Configure when to Extension window opens

By default the Extension window will show to agents for each audio based dialogue. Below are different settings how you can change this.

Open for chat based dialogue

With the setting "UseChatExtensionWindow" on true, the dialogues will also open for chat based dialogue. This setting is required for the Email Dialogue Provider.

 

Also open Extension window for non-agents

When performing a transfer to a non-agent (someone who isn't an agent in the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs.) the Extension window will not open. You can change this with the setting "SetupContextChannelTo". Think carefully about who is allowed to see your customers information.

  • Agents = Setup Context Channel to all agents (default)
  • AllDomains = Setup Context Channel to all users
  • InternalDomains = Setup Context Channel to all users in the Internal Domain
  • LicensedDomains = Setup Context Channel to all users in the license

 

Disable Extension window for specific audio dialogues

The Extension window will open for each audio dialogue, but can be turned of with the following settings:

 

Open Extension window while using a deskphone

In the scenario you are using an IP deskphone, you can use your Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. client on your desktop to see the Extension window. To use this feature, add the setting "AlwaysSetUpContextChannel" on true.