Adding extra WebChat

Introduction

With an extra webchat endpoint, you give the customer a visual menu to choose the right topic. Including the availability of the Skill.

 

Configuration

Create extra endpoint

Tip You can also use the Extra endpoint script. Learn more

  1. Open Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. Management Shell as admin

  2. Use the following command:

     New-CsTrustedApplicationEndpoint -ApplicationId [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. ID] -TrustedApplicationPoolFqdn [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).] –SipAddress sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP.:[Sipaddress]

 

Configure extra chat endpoint

  1. Open Endpoint list
  2. Create new endpoint
    1. Title = SIP address of the WebChat Endpoint
    2. Modality = chat
    3. Skill = Created Chat Skill

 

Add extra chat endpoint

  1. Login on the Anywhere365 Application server

  2. Open the following file in notepad

    C:\inetpub\wwwroot\ChatHub\appSettings.config

  3. Copy the following line in the file

    Sip=sip:[Endpoint address]#ChatName=[Displayname] Webchat#CanChat=1#DefaultContactName=[Contact Name]#Email=info@domain.com#JobTitle=Agent#Mobile=0612345678#Phone=0123456789 #RequestAgentName=1

  4. Enter a , after the line and copy the line.

  5. The record should look like:

      <add key="WebChatSubscriptions" value=" 
    Sip= sip:[Endpoint address]#ChatName=[Displayname] Webchat#CanChat=1#DefaultContactName=[Contact Name]#Email=info@domain.com#JobTitle=Agent#Mobile=0612345678#Phone=0123456789 #RequestAgentName=1, 
    Sip= sip:[Endpoint address]#ChatName=[Displayname] Webchat#CanChat=1#DefaultContactName=[Contact Name]#Email=info@domain.com#JobTitle=Agent#Mobile=0612345678#Phone=0123456789 #RequestAgentName=1"  />