workspace notification sound

[prithatcs]

hello,

earlier when the agents used to work on a different application or browser tab, when a new chat came, there used to be a audio notification.

however, we no longer get the sound notification.

but the following chats give a sound notification if the window is minimized.

i want to know where the sound notification for virtual agent is configured.

[Dennis Ford · Accepted solution]

First, go to Advanced Work Assignment>Settings>Service Channel.  Select "Chat" or whatever your Service Channel name is and check the Inbox Alert Audio to see that there is a sound file configured. 

Secondly,  in the Agent Workspace Inbox, the agent should click the gear icon

on the left to make sure their audio alerts are enabled.

[Dennis Ford · Accepted solution]

First, go to Advanced Work Assignment>Settings>Service Channel.  Select "Chat" or whatever your Service Channel name is and check the Inbox Alert Audio to see that there is a sound file configured. 

Secondly,  in the Agent Workspace Inbox, the agent should click the gear icon

on the left to make sure their audio alerts are enabled.

[SatyakiBose · Accepted solution]

Hi @prithatcs 

In addition to what @Dennis Ford has mentioned can you also check this KB here - KB0995140.

The workaround mentions some script as attachment to the KB. However no files are attached.

Please replicate the issue based on the steps mentioned.

If the steps are the same, then your instance would be affected by this defect.

Also, I would recommend you to check with the Hi support team on KB0995212 which is mentioned but the KB cannot be accessed.

[prithatcs]

Thanks @Dennis Ford 

The settings were not as you had mentioned.

I will be changing it and seeing how it works.

[Marshall Day1]

To add to the answer, also check your Chat Properties for appropriate mp3 files loaded. We found that 2 of them were named but there were no actual files/sounds loaded with the name. Uploaded correct mp3 files and the sound of music was going off.