WebChat FAQ

Version

ClosedQ: How do I check the version of the WebChat?

A: If you go to the folder where the webchat is installed (for example)

C:\inetpub\wwwroot\<name of your webchat>\bin\

Choose the properties of the SFBWebChatPlus.dll file and click on tab "Details" to check your version

Support

ClosedQ: I have redirected the WebChat URL to an external URL. It still only works with the internal URL. How can I fix this?

A: The WebChat connects to a ChatHub, so therefore you must not only redirect the WebChat URL but also the ChatHub URL.

When you open the external URL in your browser, hit F-12, open the console and hit F5. Now you will notice that the WebChat is trying to connect to the internal URL for the ChatHub.

Make sure this ChatHub URL can be accessed from external locations also and enter the correct fqdnA fully qualified domain name (FQDN), sometimes also referred as an absolute domain name, is a domain name that specifies its exact location in the tree hierarchy of the Domain Name System (DNS). (external one) in the settings.xml (c:\inetpub\wwwroot\webchat_yourfolder\sfbwebchatplus\xml\settings.xml)

ClosedQ: Which browsers are supported for use with WebChat?

A: We have created our WebChat for use with Internet Explorer 9, 10 and 11. Also with up-to-date versions of Chrome, Firefox and Safari.

ClosedQ: I have added the WebChatShowFirstAgentIdentityToUser setting, but still don't see the agent's name. What am I doing wrong?

A: You will need to add the following parameter to the WebChatSubscriptions key in the appSettings.config file (can be found within the c:\inetpub\wwroot\chathub_ folder): #RequestAgentName=1

ClosedQ: How can I change the language for the chat messages?

A: Go to C:\inetpub\wwwroot\WebChat_uccUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers._name\webchatplus\xml folder and open the settings.xml file. Change the NL part in the <webchatpluslanguage>NL</webchatpluslanguage> line to EN, FR or DE.

Also add or change the ChatConversation settings on the SharePoint settings page for the UCC.

ClosedQ: My newly installed WebChat is not coming online. What should I do?

A: Search for the newly created WebChat endpoint in LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required.. Is it online here? If not, please place the endpoint on the endpoints list and restart the UCC service. If after that the presence page is still empty or still showing offline, please make sure the MSMQ settings are correct (perhaps they are switched by accident). To see the logging of the WebChat, go to the presence page, hit F12, open the console and refresh the page. The logging will now show you what is not correct.

ClosedQ: My Agent is not being hunted for Audio/Video. What should I do?

A: Make sure that you created a Skill for ChatAudio. This should be [Chat Skill Title]Audio.