Configuration

This chapter contains references to specific areas of chat configuration in FrontStage.

Gateways

A list of gateways used by the system to transmit chat communication; they will serve as entry points. You cannot delete items as it is necessary to maintain a reference from the chat history table.

See also

If you want to set up WebChat, use the description of the gateway fields from WebSite’s viewpoint, which have a different meaning.

You can find them in the administration in the Chat and ICR ‣ Gateways section; the fields have the following meaning:

Displayed name	AttributeName	Description
ID	ChatGatewayId	Primary Key
Name	DisplayName	Name for administrator.
Description	Description	Description for administrator.
Channel	Channel	Chat channel type: commonly WebIM, SocialIM and BusinessIM. Specifies the presentation within the client environment. For WebSite, it is WebIM
Direction	Direction	Gateway options to accept new conversations (I - inbound), start new conversations (O - outbound), both (B - bidirectional). For WebSite, only the I option is valid.
Address	PeerAddress	PEER connector addressing, usual addresses: @AccountName -> all applications with the given account = ExtensionNumber -> all applications that have the given branch registered ~ AdminRight -> all applications with the right in this admin! AppName -> all applications of that kind (‘ProCaller ‘)
Port	PeerPort	PEER subaddress within a connector that provides multiple types of connections / channels. Specific literals depend on connector implementation. NULL - The connector does not use subaddresses.
Device	Device
Momentum	TrackingInnertia	Time in seconds, after which the same TrackingId will be reactivated, even though it was originally closed.
Inactivity	InactivityTimeOut	Time in seconds after which the chat is automatically closed if neither side writes anything. NULL - function is disabled.
Reactivation for text replicas only	ReactivateOnSentenceOnly	Indication that only Sentence channel messages and not technical reports are considered for reactivating the terminated chat within the TrackingInnertia period.
Source of contact identity	ContactIdentity

Gateway conditions

A table for evaluating whether the chat center is open or not.

See also

If you want to set up WebChat, use the description of the gateway condition fields from WebSite’s viewpoint, which have a different meaning.

You can find them in the administration in the Chat and ICR ‣ Gateway conditions section; the fields have the following meaning:

Displayed name	AttributeName	Description
ID	ChatGateConditionId	Primary Key.
Name	DisplayName	Name for administrator.
Order	Rank	The order in which they will be taken into account. Numbers don’t have to go in a row or be unique.
Signal	Signal	The resulting signal: Free, Busy, Closed, Hidden.
Scenario	ScenarioId	Form scenario that can be passed along with external chat application.
Gate	ChatGatewayId	The gate through which the request comes, Implements the channel (to calculate Skill and Proficiency).
Has their external tracking ID been open yet?	HasOpenTrackingId	The requesting party already has TrackingId and this already exists in active conversations (this is a continuation of an existing conversation).
Culture (ISO)	PreferredCulture	Required language condition. Must match Language.Culture and is used to calculate Proficiency.
User mark mask	UserTokenMask	Mask on UserToken (LIKE syntax), special value “EMPTY” for uncompleted UserToken.
External processing mask	ExtResponseMask	External processing result mask (LIKE syntax).
Workgroup	ProjectId	Project to be used to calculate Skill.
The number of Agents logged in is less than	LoggedAgentsUnder	If the number of attached agents is less than or equal to, the condition is valid (according to Skill / Prof - if conditioned).
The number of Agents is less than	AvailableAgentsUnder	If the number of agents is less than or equal to, the condition is valid (according to Skill / Prof - if conditional).
Queue longer than	QueueLengthOver	Condition for total number of waiting in the project queue to be exceeded. If it is NULL, it is not evaluated.
Request frequency over [per minute]	RequestsRateOver	The condition for the number of requests for the last measurement interval (typically a minute) is greater than the value. If the rule specifies ChatGatewayId, only the gate is considered to be conceived.
Calendar mode	TimeMode	Time condition. How to Interpret TimeFrom / TimeTo Fields. If it is NULL, time is not checked.
From	TimeFrom	Date and time of the time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.
To	TimeTo	Date and time end of time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.

Project conditions

Specifies conditions under which the initial project is selected. Allows you to specify a preferred agent.

See also

If you want to set up WebChat, use the description of the project condition fields from WebSite’s viewpoint, which have a different meaning.

You can find them in the administration in the Chat and ICR ‣ Project conditions section; the fields have the following meaning:

Displayed name	AttributeName	Description
ID	ChatProjectConditionId	Primary Key.
Name	DisplayName	Name for administrator.
Order	Rank	The order in which they will be taken into account. Numbers don’t have to go behind or be unique.
Priority	Priority	Change priority to specified, NULL unchanged.
Workgroup	ProjectId	An initial project that is assigned to a chat if it meets the condition.
Skill	Skill	Initial Acceptable Project Skill.
Preferred Agent	AgentId	Preferred agent if condition is met. If NULL, no agent is preferred.
Language	LanguageId	Change language to specified if condition is met. NULL unchanged.
Knowledge	Proficiency	Changing acceptable knowledge of language to specified if the condition is met. NULL unchanged
Directory	PhoneBookId	A condition that a number or email must be included in a specific phone book to comply with the rule. If it is NULL, it is not checked.
Gate	ChatGatewayId	The gate through which the request comes. Implies the channel.
Culture (ISO)	PreferredCulture	Required language condition. Must match Language.Culture and is used to calculate Proficiency.
User mark mask	UserTokenMask	Mask on UserToken (LIKE syntax), special value “EMPTY” for uncompleted UserToken.
External processing mask	ExtResponseMask	External processing result mask (LIKE syntax).
Rule set	TextMatchId	A condition that determines whether the message contains certain strings. If it is NULL, it is not checked.
Calendar mode	TimeMode	Time condition. How to Interpret TimeFrom / TimeTo Fields. If it is NULL, time is not checked.
From	TimeFrom	Date and time of the time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.
To	TimeTo	Date and time end of time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.
ICR mask	IcrResponseA	ICR Condition. The mask of the ICR processing result (by Targets field), passed by LIKE in the way (% _ ^).

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