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  • 1.  WebChat Ringing

    Posted 06-22-2020 14:16

    Hi All!
    i would like to know if is it possible to reduce the ringing time when a new chat come in.
    It's very annoying when an agent is on a phone calls and a chat start ringing in the headset until an agent accepts/decline the conversation.

    Is it possible to do something about it?
    Thank you!!


    #Routing(ACD/IVR)


  • 2.  RE: WebChat Ringing

    Posted 06-23-2020 12:33
    Hi Ilaria,

    The easy solution would be to not allow chats to interrupt calls.

    Alternatively, you could potentially shorten the alerting time for chat interactions and/or you could change the call alerting to come through agents speakers instead of their headsets (call audio would still be through the headset).


    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 3.  RE: WebChat Ringing

    Posted 07-10-2020 04:38
    Edited by Ilaria Santoro 07-10-2020 05:15
    Thank you @Daniel McLeod​.
    How can i change the chat alerting to come through agents speakers instead of their headsets?
    Of course i would like to keep the voice in headset.

    One more question, is it possible to change the ringtone for chat? Right now is the same for calls and chat

    Thank you

    ------------------------------
    Ilaria Santoro
    PRADA SPA
    ------------------------------

    Original Message


  • 4.  RE: WebChat Ringing

    Posted 07-10-2020 10:10
    Hi Ilaria,

    I am assuming these are WebRTC phone users.

    Take a look at the following:
    https://help.mypurecloud.com/articles/create-a-new-audio-profile/

    The screenshot below shows which profile configuration option is related to the alerting.
    WebRTC Profile

    I don't know of any way to change the sound. I thought there used to be an option on the desktop client, but I don't see it anymore.

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 5.  RE: WebChat Ringing

    Posted 07-10-2020 10:23
    Thank you @Daniel McLeod,
    Do you maybe know if is possible to turn down the volume for alert sounds?

    We are using PureCloud Softphone phone with official sofpthone integration for Unified Service Desk.

    Thanks,
    Ilaria

    ------------------------------
    Ilaria Santoro
    PRADA SPA
    ------------------------------

    Original Message


  • 6.  RE: WebChat Ringing

    Posted 07-10-2020 10:41
    I've never used the softphone, so what I provided probably won't help.

    For volume controls, check out the following:
    https://help.mypurecloud.com/articles/set-your-purecloud-sound-level-preferences/

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 7.  RE: WebChat Ringing

    Posted 07-13-2020 05:49

    I've made 2 tests:

    USD closed. Access made in chrome. Chat come in and the notification is a double beep that last like 2 seconds
    USD open. Log out from Chrome. Chat come in and the notification is continuous for the alert time( 30 seconds in our case)

    Do you maybe know why this difference in behavior?



    ------------------------------
    Ilaria Santoro
    PRADA SPA
    ------------------------------

    Original Message


  • 8.  RE: WebChat Ringing

    Posted 07-12-2020 16:50
    Check out this Ideas Lab and upvote it.  It is pretty much what you are asking for except in a slightly more narrow use case.
    https://purecloud.ideas.aha.io/ideas/CLSELF-I-340

    Marty

    ------------------------------
    Marty Hand
    National Domestic Violence Hotline
    ------------------------------

    Original Message


  • 9.  RE: WebChat Ringing

    Posted 07-13-2020 05:50
    Hi @Marty Hand,
    this is exactly what i'm looking for.
    It's incredible is not possible if we are not using WebRTC phones!

    Idea voted!!
    ​​

    ------------------------------
    Ilaria Santoro
    PRADA SPA
    ------------------------------

    Original Message


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