In the ACE Admin System parameters window Chat you configure functionality for incoming chat.
Configuration of system parameters for incoming chat is always possible. In order for the configurations to be considered by the system, however, the following is required:
- The licence key contains licence functions and licence counter for the function.
- The enableChatSrv system parameter must be configured to the value 1.
| Short name and description | Explanation | Default value | Enabling method |
|---|---|---|---|
| agentDistrOrderChatIncoming
Route to template waiting list before template queue (incoming chat). |
This parameter makes it easier for the administrator to configure whether a contact that is routed directly to a specific agent is placed in the agent’s personal waiting list or the agent’s personal queue as primary choice.
Also takes care of the processing of contacts without correct routing. |
|
Restart
Requires a restart of ACE Server. |
|
chatCustomerLinksEnabled Make the counterpart's links clickable in chat history in ACE Interact |
This parameter is configured per Organisation area. When set, links in chat entries written by the customer will be click-able for the agent in ACE Interact. When not set, these links will not be click-able for security reasons. |
|
Login Agents already logged in are not affected as long as they stay logged in |
| chatEnginePingTime
Expected time between aliveReq messages from ACE Chat Engine (s). |
Expected time in seconds between every aliveReq message to ACE Server from ACE Chat Engine. Note that the time between two aliveReq is defined in ACE Chat Engine. What this system parameter says is for how long you should wait in the server (3 * expected time) until you consider the connection out of order. If the value is e.g.30 seconds this means that ACE Server will wait for 3*30 seconds before considering the connection interrupted. | 30 | Restart
Requires a restart of ACE Server. |
| chatEnginePort
TCP/IP port number for connection of ACE Chat Engine. |
Port number for connecting ACE Chat Engine towards ACE Server. | 18000 | Restart
Requires a restart of ACE Server. |
| chatEntryMaxLength
Maximum number of characters in a chat entry. |
The maximum value limits how long a chat entry is allowed to be (regardless of whether it is sent from Agent or Chat Client). | 1000 | Auto (for Chat Client)
Login (for agents). Agents already logged in are not affected as long as they stay logged in. |
|
chatInvitationUrl URL for invite link when inviting a participant to a chat |
This parameter is configured per Organisation area. When an agent invites an additional participant to an ongoing chat, an invite link (URL) is created to be used by the invited participant to join the chat. The parameter defines the web page the invited participant is sent to. |
Auto Changes take effect immediately. |
|
| enableChatSrv
Chat active in ACE Server. |
A tick here allows chat to be active in the server, unticked means that chat is not active in the server. |
|
Restart
Requires a restart of ACE Server. |
| rerouteTimeoutNoAcceptChat
Time until a chat not accepted by agent is re-routed (s) |
This parameter is configured per Organisation area.
Time (in seconds) until a chat that has been delivered to an agent, but not accepted by the agent, is re-routed. |
30 | Auto
Changes take effect immediately. |