Configuring Advanced options for chat media servers

Configuring Advanced chat options enables administrators to

Choose to use employees’ nicknames in chat interactions.
Note:
By default, employees are identified by their first name (as configured in the Employee device page in YourSite Explorer) in chat sessions. If employees have nicknames associated with them in their Employees entry, these can be used instead.
Set the amount of time a closed chat session can remain idle before being terminated
Note:
If customers accidentally exit the browser or close the chat window, this configuration determines how long they have to return to the live chat session. Customers can re-access the session by returning to the business site and re-entering the chat request.
Change the reply template location from the default
For more information on reply templates, see "Configuring response templates for email and chat".

The following configuration takes place in Multimedia > Media servers.

To use employee nicknames in chat interaction public interactions

Select the chat media server and click the Advanced tab.
Select the Use agent nickname for public interaction check box.
Employee nicknames are configured in Multimedia > Employees in the Profile tab.
Click Save.

To configure how long closed chat sessions remain idle before being terminated

Note:

If customers accidentally exit the browser or close the chat window, this configuration determines how long they have to return to the live chat session. Customers can re-access the session by returning to the business site and re-entering the chat request

Select the chat media server and click the Advanced tab.
After Terminate closed chat sessions that are idle for longer than the specified minutes, set the number of minutes.
Note:
For Contact Center Messenger Chat media server, you can set the number of minutes to 0 which specifies the session is disabled or to 10 minutes or higher.
Click Save.

To change the location of the reply templates

Select the chat media server and click the Advanced tab.
After Location, click the Browse button.
Select the folder and click OK.
Note:
The reply template folder must be located on a UNC (Universal Naming Convention) path, also known as a shared network path.