call is not supported. For example if the Agent is on a SfB mobile client.
|IM Terminate Command|
Used as text command in SfB client to terminate a session directly. Both customer and Agent can use this command.
You may remap this command, but keep in mind that SfB uses commands as well. → See source.
After using the terminate command both customer and Agent get the final message as configured in the "Messages" section.
Outbound Service Messages section
Connecting To Destination Message
Message for the Agent when he accepted the Outbound IM Chat, accepted the Outbound Call from the service and is calling the customer.
Connecting Destination Timeout Message
Message for the Agent when a customer did not answer an outbound call.
Connecting Destination Retry Message
Message for the Agent when the service tries to reach a customer one more time after the customer did not answer an outbound call.
Destination Connected Message
Message for the Agent when a customer accepted the outbound call and is connected to the Agent.
Connecting Destination Not Reached Message
Message for the Agent when a customer did not answer an outbound call and the quantity of the configured call retries is finished.
Connecting Destination System Error
Message for the Agent when a connection error occurred. A system Administrator should be notified about this.
Connecting Destination User Unknown
Message for the Agent when the target SIP/User is unknown.
|Connecting Destination Postponed|
Message for the Agent to inform that a task has been postponed and will be distributed later again.
|Connecting Destination Task Cancelled|
Message for the Agent to inform that a task has been cancelled.
|Connecting Destination Task Callee Busy|
Message for the Agent when the target is currently busy in a call.
Within the Agent's SfB Client the message scenario could play out as follows:
In case of termination due to a failure (e.g. Target Unknown or unreachable) the "Connecting Destination Not Reached Message" is extended with additional messages:
Agent is Anonymous for Customer
Enable to make any Agent appear as Anonymous to the Customer.
Disables the "Agent Display Name" for customer field.
Agent Displayname for Customer
Defines what data the Customer will see. You can define static text and / or parameters.
Click on the parameters list at the "Parameters" list to insert the parameter at your cursor position.
Supervisor is Anonymous for Agent
Enable to make the Supervisor appear Anonymous for the Agent.
Supervisor Displayname for Customer
Defines what Supervisor name the Customer will see in the chat window.
Supervisor Displayname for Agent
Defines what Supervisor name the Agent will see in the chat window.
Notify Agent if Supervisor is listening
Enable to let Agents know when a Supervisor joins the conversation in "Listening" mode.
Message (for listening mode)
Specify the message that will be displayed to the Agent when a Supervisor joins the session in "Listening" mode.
Notify Agent if Supervisor is whispering
Enable to let an Agent know when a Supervisor joins the conversation in "Whispering" mode.
Message (for whispering mode)
Define the message to display for the Agent when a Supervisor joins the session in "Whispering" mode.
Notify Agent if Supervisor is BargeIn
Enable to notify the Agent when a Supervisor joins the conversation in the "Barge In" mode.
Message (for BargeIn mode)
Specify the message that will be displayed to the Agent when Supervisor joins the session in "Barge In" mode.
Set of parameters
List of Parameters that can be put to the fields described above:
You can also use these parameters in the "Messages" sections above by using the same %-annotation in a message.
Adding Message Parameters