Contact Expert v7.3 for Skype for Business Server
Contact Expert Agent Policies
Selecting a Policy Template
A few agent policy URLs need to be tailored to the agent scripting method of choice. The policy selector template helps you update these URLs.
Use Legacy Agent Scripting – when set, all URLs in the Agent Policy resource will be formatted to conform with the legacy scripting solution. While working, Geomant advises that this feature is End-of-Support. No further updates are targeted for it.
Use modern scripting (Cloud) – Agent Policy URLs are adapted to work with the current scripting mechanism, either consumed from Geomant's cloud resources or from scripting services deployed on customers' premises.
Tip
The Policy Template setting does not add or defeat any CE functionality. It merely adapts Agent Policy features to cooperate with the selected scripting mechanism. Therefore, when no scripting is used in the CC, the selection is irrelevant.
List of Business Related Agent Policies
| Agent Policy | Description | Values |
|---|---|---|
3rd Party App. Command Line |
Any kind of command prompt to run when a new task is opened/loaded in the agent client application. | |
Address Book Service URL |
The link pointing to the Address Book integrated directory service of the tenant the agent belongs to. | |
Agent Wallboard URL |
The webpage link of the dashboard in the agent client application. There is an optional sortby=lwt parameter that controls the individual wallboard elements' order. For further details please read the Agent Application at a Glance article. |
|
Alert Window Location |
This policy specifies the location of the toast notifications for the alarms and warnings within the agent client application. | BottomLeft, BottomRight, TopLeft, TopRight |
Alert Window Timeout |
This policy specifies the duration of the toast notification to be present in the agent client application. Specify the value in seconds. | 1-60 seconds |
Campaign Help URL |
The link of the page that appears when the Information button is used. Various info pages or FAQs can be accessed via this button. | |
Chat Frame URL |
The link of the CE cloud services for webchat interaction data exchange. See WebChat Administration for further details. | |
Close Task URL |
The link of the page that appears when the agent has run the agent scripting page. | |
Companion URL |
Contact Expert allows an external application to be placed on the Agent Desktop that can provide additional information to the user while logged in. If set, the Companion is always visible to the agent after login. | |
Contact Edit URL |
The link of the page that appears when the contact window is open for modification. | |
Contact Print URL |
The link of the page that appears when the printing contact page is active. | |
Contact Search URL |
The link of the page that appears when the contact search window is active. | |
Contact Swap URL |
The link of the page that appears when the contact swap window is active. | |
Default History URL |
The link of the page for the default background of the contact history area. | |
Default Schedule Preference |
The default radio button to distribution option of a task to be rescheduled. | Anyone, Prefer me, Only me |
Default Task URL |
The webpage link for the default background of the scripting area. | |
Disable Information Bar |
Check this box to turn off the dashboard within the agent client application. | |
Disable Recording Control |
Check this box to disable the recording control buttons in the agent client application. The buttons will be greyed out. | |
Display History URL |
The link of the contact history window when it is being active. | |
Display Task URL |
The link of the agent scripting page when it is being active. | |
Email Display URL |
The link of a received email when it is being opened. | |
Email Send URL |
The link of an email in edit mode. | |
Enable Address Book Service |
Check this box to enable the Address Book service. You can specify the URL for the directory service to use in the Address Book Service URL line of this page. | |
Enable Advanced Diagnostics |
Check this box to enable advanced diagnostics options, so that the agent can check the current state of the application in case of any unexpected behavior. | |
Enable Automatic Next Chat Request |
Check this box to let new chat tasks arrive to agents without clicking the Next button. This setting will let all new chat tasks arrive to the agents up to the limit specified in Workflow Settings. | |
Enable Email Autopark |
Check this box to enable the automatic parking of email tasks within the agent application. The agent is allowed to park as many emails as the limit specified in Workflow Settings. | |
