By default, the WebChat is designed to hunt agents directly based on the skill that is assigned to the endpoint (see the Endpoints list on SharePoint). With IDRInteractive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. (Interactive Dialogue Routing) it is possible for the customer to choose the skill he or she wants. This works like the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. (Interactive Voice Routing).
Left without - Right with
Before proceeding installation, please ensure following prerequisites are met.
- Corporate license or higher
- Installed Webchat
Activating Graphical IDR
To enable this Graphical IDR not much needs to be done. First you will need to modify the Settings.xml file.
C:\inetpub\wwwroot\WebChat_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._name\sfbwebchatplus\xml\settings.xml