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Environment:
Oracle B2C ServiceChat
Resolution:
Visual and audible options exist for both agents and end users.
In the .NET agent console, sounds can be played when a chat invitation is presented, when a response is sent by an end-user, or both. This can be turned on by each agent manually by selecting "File" in the top left corner of the console and selecting the Options button at the bottom of the menu. The configuration is located under Communication Center.
Checking the Play Sound option under Incoming Chat Notification will make a sound play when a chat invitation is presented to the agent. Checking the Play Sound option under Incoming Chat Text Notification will make a sound play when an End-user sends a response to the agent.
These settings will be reset when the agent moves to a new workstation, when the local settings are reset or when the product is reinstalled.
For additional information, refer to the 'Change your chat options' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
For agents handling chats in Browser UI, see Answer ID 12741: Sound Alerts for Agents handling Chat in the Browser UI.
For Customer Portal Chat pages, the relevant widget location is chat/ChatSoundButton. If this widget is placed on the chat/chat_landing page the end-user will receive sound notifications when an agent accepts their chat as well as when the agent sends a response.