Contents

Workgroup and User Parameters

The following table contains all of the parameters that you can set in workgroup and user configurations.

TEXT parameters are used to set string values. Limit them to 256 characters, although you can use up to 500 characters if necessary.
Control parameters beginning with OPTION determine if the text is sent or not. The value of a control parameter is Yes or No. No is assumed if any other value is used.

To prevent text from being sent, if you set a control parameter to No, the corresponding TEXT attribute must exist and contain a string value.
Notice that each of the workgroup and user parameters has a media type prefix added to them, in contrast to the names used for IWeb parameters.

An X in the Workgroup Support and User Support columns indicates a parameter that you can also use in Workgroup or User configuration.

Workgroup/User Parameter Name	Workgroup/User Control Parameter	Workgroup Support	User Support
CHAT TEXT:ACD Alert Info	CHAT OPTION:Send ACD Alert Info	X	N/A	*
CHAT TEXT:ACD Agent Connected	N/A	X	N/A	*
CHAT TEXT:ACD No Answer Info	CHAT OPTION:Send ACD No Answer Info	X	N/A	*
CHAT TEXT:ACD Position in Queue	CHAT OPTION:Send ACD Position in Queue	X	N/A	*******
CHAT TEXT:ACD Queue Info	CHAT OPTION:Send ACD Queue Info	X	N/A
N/A	CHAT OPTION:ACD Queue Loop Time (minutes)	X	N/A
CHAT TEXT:ACD Transfer to Voicemail	N/A	X	N/A
CHAT TEXT:ACD Voicemail Option	CHAT OPTION:Send ACD Voicemail Option	X	N/A
CHAT TEXT:ACD Voicemail Option Answer	N/A	X	N/A
CHAT TEXT:ACD Wait One Minute	CHAT OPTION:Send ACD Time in Queue	X	N/A	*******
CHAT TEXT:ACD Wait Time (minutes)	CHAT OPTION:Send ACD Time in Queue	X	N/A	*******
CHAT TEXT:Agent Connected Message	N/A	X	X
CHAT TEXT:Agent Disconnected Message	N/A	X	X	*
CHAT TEXT:Alert User Info	CHAT OPTION:Send Alert User Info	N/A	X
CHAT TEXT:Display Name	N/A	X	N/A	**
CHAT TEXT:OnHold Message	N/A	X	X	*
CHAT TEXT:Schedule Disconnect Message	N/A	X	X
CHAT TEXT:Transfer to Inactive Queue	N/A	X	N/A
CHAT TEXT:Transfer to User Info	CHAT OPTION:Send Transfer to User Info	N/A	X
CHAT TEXT:Transfer to Workgroup Info	CHAT OPTION:Send Transfer to Workgroup Info	X	N/A
CHAT TEXT:Visitor Connected Message	N/A	X	X
CHAT TEXT:Visitor Disconnected Message	N/A	X	X
CHAT TEXT:Voicemail Display Name	N/A	X	X
CHAT TEXT:Voicemail Name Confirm	CHAT OPTION:Send Voicemail Name Confirm	X	X
CHAT TEXT:Voicemail Name Confirm Answer	N/A	X	X
CHAT TEXT:Voicemail Request Message	N/A	X	X
CHAT TEXT:Voicemail Request Name	N/A	X	X
CHAT TEXT:Welcome Header	CHAT OPTION:Send Welcome Header	X	X

* IWEB or Workgroup parameter values are used for ACD interactions. User configuration settings do not apply to ACD agent alerts.

** User settings apply when an interaction is assigned to an agent. This is the IC Privacy Name or user's display name.

***The "TEXT:ACD Wait Update Reminder" will be sent if either "Send ACD Position in Queue" or "Send ACD Time in Queue" are set.