Configuring chat settings

When chat is enabled, self-service employees who are submitting new cases for themselves can interact with agents in a chat format. Chat can be implemented for any combination of self-service modules. You can configure a chat notification sound . You can also set the maximum time that an employee who is requesting a chat can wait for an agent to accept the request before the session times out.

Log in as CMsetup administrator.
Access Case Management from the navigation menu.
Click Settings.
Click General.
Click Application.
In the Chat Settings area, specify this information:

Enabled

If service groups and members have been configured for Chat, set to Yes.

Sound

This sound alerts agents when a new chat request arrives. The sound is made in another circumstance: when an agent is engaged in chat sessions with multiple employees, all but one window is hidden by the top-most window. When an employee in a chat in any hidden window sends a message to the agent, the sound is triggered. When the employee in the top-most window sends a message, there is no sound. Individual agents can choose sounds or disable chat sounds.

Timeout (Sec)

The number of seconds that an employee requesting chat can wait for an agent to accept the request before the session times out. The minimum is 10 seconds.
Click Update.