Configure Wallboard View 7 (Multi Chat)

Note EnableIDR must be active.

Introduction

This view is also known as Multi Chat View.

 

Preview

 

Configure

  1. Open the config.xml file, which is located in the Anywhere365 “InFlight WallBoard\I01” folder

  2. The right value for the DefaultView = 7

  3. Make sure the General Settings are as in the example below

      <DefaultView value="7" enabled="true"></DefaultView>
      <!-- 1 Normal, 2 Custom (Grid), 3 Multiple, 4 InboundOnly, 5 StatisticsView, 6 ReasonCodeView -->

  4. Enter the 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. groups.

    Note The same groups as view 3 are used. Settings like SLA and SkillAvailable are only used in View 3.

    <uccgroups enabled="true">
    <uccgroup name="Customer group 1" SLA1Label="20 sec" SLA2Label="2 min" UCCGroup="75">
        <uccs>
            <ucc SLA1="20" SLA2="120" Skill1Available="60" Skill2Available="60" Skill1Other="10">
                <DashboardServer version="1.5" name="ucc_name01" value="http://[ucc server fqdn]/DashboardService/signalr/hubs"></DashboardServer>
            </ucc>
            <ucc SLA1="20" SLA2="120" Skill1Available="60" Skill2Available="60" Skill1Other="10">
            <DashboardServer version="1.5" name="ucc_name02" value="http://[ucc server fqdn]/DashboardService/signalr/hubs"></DashboardServer>
            </ucc>
        </uccs>
    </uccgroup>

    <uccgroup name="Customer group 2" SLA1Label="20 sec" SLA2Label="2 min" UCCGroup="75">
        <uccs>
            <ucc SLA1="20" SLA2="120" Skill1Available="60" Skill2Available="60" Skill1Other="10">
                <DashboardServer version="1.5" name="ucc_name03" value="http://[ucc server 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).]/DashboardService/signalr/hubs"></DashboardServer>
            </ucc>
            <ucc SLA1="20" SLA2="120" Skill1Available="60" Skill2Available="60" Skill1Other="10">
                <DashboardServer version="1.5" name="ucc_name04" value="http://[ucc server fqdn]/DashboardService/signalr/hubs"></DashboardServer>
            </ucc>
        </uccs>
    </uccgroup>

    </uccgroups>

  5. Replace enter correct UCC name and UCC server

  6. Save the file

  7. Now the Multi Chat View is applied for the Wallboard.