Configure Custom Chat Variables For ECE Chat

Introduction

This document describes the process to configure Custom chat variable on Cisco Email and Chat (ECE) and can be passed to Agent Desktop.

Prerequisites 

Requirements

ECE 11.5 or higher

Components Used

ECE System Console

ECE Administrator Console

Finesse Agent Desktop

Configure

Step 1. Open PA Console -> Tools -> Partition: default -> Business Object -> Attribute Settings -> System

Step 2. Map the created attributes under Screen for Agent Console – Chat Activity  

Step 3. Use the Internal name created in the step 1. Navigate to Administration console and create it as Call Variables.

Step 4. Assign previously created Call variable to the Chat Queue

Step 5. Now add the config under eGainLiveConfig.Js in webserver

             {
                                paramName : 'L10N_PICKUP_NUMBER_PROMPT',
                                objectName : 'casemgmt::activity_data',
                                attributeName : 'pickup_number',
                                primaryKey : '0',
                                required : '0',
                                minLength : '0',
                                maxLength : '15',
                                fieldType : '1',
                                validationString : ''

                }

Step 6. Now you can add the config in the chat template for the customer in order to enter the value that was created under C:\ECE\eService\templates\chat\ against any template you need to use.

Step 7. Add the parameter

L10N_PICKUP_NUMBER_PROMPT = "PRO / Pickup Number"

Verify

Chat window looks like this post modification:

On Agent console, additional variable is visible: