Configure ECE to Disable Alternate Engagement Options

Introduction

This document describes the process to disable the Alternate Engagement Options on Cisco Email and Chat (ECE) during the After-hours or when Agents are unavailable.

Prerequisites

Requirements

Cisco recommends that you have knowledge of chat customization and access to ECE 12.6 or higher

Components Used

The information in this document is based on ECE Aria Chat Templates.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Configure

Step 1. Include the custom component in respective chats template.json file as shown in the image.

Custom component configuration changes in Template.json

Step 2. Update the alternate options field in template.json as shown in the image.

Alternate Options in Template.json

Step 3. Update the component-config.json under the custom folder \templates\chat\example\custom as shown in the image.

Component-config.json changes in Custom folder

Step 4.  Disable the Display Alternate Engagement Option under Queues . Select the department where the chat entry point is created, then navigate to  Business Rules > Queues .

From there, choose the mapped queue under the Chat tab to disable the alternate engagement option, then save the changes.

Disable Display Alternate Engagement Option under Queues

Step 5. Update the required messages to be displayed during the Chat Offhours/Agent Unavailable in the  en-us.json  file in the custom l10n folder.

Verify

Use this section to confirm that your configuration works properly.

The chat window looks like this post modification:

Chat window after disabling Alternate Options

Warning: Never modify the base Aria Template. Instead, duplicate the folder, rename it as required, and then proceed with your modifications.

Troubleshoot

There is currently no specific troubleshooting information available for this configuration.

Related Information

This is the key document you must review thoroughly before you start any ECE chat customisation. This is not a comprehensive list of ECE documents.

Enterprise Chat and Email Administrator’s Guide to Chat and Collaboration Resources, Release 12.6