WebChat Presence States

Introduction

The WebChat has to be configured to show a specific presence state when 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. is in a specific configuration.

Presences

• Available = The UCC is connected to the WebChatDialogueProvider2 and is in Available state (Within Business Hours, Not in a holiday, or is not in ForcedClosed mode).

• Busy = The UCC is connected to the WebChatDialogueProvider2 and is in Busy state (Available state, but waiting time may be longer than usual). For information on how to configure, see: WebChat Configure Presence Busy State

  Note: Introduced in DC2023.01

• Away = The UCC is connected to the WebChatDialogueProvider2 and is in Away state (Outside Business Hours, In a holiday, or in ForcedClosed mode).

  Note: Conversations will only be started on a UCC that is available.

• Offline = The UCC is not connected to the WebChatDialogueProvider2 (Service offline, UCC not started, UCC not configured, or ListPlugin not yet sent) or the WebChatDialogueProvider2 is shutdown.

  Note: In this state the server cannot receive any input.

Configure WebChat

This state can be configured with the following settings:

interface Configuration {
    available?: PresenceConfig;
    busy?: PresenceConfig;
    away?: PresenceConfig;
    offline?: PresenceConfig;
    }

These values can be set as follows:

• Enabled = Chat interaction enabled and allow to open the WebChat window.

• Do not allow the user to open the chat window = The user can see the teaser and the start button, but cannot click the start button to open the chat window.

• Chat interaction disabled = The user can click the start button to open the chat window, but the input field is disabled.

• Hide WebChat = The start button will be hidden.

Example

Below an example script that can be loaded into your website's html. In this example a different state is used per presence:

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<script type="text/javascript" src="webchat.bootstrap.js"></script>
<script>
window.onload = function() {
    const config = {
        available: {
            state: 'Enabled'
        },
        busy: {
            state: 'Enabled'
        },
        away: {
            state: 'ChatInteractionDisabled'
        },
        offline: {
            state: 'Hidden'
        }
    };
WebChat.load(config);
};
</script>