Inbox Alert Audio on HR Agent workspace

[Dharani Basker]

I have a requirement where live agent initiated in portal , agent in HR Agent workspace should receive an alert sound.  I have uploaded the audio file in Service channel -->Chat --> Inbox alert audio field.

I have tired in below 2 ways 

1.Audio file is of 20 seconds and Time for agent to accept/reject the chat is 20 seconds. If agent accepts/rejects the chat by 5 seconds , audio is still ringing(its ringing for whole 20 seconds even the agent has started to have conversation).  

Is there any way to stop ringtone when agent picked it up or when the chat ended before agent picked it, , just like how our mobile phone rings?

2.If Audio file is of 3 seconds and Time for agent to accept/reject the chat is 20 seconds. Audio rings only once in the agent inbox. Is there any way to repeat the notification until the agent picks the same, just like how our mobile phone rings?

Please let me know if it is possible to make ring tone for agent as our phone rings

Thanks

[Vaish3]

Hi @Dharani Basker ,

Even I'm facing the same issue for Virtual agent. But the service channel is same as yours. I tried checking online but no luck. So checking with you, would you be able to resolve it or fix it? 

Regards,

Vaishnavi

[Dharani Basker]

Hi @Vaish3 ,

ServiceNow HI Case team has concluded that this is not feasible now and there is no provision to keep the audio notification to continue till the chat is accepted or rejected.

Thanks