workspace notification sound

prithatcs · ‎02-27-2023

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 · ‎02-27-2023

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.

View solution in original post

SatyakiBose · ‎02-27-2023

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.

View solution in original post

Marshall Day1 · ‎07-31-2023

Great. The image from above is located on the Service Operations Workspace, in the Inbox icon. Click on it and you should see the cog for the properties. Turn them on or off as needed.

These are the same properties that are listed under Social IT > properties.

You can also look them up using Audio files. Gives the list of them used in your instance.

Kaylee Price2 · ‎07-31-2023

the Social IT > properties list was what i meant was missing! but i can work from the sys_properties. thanks!