Configuring the extension window

The extension window offers several configurations options in the web.config of the extension window package. Currently the extension window offers the following options:

Warning The web.config contains more options then are explained on this page, these are for development purposes and should be left untouched.

AppSettings

Setting

Description

CallPropertyServiceURI

URL link to the CallPropertyService if it is required that the extension window stores call properties. Call Properties are used for the CallClassification in the conversation options tab.

Example = http://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..domain.com/CallPropertyService/CallPropertyManager.svc

NoteServiceURI

Only required for the Notes Tab.

CloseWindowAfterDisconnect

Option to automatically close the extension window directly after a call is finished.

  • TRUE = Close Window after disconnect

  • FALSE = Leave Window open after disconnect

Tabs

It is possible to load additional plug ins in the extension window. These plug ins are added as tabs in the extension window and could be used to offer additional functionality (like the conversation tab) or custom made functionality for a customer. The tabs section contains a list of names. These names are the dll file names that should be loaded dynamically as a tab in the extension window.

Tip You can load multiple tabs by entering the values semicolon separated.

Note Please note that the dll file must be placed in the ClientBin folder.

DefaultTab

Define which tab will be shown first. If this field is empty the timeline will be shown by default.

HideEmptyFields

Option to automatically hide empty fields in the contact information section in the upper left section. It will often happen that not all fields that we try to retrieve from the CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way. are available. In which case we would normally see empty fields.

  • TRUE = Do not show empty fields

  • FALSE = Show empty fields

HideLeftLowerPanel

Option to hide the cases panel at the lower left side of the extension window

  • TRUE = Do not show cases / contacts panel

  • FALSE = Show cases / contacts panel

SelectSingleContact

If a single contact is retrieved by a search request and SelectSingleContact is true, the contact will be selected automatically.

  • TRUE = Select contact if only a single contact is retrieved

  • FALSE = Show retrieved contact, user needs to select the correct contact. (even if there is only 1)

UseAutomaticContactSearchUsingIM

Toggle support of ucc chat endpoint.

  • TRUE = Using a ucc chat endpoint will be supported by the CRM plugin

  • FALSE = Using a ucc chat endpoint will not be supported by the CRM plugin

ExternalDlls

This option is only used under very specific circumstances! Does not apply to customers. External dll’s contains the full name of externally added dll’s. Should only apply to dll’s that were manually added to the xap file and xap manifest after creation of the xap file.

HideFirstContactsOverviewColumn

The first column of the CRM contact records contains an indication if a retrieved CRM record is a contact or a lead. Not relevant for all CRM plugins.

  • TRUE = Hide ContactsOverview column

  • FALSE = Show ContactOverview column

SearchControl

Besides tabs that can be loaded dynamically, it is also possible to load other parts of the extension window dynamically. Currently this is only enabled for the search control in the extension window. The default search bar window in the extension window can be replaced by a dynamically customized search control.

ConversationsTabShowRecorderStopButton

Add the option to Pause, Resume or Stop a recording. This option only works if the conversation options tab is installed.

  • TRUE = The ‘Stop Button’ in the conversation options tab will be visible.

  • FALSE = The 'Stop Button’ in the conversation option tab will be hidden.

HideFirstContactsOverviewColumn

The first column of the CRM contact records contains an indication if a retrieved CRM record is a contact or a lead. Not relevant for all CRM plugins.

  • TRUE = Hide ContactsOverview column

  • FALSE = Show ContactOverview column

OpenContactUrl

  • TRUE = Open contact url, if available
  • FALSE = Don't open

CreateNewContact

  • TRUE = If new contact is found, the extension window will offer an url to create a new contact.
  • FALSE = Don't offer URL

OpenExternalApplicationRecords

Open an application instead of an url if set to true. Default setting is false. Elevated rights necessary

UseHttpGet

If this setting is set to true and an agent clicks on a hyperlink in the extension window, the hyperlink will not open but the extension window will do a http get request instead. This setting is only used for some customers. Elevated rights necessary!

ChangeUrlInSameDomainBrowserTab

If this option is set to true, clicking on a hyperlink in the extension window, will change the url in an open tab in the IE browser. Default setting is false. This feature only works with IE. Elevated rights necessary!

