How can I have sounds play when chats are accepted and responses are sent?
Chat Agent configuration is available in all versions with Oracle RightNow Chat Cloud Service. Chat End-user Configuration is available in versions February 2011 and newer.
Visual and audible options exist for both agents and end users.
In the 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" (Oracle RightNow button, in earlier releases) 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 we be reset when the agent moves to a new workstation, when the local settings are reset or when the product is reinstalled.
In February 2011 a new standard widget was added to the Chat pages. The 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.
For additional information, refer to the 'Change your chat options' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.
For additional option for enduser notifications, refer to the 'Notify customers of incoming messages' section.