<IMIchat Routing Report How to navigate to this page> Typical display>
Manage the properties of an individual IMIchat routing entry.
Each IMIchat asset allows messages to be received for a particular channel type (e.g. SMS, WhatsApp messages) and for those messages to be routed to agents or handled using a CallDirector script. These assets must be configured in conjunction with the IMIchat system identified in the rostrvm licence key.
It should be noted that some of these details are automatically filled in when the asset is created through IMIchat.
General Tab
Details to uniquely identify this entry.
| • | Name - this should be set to a unique name for the asset upon which chats arrive. This is the name that is seen in Manager reports; |
| • | Asset ID - this should correspond to the asset identifier configured in your IMIchat system; |
| • | Description - a textual description for the asset; |
| • | Class - the call class to be associated with the IMIchat sessions. This may be selected from a pre-configured entry or a new entry created by entering a new call class name. |
Inbound Tab
CallDirector script details.
| • | Script - the name of the CallDirector script to use to route Web Chat sessions to an agent. Normally this should be set to Chat Routing unless customised handling is required. If you do not wish to handle chats set the script to blank; |
| • | Debug logging - click this tick box to enable routing script logging output to the rostrvm log file; |
| • | Answer Timeout - the number of seconds that the agent is given to answer the chat before an alternative is requested; |
| • | Hunt Interval - if a hunt is invoked, this is the number of seconds between each contact; |
| • | Initial Message - an initial message sent to the Web Chat originator (e.g. please wait whilst we find an available agent); |
| • | Max Hunt Calls - the maximum number of contacts that can be in progress at any one time (0 means no limit); |
| • | Maximum Matches - the maximum number of agents to which a single contact can be presented at the same time; |
| • | No Agents Message - the message to be sent to the originator should the queue be closed or no agents are logged on; |
| • | Queue - the queue on which the chat should be placed; |
| • | Variables - any additional script variables defined for this script. |
From here you can:
| • | Edit - click the Edit button to invoke the CallDirector editor in order to view and change this routing script; |
| • | Properties - click the Properties button to navigate to the Routing Script properties page. |
Advanced Tab
Limits and timeouts to manage the handling of your Chats.
| • | Maximum Active Chats - the maximum number of active Chats, defaulting to 100. This is to limit the potential of denial of service attacks; |
| • | Inactivity Timeout - an inactivity timeout, with a default value of 30 seconds. When there has been no activity from the client end of a Chat that chat will be cleared. This is not user activity - it is polling activity (i.e. the Chat dialog is not shown on any web pages). |
Operations
From here you can:
| • | Save - click the Save button to apply the changes. If this is a new entry it will appear on the IMIchat Routing report; |
| • | Delete - click the Delete button to remove the entry. |