Sites

TENANT ADMIN SITE ADMIN

The "Sites" view allows you to define the pages of the web-site, where the RTC Launcher contact panel will be placed.

"Sites" page

Add Site

Precondition: To add a site at least one Domain must be defined first. → The "Add Site" button is made visible if at least one domain exists in the system.

To add a site, click the "Add Site" button → A popup will open

"Add Site" pop-up

The following settings can be specified:

Field Name	Description
Name	Site name. Field is required.
Customer Identifier	An additional custom identifier to get groups/contacts. The api call which returns all sites under a given tenant: baseapiurl/api/tenantid/div. Is not required.
Path to the page after the domain name	Path to the page after the domain name, i.e /contact/. Field is required.
Domain (dropdown)	Drop-down with the list of all available Domains. → After saving the site will be assigned and displayed on the Domain's "Registered Sites" list. Domains are specified as "secure" URLs, also to block requests from other sites (CORS-error). This prevents that Contacts and related Information cannot be requested from other sites.
Default Language	Drop-down with available languages. This setting determines the default language used in your site Templates
Chat Timeout	The timeout after which a chat conversation will be terminated if not active (browser page closing/reload). Higher values may cause a high load on your system as more sessions are kept alive simultaneously.
Disable Site	Disables all RTC Launcher functionality ite-wide. When checked: the site is shown as disabled "Preview" / "Integration Preview pages for contacts are hidden. On RTC Web-client side: Blocks loading of all contacts; Blocks requests for presence/IM/Audio/video

Groups Section

TENANT ADMIN SITE ADMIN

Precondition: A site has been created. Groups are optional, created from Contacts. If you haven't defined either yet, creating a group will not be possible.

→ The newly created site entry will show a groups section with an "Edit" button.

Add Group

You can assign one or several existing Groups.
To add a group:

Click the button in the "Groups" section.
Click the button.
Search for an existing group using the search bar.
Click on "Add"
Repeat steps 3-4 or click on "Next"

Add Group

Modalities

Once at least one group is selected, you can select the modalities for the group(s)

Add Group Modalities

Parameter

Description

Send parameters from customer form in initial message

When checked Customer parameters, like Name, e-mail etc., will be automatically sent to an Agent in first Instant Message (IM).

This is configured via the Customer Form Template selected in the next step.

The default Customer Form Template needs to be adapted for this as no additional parameters are not collected.

Show goodbye message

When checked a conversation termination message will be shown.

The message can be customized through the custom Conversation Template

Edit the "CONVERSATION_GOODBYE_MESSAGE" key via the translations files. A hyperlink may be included.

Enable direct meeting join for Pexip

Allows to switch between B2B or direct meeting join for Agents, which results in less resource usage and less license usage:

When checked the Agent gets directly invited into a conference.
When disabled RTC creates a B2B to the Agent .

Templates

The last step is to assign the templates to the groups:

Contact Template - determining how the contacts are displayed for this site
Conversation Template - determining how the conversation window looks like
Customer Form Template - determining what kind of details the customer needs to specify before interacting with an RTC Launcher Agent.

Add Group Templates

Group Editing Mode

Already created groups are protected against a

To edit an already existing group:

Click the "Edit" button in the "Groups" section
Then expand the Group details.

"Groups" section in editing mode
Change modality settings, options and templates same as explained above.
When done, don't forget to "Save" your changes

"Generated DIV" for your Website

RTC Launcher generates two blocks of code to use within your sites. :

A div-block which contains the group ID and calls the query
A javascript-block which contains the actual query functionality and CSS styling reference

Each of your groups will get separate instances of code blocks. They must always be pasted together on the same calling website HTML.

Using the the generated DIV button for any existing group entry you can copy and paste HTML code directly into your website:

If multiple groups have been generated, locate the group you want to use within your site
Open the "Generated DIV" pop-up by clicking on the button.
Follow the instructions shown on-screen to copy the code to the <body> section of your site

Generated DIV popup

Mobile Client Code

Skip this step if you're not using the RTC Launcher mobile client.

