1. You could tie permissions to be able to add/see the button to the workgroup queue itself, so that only members of the queue can see or add the button. When you press a client button, it sends a few standard attributes through with it (who pressed it, the button name, etc) which are all visible when you initiate a handler via client button.
Again, if you're using the "classic" web chat and not Widgets chat, you'd have a closed schedule setup on your workgroup that is deactivated with a timeframe of essentially "Forever". Clicking this button would toggle the activated/deactivated state via directory services entries you'd need to edit. Editing directory services via handlers is advanced and you should have sufficient experience/training with handlers before attempting this and also use a development environment to test first. If you do not know what you are doing, this edits the registry/configuration of your server directly and can cause significant harm.
That said, here are a few things I like to do for these types of buttons:
- I use role based security: I assign permissions to see the button based on a role that will be assigned to specific users in the workgroup.
- I add email notifications: When the button is pressed by a valid user, I send out an email to the members of the role that grants permission letting them know it was done and if it was an activation or deactivation.
- I update the hover/mouseover text of the button: I leave this as either "activate" or "deactivate" so that when someone hovers over the button they know which of the two functions it will perform. I've tried this with updating the image on the button but this never seems to work as expected.
You can kill the "IVR" the same way via schedules by having schedules set up in attendant to use the schedule activated by your client button.
2. In Interaction Administrator, you just give permissions to who can see the button. I recommend wrapping that in an extra layer of security as described above. You could also just grant access to the button via a role.
If what is described here is beyond your ability, what
@Pete Schroeder has explained as an alternative is a much simpler solution. IA permissions are very granular so you can give your supervisors access to exactly what they need (the schedule) and nothing more.
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Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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Original Message:
Sent: 11-28-2022 11:19
From: Louie Doulias
Subject: Turning off the Web Chat due to emergency?
Thank you for that info Pete.
Question 1:
What I would like to do is this:
Create a "Client Button" in Interactive Admin that shows up in the correct queue in Interaction Connect
FAA_Close_Test in this case.
Example:
What it looks like in Admin:
And when we click on that, it just kills the Web Chat until they click on it again.
Is that in any way possible?
Ideally, it would also kill the IVR in Interactive Attendant as well.
I tried to do something with Interactive Design, but the instructions for that that I have been able to find are not very good, at least for my purposes.
Question 2:
Is it possible to lock down settings in Interactive Administrator for people, and give them just access I want?
Thank you.
Louie Doulias
IST - Infrastructure Maintenance
E3-620 EITC
Cell: 204-599-1484
Original Message:
Sent: 11/28/2022 11:01:00 AM
From: Pete Schroeder
Subject: RE: Turning off the Web Chat due to emergency?
Louie,
An alternative is to use system schedules, then appropriate users can been given the access to just that "emergency" schedule in IA, Simple to set-up, see: https://help.genesys.com/pureconnect/mergedprojects/wh_tr/desktop/pdfs/iweb_tr.pdf
Page 6
To Activate or change system schedule, just a couple mouse clicks!
Just throwing out option
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Pete Schroeder
HMC3 LLC
Senior Contact Center Engineer (Technical Lead)
Original Message:
Sent: 11-25-2022 16:21
From: Louie Doulias
Subject: Turning off the Web Chat due to emergency?
Can anybody provide some information on how the Chat could be turned off via a button click in Interaction Connect and through the use of Interaction Designer?
Example being: People are sick, a Supervisor turns the chat off entirely without accessing Interaction Administrator.
Thanks.
#ArchitectureandDesign
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Louie Doulias
University of Manitoba
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