Enable MultiChat Functionality |
Use this to enable agents to work on more than one chat task at the same time. When enabled, the Next button will be available for the agents even while working on a chat task. Disabling this box will disable the Next button and the Automatic Next Chat functionality as well. | |
Enable Parking Functionality |
This checkbox enables the email parking functionality. Set to enabled for each tenant by default. Un-checking this function results in a disabled Park button in the Agent Client Application, and automatic parking would also be inactive. This is a resource related function (agents). | |
Enable Preview Ringing Timeout |
Check this box to enable the timeout of ringing a customer when the agent works in Preview mode. Set this value on CE Portal → Workflows → Dialing Rules → General Properties → Maximum Outbound Ringing Time [secs]. | |
Enable Subject Selection |
Check this box to enable the Subject tab on the login window. The Subject selection allows the agents to pick from the available skills and login with these skills assigned to them. | |
Force Business Tag Selection |
Check this box to make the business tag selection compulsory. Closing a task will not be possible until a business tag is assigned to the task. | |
Popup Workcode Window |
Check this box to enable the workcode selection when the agent presses the Break button. When hitting Break within the agent client application a popup window will appear with a drop-down list of available workcodes. | |
Select First Business Tag |
Check this box to enable the automatic selection of the first business tag in the list, that is usually the most preferable choice when closing a task. Set the list via the Contact Expert Portal on the Business Tag tab of a certain Campaign. | |
URL Encoding |
Enter the type of character encoding. | |
Use Enhanced Scripting |
Check this box to enable enhanced (as opposed to the legacy) scripting. If not checked, the old scripting method will be used by default. |
Annotation on Agent Policy URLs
The URLs contain pre-defined placeholder strings. When the URLs are invoked by the CE Agent Client Application these strings are replaced with certain parameter values by CE automatically.
Each placeholder is in {placeholder_name} format.
List and Description of Available Placeholders
| String Name | Description |
|---|---|
domain_HttpAddress |
The FQDN of the active CE application server. (Description is on CE Portal → Application Servers → Primary/Secondary Server FQDN.) |
cas_ContextID |
The context ID is a unique identifier which describes an agent session. The context ID is generated for the agent by the CE Client Access Server at login. All requests sent to the CAS from the CE Agent Client Application must contain the context ID in order to get valid responses. |
db_[fieldname] |
The content of the specified CRDS field (e.g. {db_birthdate}). |
gc_OperatorName |
The login name of the agent. (Description is on CE Portal → Agents → Human Agents → Login Name.) |
gc_OperatorPwd |
The login password of the agent. (Description is on CE Portal → Agents → Human Agents → Password.) |
sd_CampaignID |
The unique identifier of the campaign. (Description is on CE Portal → Workflows → Queues & Campaigns → ID.) |
sd_ContactID |
The unique identifier of the contact. (Description is on CE Portal → Customers → Contact Records → ID.) |
sd_ContactType |
The unique identifier of the phone number type of a contact. It is not displayed on the CE Portal, it is stored in the database only. |
sd_Destination |
The phone number of the called party. |
sd_InteractionGuid |
The unique identifier of the chat interaction exchanged between the on-premises and cloud CE components. |
sd_Origination |
The phone number of the caller. |
sd_EmailID |
The unique identifier of the email. It is not displayed on the CE Portal, it is stored in the database only. |
sd_ResourceID |
The unique identifier of the agent. (Description is on CE Portal → Agents → Human Agents → ID.) |
sd_SDUID |
The unique identifier of the session data unit stored in the CE server components. The SDU belongs to a CE session. It is displayed for several reports on the CE Portal. |
Additional Agent Policy Controls
Opening links in an external browser
Links accessed from the Agent Application are opened using the Agent Application's built in popup browser, instead of the default browser set in the OS.
Appending the openLinksInExternalBrowser=true query parameter to any form will now force links contained on that form to be opened in the user's default browser.
Tip
This feature works with the scripting panel only when Use Enhanced Scripting agent policy is enabled.