Click on the "Generate" button to create a short URL which can be used by a mobile client. → The button now changes to "Copy to Clipboard"
Output Format is: 8 symbols, only letters and digits.
Copy and paste the code from the into the mobile application.

Mobile client short url example

DIV code modification

There are additional attributes in the div to enter a custom template path:

Conversation Template	Contact Template	Customer Form Template	Callback Template
conversation-template-url; conversation-template-translation-url; conversation-template-css-url;	contact-template-url; contact-template-translation-url; contact-template-css-url;	customer-form-template-url; customer-form-template-translation-url; customer-form-template-css-url;	callback-template-url; callback-template-translation-url; callback-template-css-url;

If these attributes are provided with a valid path, they will be used first instead of default templates, defined in the admin back-end.

In case any of the files cannot be loaded (e.g. path is invalid) an error code in the browser console will be provided.

Modified DIV Code Example

<div
    rl-site-contact
    contact-url="/api/a19ae892a1ece611944b00155df5f2d1/sites/a9e1e3e1-a7ec-e611-944b-00155df5f2d1/contacts/3a8d0ff5-1b3a-e711-944d-00155df5f205"
    ng-jq="jQueryLuware"
    language="fr"
    conversation-template-url="http://rtclauncher.dev.luware.com/Custom/conversation_template Custom.html"
    conversation-template-translation-url="http://rtclauncher.dev.luware.com/ Custom /conversation_translation"
    conversation-template-css-url="http://rtclauncher.dev.luware.com/ Custom /styles.css"
    contact-template-url="http://rtclauncher.dev.luware.com/ Custom /contact_template Custom.html"
    contact-template-translation-url="http://rtclauncher.dev.luware.com/ Custom /contact_translation_"
    contact-template-css-url="http://rtclauncher.dev.luware.com/ Custom /styles.css"
></div>

XML

Conversation Context Attributes

Optional Feature: Conversation Context is used in combination with RTC Launcher and LUCS service. With this feature a customer can send custom parameters to LUCS.

There are additional attributes in the <div> to assign conversation context:

Configure LUCS Service to open the demo application context pages;
Send the required parameters over RTCLauncher and use them to open the correct web-pages;
Add the attribute into the service div: i.e. cctxt="Location:41.40338, 2.17403";
Open the Web-App and initiate a new chat;
Check Sessions.log that parameters have been sent correctly.

An additional attribute in the <div> allows to set initial messages which will be send to target contact as first messages in the chat conversation: "init-msg".
Multiple messages should be separated with semicolon msg1 ; msg2

<div
    rl-site-contact
    contact-url="/api/a19ae892a1ece611944b00155df5f2d1/sites/a9e1e3e1-a7ec-e611-944b-00155df5f2d1/contacts/3a8d0ff5-1b3a-e711-944d-00155df5f205"
    ng-jq="jQueryLuware"
    init-msg="Contact page; https://luware.com?contactId=123"
></div>

XML

An additional attribute in the <div> allows to start an Audio or Video call directly in an escalated window escalated="true". Note that it is not available for IM:

<div rl-site-contact contact-url="/api/ee0a7a5d033ce811945700155d218659/sites/e930488b-e452-e811-9104-08dce072696b/contacts/fe10a1cf-f0dd-e811-90f7-08dce072695b" escalated="true" ng-jq="jQueryLuware"></div>

XML

Contacts Section

TENANT ADMIN SITE ADMIN

Instead of using groups, contacts can be assigned to a site directly using the "Contacts" section.

Add Contact

Good to know: Many contacts can be assigned to one site, but only once to a specific site.

To add a contact to your sitet:

Open the editing mode clicking the button in the "Contacts" section of the "Sites" page.
Click the "Add Contact" button. → An "Add Contact" pop-up opens.

