The ‘Messages’ page provides an ability to configure messages that will be shown during IM conversations and (if configured) for agent supervision sessions.

The message configuration is used only for SfB services and can be configured on Services page -> General Information tab.

‘Messages’ page is accessible on Settings -> Service section -> Messages

On clicking a specific message configuration in the list, the user can view its details:

Message configuration details


The 'Message' configuration contains the following settings:

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

The message the agent sees 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.

Outbound Service Messages section

Connecting To Destination Message

The message the agent sees when he accepted the Outbound IM Chat, accepted the Outbound Call from the service and is calling the customer.

(tick) Precondition: The culture of the message should correspond to the service culture.

Connecting Destination Timeout Message

The message the agent sees when a customer did not answer an outbound call.

(tick) Precondition: The culture of the message should correspond to the service culture.

Connecting Destination Retry Message

The message the agent sees when the service tries to reach a customer one more time after the customer did not answer an outbound call.

(tick) Precondition: The culture of the message should correspond to the service culture.

Destination Connected Message

The message the agent sees when a customer accepted the outbound call and is connected to the agent.

(tick) Precondition: The culture of the message should correspond to the service culture.

Connecting Destination Not Reached Message

The message the agent sees when a customer did not answer an outbound call and the quantity of the configured call retries is finished.

(tick) Precondition: The culture of the message should correspond to the service culture.

Visibility section

Agent is anonymous for Customer

  • Set to ‘true’ to make the agent be anonymous for customer during an IM chat.
  • Set to ‘false’ to make the customer see agent data during an IM chat.

Agent Displayname for Customer

Put parameters to define what agent data the customer will see.

Supervisor is anonymous for Agent

  • Set to ‘true’ to make the supervisor be anonymous for agent.
  • Set to ‘false’ to make the agent see supervisor data.

Supervisor Displayname for Customer

Put parameter to define what supervisor data the customer will see in the chat window.

Supervisor Displayname for Agent

Put parameter to define what supervisor data the customer will see in the chat window.

Notify Agent if Supervisor is listening

  • Set to ‘true’ to notify the agent when supervisor joins the conversation in the ‘Listening’ mode.
  • Set to ‘false’ to do not notify the agent when supervisor joins the conversation in the ‘Listening’ mode.

Message (for listening mode)

Specify the message that will be displayed to the Agent when Supervisor joins the session in listening mode.

Notify Agent if Supervisor is whispering

  • Set to ‘true’ to notify the agent when supervisor joins the conversation in the ‘Whispering’ mode.
  • Set to ‘false’ to not notify the agent when supervisor joins the conversation in the ‘Whispering’ mode.

Message (for whispering mode)

Specify the message that will be displayed to the Agent when Supervisor joins the session in whispering mode.

Notify Agent if Supervisor is BargeIn

  • Set to ‘true’ to notify the agent when supervisor joins the conversation in the ‘Barge In’ mode.
  • Set to ‘false’ to not notify the agent when 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 bargein 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%