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.

[Kaylee Price2]

Hello, do you know how to get to these? I don't see this menu.

[Marshall Day1]

Hi Kaylee,

In the Navigator, type in Social IT. Under Chat Administration you will see Properties. Click on it to open the menu. You can verify if the files loaded have actual info in them or load new ones as you deem necessary. 

Hope this helps.

Marshall

[Kaylee Price2]

unfortunatley i dont have that option. do you have the exact UI page i can try instead?

[Marshall Day1]

The sound files are stored in a system property. If you do not have admin role you will not be able to see these files.

[Kaylee Price2]

I am the admin, but was looking for if there was the oob properties page shown above for chat. I am able to find the mp3 property in sys_properties.