OpenAccountUrl

  • TRUE = Open company url, if available
  • FALSE = Don't open

ShowSipUriField

ChatPhoneNumberSearchPrefix

Setting ChatPhoneNumberSearchPrefix is necessary for phone number recognition during chat if the customer types their phone number. (Only for Dynamics)

ShowCreateContactDirectInDynamicsDialog

  • TRUE = If an agent clicks on the CreateLeadContactButton, a popup form will be displayed in the extension window. The form can be used to create a contact.
  • FALSE = Don't show.

CreateCaseUrl

If this setting contains an url, this url will be used in case an agent clicks on the CreateCasebutton.

MaxConferenceOptionsSearchResult

Limit on the number of returned results in the Conference options tab. If set to a value larger than zero, this value will be used. In case of zero (or less) no limit will be used.

MaxCallTransferTabSearchResult

Limit on the number of returned results in the Call Transfer tab. If set to a value larger than zero, this value will be used. In case of zero (or less) no limit will be used.

RetrieveCallClassificationsRetryInterval

This is an timeout setting in seconds. The default value is 5 seconds. If the Call Classifications tab does not receive classifications after the default 5 seconds or this interval, the call classifications tab will again attempt to retrieve call classifications. Retrying to retrieve the call classifications will happen only 1 time during a call, to prevent excessive polling.

 

Visual Settings

Setting

Description

LanguageSetting

The currently supported language settings are EN (English), NL (Dutch), ES (Spanish), DA (Danish), DE (German), NB (Norwegian), PT (Portuguese) FR (French) And HE (Hebrew). If no language is selected, English will be used by default.

ShowAssignButton

  • TRUE = Show Assign button in contacts
  • FALSE = Hide Assign button

ShowRecordingButton

  • TRUE= Show the toggle recording button (Pause, Resume)
  • FALSE = Hide recording button

ShowSurvey

  • TRUE = Show open Survey button
  • FALSE = Hide Survey button

OpenSurveyAtStart

  • TRUE = Automatic open Survey when accepting the call
  • FALSE = Do nothing

ShowMarkCallOption

  • TRUE = Show Mark and Un-Mark for Recording button
  • FALSE = Hide Mark button

ShowCreateLeadContactButton

  • TRUE = Show CreateLeadContactButton
  • FALSE = Hide CreateLeadContactButton

ShowCreateCaseButton

  • TRUE = Show CreateLeadContactButton
  • FALSE = Hide CreateLeadContactButton

ShowCasesOverview

  • TRUE = Show Cases in lower left corner
  • FALSE = Hide Cases

ShowClassificationSearchbox

  • TRUE = Enable search box in the Call Classification Tab
  • FALSE = Hide search box

CallClassificationLabels

Name of the different layers of labels in the Call classifications tab. Each label should be separated by semicolon.

NameLabel

Change the label of the Contact Info Name Field. Also the header name of the 1st column in the contacts overview.

CompanyLabel

Change the label of the Contact Info Company Field

PhoneNumberLabel

Change the label of the Contact Info PhoneNumber Field

EmailLabel

Change the label of the Contact Info Email Field

AccountOwnerLabel

Change the label of the Contact Info Account Owner Field

StatusLabel

Change the label of the Contact Info Status field.

CasesLabel

Change the label of the cases overview.

ContactsLabel

Change the label of the contacts overview.

ZipcodeLabel

Change the label of the 2nd column header in the contacts overview.

NoCasesFoundMessage

Displayed if a search on cases has no results. Change the default message

NoContactFoundMessage

Displayed if a search on contacts has no result. Change the default message.

UnidentifiedCallerMessage

Displayed if the caller of an incoming call has not been identified. Change the default message.

CreateContactNotification

Displayed if the agent clicks on the create contact button instead of the default message.

CreateCaseNotification

Displayed if the agent clicks on the create case button instead of the default message.

CreateLeadContactButtonLabel

Displayed instead of the default message if the agent hoovers over the create lead contact button

CreateCaseButtonLabel

Displayed instead of the default message if the agent hoovers over the create lead contact button