Hi,
We are using IWS 8.1.2. We want to send messages (internal messages) to the logged in agents from IWS. So that the supervisor can messages their agents. I heard that from Genesys Agent Desktop(GAD) we can sent messages (like chat) to agents.
We referred the IWS deployment document. Its described about broadcast message & its configuration.
We couldn’t find how to proceed this? Anyone please help
Regards
Prem
Between chat and broadcast msg is big difference. The deployment depends on your needs. What do you expecting from a function?
customer want chat between IWS logged in agents.
Even we also have similar requirement. In our setup, the supervisor wants to send message to all agents or a specific agent from IWS. don’t know, how to achieve this. Anyone pls help
To all agents is a broadcast, to specific agents you can develop a solution with SIP messaging, I think somebody did it but Genesys by default NO, as it is a customer CHAT not internal chat, for which you can use other tools like Jabber or others.
We have created one communication dn(BroadMsg) & configured broadcast.dn as BroadMsg@SipSwitch
And configured remaining broadcast properties (like broadcast.subscribed.topics,broadcast.mark-read-timeout) as per the deployment document.
We are recently started using IWS & we couldn’t find how to send broadcast messages & test.
It will be great help, if you can explain this.
To send broadcast message you will need develop custom application (or make customization for IWS) using universal SDK. This feature is not out-of-the-box.