On the "Contacts" tab use the search to identify a contact to add

Contact Details

On "Contacts Details" tab optionally mark the contact as "floating"
Note: this tab is not displayed if more then one contact was added on the previous step or a floating contact has already been assigned on the site.

Details

Select modalities and additional options for the contact on "Contact Details" tab.

Parameter	Description
Show welcome message	The customer will receive the "Welcome message" after conversation is started
Send parameters from customer form in initial message	When checked Customer parameters, like Name, e-mail etc., will be automatically sent to an Agent in first Instant Message (IM). This is configured via the Customer Form Template selected in the next step. The default Customer Form Template needs to be adapted for this as no additional parameters are not collected.
Show goodbye message	When checked a conversation termination message will be shown. The message can be customized through the custom Conversation Template Edit the "CONVERSATION_GOODBYE_MESSAGE" key via the translations files. A hyperlink may be included.
Enable direct meeting join for Pexip	Allows to switch between B2B or direct meeting join for Agents, which results in less resource usage and less license usage: When checked the Agent gets directly invited into a conference. When disabled RTC creates a B2B to the agent.

Template

Choose the templates to be used for the contact(s).

Contact Editing Mode

Contacts are locked against accidental editing.

To edit single contact properties, click the button in the "Contacts" section then expand the Contact details.

You can configure Modalities, Templates and other properties for each contact:

Parameter	Description
Floating Contact	Only one contact/LUCS service can be added on the web-page as a floating contact. The option is not available for the Group of contacts.
Show welcome message	The customer will receive the "Welcome message" after conversation is started Notes: "Show welcome message" will be ignored, when "Start conversation immediately" is enabled. This feature will not work in combination with start floating proactively.
Show goodbye message	When checked a conversation termination message will be shown. The message can be customized through the custom Conversation Template Edit the "CONVERSATION_GOODBYE_MESSAGE" key via the translations files. A hyperlink may be included.
Send parameters from customer form in initial message	When checked Customer parameters, like Name, e-mail etc., will be automatically sent to an agent in first Instant Message (IM). This is configured via the Customer Form Template selected in the next step. The default Customer Form Template needs to be adapted for this as no additional parameters are not collected.
Enable direct meeting join for Pexip	Allows to switch between B2B or direct meeting join for Agents, which results in less resource usage and less license usage: When checked the Agent gets directly invited into a conference. When disabled RTC creates a B2B to the agent.
Start conversation immediately	Available for UCMA contact only. When checked, then IM conversation will start on opening of the chat (regular/floating) window. This allows starting conversation with IVR-Services immediately.
LUCS Conference Usage Enabled	Available for UCMA contact only. When enabled the session with LUCS service is created as a conference. When false: no presenting/audio can be added.
Callbacks enabled Will not show if not configured in Tenant configuration	Available for UCMA (Service) contact only. When checked, a Customer can schedule a callback to LUCS Service through RTC Launcher. Has the following configuration settings: Minutes between retries: The time after which the call will try to redial. By default "1"; Min value "1"; Max value "60"; Max attempts count: The amount of times the call will reach the target contact whithing one scheduled Callback. By default "3", Min value "1"; Max value "5"; Priority: By default the Priority is set to Normal. The drop-down has the list of availablr LUCS Priority types; Callback Template: The selected Callback template. Also see how Callbacks work during Client Usage.

Proactive Floating Contact

There is an additional attribute in the Floating contact (Single/Service) div that allows to trigger the floating chat proactively: id="floatingContact".

<div id="floatingContact" rl-site-contact contact-url="/api/ee0a7a5d033ce811945700155d218659/sites/e930488b-e452-e811-9104-08dce072696b/contacts/dd6d91e9-033c-e811-9457-00155d218659" ng-jq="jQueryLuware">
</div>

XML

The Index.cshtml file should contain the following method.

setTimeout(function() {
rtcLauncher.startFloating("Hello, How may I help you?", "#floatingContact");
},15000);

XML

Note that time is set in milliseconds and has a configurable welcome message.