Alert User Info

This text is sent to the remote party when the web chat interaction is routed to a specific, non-ACD user whose status is Available (a non-DND status.) Non-ACD alerts can happen for internal intercom chats, when a chat is transferred directly to another CIC user or by IWeb chats generated specifically for transfer to a user queue.

For this example, the Alert User Info attribute was set to Alerting: %1. The name devlab_user was filled in dynamically based on the destination queue. The value used to replace %1 for this string is the user display name itself, for intercom chats, and the IC Privacy Name for external chats.

You can disable the Alert User Info message at both the global and user levels.

• To disable the message globally, set the OPTION:Send Alert User Info attribute to a No value in IWeb parameters.

• To disable the message when the web interaction is transferred to a selected user, set the CHAT OPTION:Send Alert User Info attribute to a No value in User configuration.