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FieldExplanation
ACD Group :The ACD-Group inside which the events are distributed

Max Chats all Agents:

The maximum amount of simultaneous chat events that can be handled by the Connector amongst all agents in the configured ACD-Group 
Priority :The priority of incoming chat events. Used primarily when more than one Connector is attached to the same ACD-Group
Maximum connect wait time (s) :The amount of time that can pass before an agent must have opened the incoming chat event by pressing on the indicator. If the configured value is exceeded, the event will be redistributed to another agent 
Maximum agent answer time (s) :The amount of time that can pass before the agent has sent the first reply to the customer. If the configured value is exceeded, the event will be redistributed to another agent
Maximum free agent search time (s) :The maximum amount of time the system will search for an available agent. If the configured value is exceeded the event will be closed and the customer will be informed
Skill 1 :The first skill which can be attached to incoming events.
Minimum Skill 1 :The minimum value of skill 1 required by an agent to have the event distributed to him
Ignore skill 1 after timeout (s) :The amount of time that will pass until skill 1 is ignored and not considered in event distribution
Skill 2 :The second skill which can be attached to incoming events.
Minimum Skill 2 :The minimum value of skill 2 required by an agent to have the event distributed to him
Ignore skill 2 after timeout (s) :The amount of time that will pass until skill 2 is ignored and not considered in event distribution
Skill 3 :The third skill which can be attached to incoming events.
Minimum Skill 3 :The minimum value of skill 3 required by an agent to have the event distributed to him
Ignore skill 3 after timeout (s) :The amount of time that will pass until skill 3 is ignored and not considered in event distribution
Ignore Skills after timeout (s) :The amount of time that will pass until all configured skills are ignored and not considered in event distribution
Ignore skills if no agents with skills available :If checked, skill distribution will be inactive when no agents with the required skills are available in the ACD-Group

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Field

Example Configuration

Url :


Code Block
https://myrestservice.example.com/service/GetToken


Header :


Code Block
Cache-Control: no-cache
Content-Type: application/x-www-form-urlencoded;charset=UTF-8
Authorization: Basic XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX


Body :


Code Block
grant_type=client_credentials&redirect_uri=https://myrestservice.example.com/service/api/v1/Customers/Contacts


Report Export Post
Field:

Example Configuration

Url :


Code Block
https://myrestservice.example.com/service/api/v1/Customers/Contacts


Header :


Code Block
Cache-Control: no-cache
Content-Type: application/json
Authorization: Bearer $tokenResponse.body.JSON.access_token


Body :


Code Block
{"CustomerNumber":"$chatConnector.id",
"XMLCodedData":"$xmlTemplate.encoded.base64"}


Xml Template :


Code Block
<?xml version="1.0" encoding="utf-8"?>
<chatReport>
<Size>$report.bytes</Size>
<Content>$report.encoded.base64</Content>
</chatReport>


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Additional configuration in the portal is necessary, regarding the distribution of Chat and WhatsApp events

Agent Status

Agent status for chat - or an existing status - must be configured to allow a chat event to be distributed to the agent:

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FieldExplanation
WhatsApp

When active, the Connector is changed to a WhatsApp Connector

Whatsapp ApiKey :The TynTec API Key is entered in this field 
Whatsapp Number :The phone number is entered in E.164 format

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Additional parametersAdditional parameters

The parameters can be accessed via "Menu → System Settings → Parameters"

The following system parameters must be checked configured in the portal:

Parameter Name

Value

CommentDescription

ACD.Whatsapp.Server.Base.URL

https://jtel-portal:3003

The URL used by the agent-client to allow the agent to reply to messages. This must be resolved from all agent workstations to a valid URL via DNS and is directed to the chat server via the haproxy.
ACD.Whatsapp.Whatsapp.Urlhttps://jtel-portal:3003The URL used by the outside world (WhatsApp users) to download the attachments of the messages. This must be resolved from the Internet to a valid URL via DNS and is directed to the chat server via the haproxy.
ACD.Whatsapp.Tyntec.Urlhttps://api.tyntec.com/chat-api/v2/messagesThe URL of the TynTec API for WhatsApp.

The additional configuration required on the server side is described here: Role CHAT

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Chat Connector

  • Example configuration

WhatsApp Connector

  • Example configuration

Using Chat Connectors

  • Test Case

Using WhatsApp Connectors

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