How to do internal chat in IWS?

[prempreet]

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

[Kubig]

Between chat and broadcast msg is big difference. The deployment depends on your needs. What do you expecting from a function?

[prempreet]

customer want chat between IWS logged in agents.

[Sundar]

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

[cavagnaro]

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.

[Sundar]

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.

[smile]

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.