On Premises

Configure multiple ChatHunts

If you want your agents to have multiple chat sessions at once you will need to do a little more configuration.

  1. Create additional TrustedApplicationEndpoints. You can use the ExtraEndpoint script for this. The script is always located HELPERSCRIPTS sub folder of the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. install folder.

    Name the endpoints for example:

    • sip:ucc_name_chathunt01@domain.com

    • sip:ucc_name_chathunt02@domain.com

    • sip:ucc_name_chathunt03@domain.com

  2. Add those endpoints to the endpoints list on the SharePoint settings page and give them the modality "Chathunt".

  3. Restart UCC to activate Endpoints