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.

Messages screen showing various Message configurations

Message Properties

Control NameDescription

Name

Message configuration name.

Organization Unit

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.

(lightbulb)  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.

Description

Enter the description of the message configuration.

Messages section

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.

Bridging Message

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.

Commands section
IM Terminate Command

Used as text command in SfB client to terminate a session directly. Both customer and Agent can use this command.

(warning) You may remap this command, but keep in mind that SfB uses commands as well. → See source.

(info) After using the terminate command both customer and Agent get the final message as configured in the "Messages" section.

Outbound Service Messages section

(tick) Precondition: The culture of the messages configured below must correspond to the service culture configured in Service General Settings.

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. (lightbulb) 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.

Usage Scenario

Within the Agent's SfB Client the message scenario could play out as follows:

  1. Upon first try to call to the the target, "Connecting to destination message" is shown
  2. If the Dialout timeout is reached, send the "Connecting destination timeout message" is shown
    1. When the "Connecting destination retry message" is defined, the Agent will be informed about the next retry attempt.
    2. When the session is not successful the "Connecting destination not reached message" is shown → Also see (info) extension below.
  3. On a successful connection to target the "Destination connected message" is shown.

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:

    • Connecting Destination User Unknown
    • Connecting Destination Postponed
    • Connecting Destination Task Callee Busy
    • Connecting Destination Task Canceled
    • Other errors: Connecting Destination System Error

Visibility section

Agent is Anonymous for Customer

Enable to make any Agent appear as Anonymous to the Customer.

(info) 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.

(lightbulb) 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

(info) see below

Enable to let Agents know when a Supervisor joins the conversation in "Listening" mode.

Message (for listening mode)

(info) see below

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

(info) see below

Enable to let an Agent know when a Supervisor joins the conversation in "Whispering" mode.

Message (for whispering mode)

(info) see below

Define the message to display for the Agent when a Supervisor joins the session in "Whispering" mode.

Notify Agent if Supervisor is BargeIn

(info) see below

Enable to notify the Agent when a Supervisor joins the conversation in the "Barge In" mode.

Message (for BargeIn mode)

(info) see below

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:

  • %AgentDisplayName%
  • %AgentFirstName%
  • %AgentLastName%
  • %AgentSipUri%
  • %ServiceDisplayName%
  • %ServiceSipUri%
  • %ServiceTelNumber%
  • %SupervisorDisplayName%
  • %SupervisorFirstName%
  • %SupervisorLastName%
  • %SupervisorSipUri%

(lightbulb) You can also use these parameters in the "Messages" sections above by using the same %-annotation in a message. 


Some Examples: 

  • Thank you %AgentFirstName%, the session has ended. Don't forget to specify your ACW.
  • Thank you for contacting %ServiceDisplayName%. Don't hesitate to contact us via %ServiceTelNumber% for any further questions.


Adding Message Parameters

Messages during Supervision