Chat Alerts and Increasing Sound ....

[persephone]

Hi,

Can anyone advise as to how I can increase the sound or notification more visible to the Service Desk.     Staff can potentially be waiting for more than 8 minutes for a response becuase Service Desk operations are not aware that there is someone waiitng on chat.     Appreciate advice.

Regards,

Persephone

[Travers M]

In our instance we uploaded a new chat sound just like in this thread

Chat Alert- need to change sound when someone enters helpdesk Chat queue

That being said, we did run into the multinode issue which was resolved by entering a HI ticket and they made sure the requested sound was on all of our nodes.   I wish there was a way to play sounds at an interval if a chat remains unanswered but I haven't found a way to do that.

As far as the notifications go, there is an option available on Share that may help with that if the louder/lengthier sound doesn't resolve your issue.     That can be found at the following link ServiceNow Share

[Sagar Solanki]

Are the notifications working fine with Kingston as well? If you have upgraded to Kingston 🙂

[Travers M]

Our chats stopped working altogether once we got to Istanbul if not sooner.  There was no way for us to answer them and as this is now a deprecated module, there is no longer support for it.  We just gave up on using the feature as it was never really utilized a lot anyways. 

[johnvpr]

With Fuji I suggest to try to use this plugin to upload mp3 and ogg.

http://wiki.servicenow.com/index.php?title=Storing_Audio_Files_in_the_Database#gsc.tab=0

John