Defining Canned Queue URLs

Access the URL page using the following navigation path:

PeopleTools, and then MultiChannel Framework, and then Third-Party Configuration, and then MCF Third-Party Queues, and then URL

This example illustrates the fields and controls on the URL page. You can find definitions for the fields and controls later on this page.

The URL page displaying the Queue ID and Description and having the following editable fields: URL Name, URL Description, and URL.

Canned queue URLs enable the agent to push a predefined URL to the customer, which appears in a pop-up window for the customer. The agent can edit these URLs in the chat window after selecting them.

Field or Control	Description
URL Name	Enter the name of the URL. The URL name appears in the agent's URL drop-down list box for all agents that belong to this queue.
URL Description	Enter a description of the URL. This description appears only on this page to further describe this URL or, for example, its reason for inclusion.
URL	Enter the URL. The URL must include the protocol (http://) and any required parameters. All canned queue URLs defined for the queue are downloaded when the agent launches the agent chat console by accepting a customer chat. These URLs are not available in collaborative chat. If you send a canned queue URL that is a PeopleSoft Pure Internet Architecture URL, be sure that the recipient has permissions to access that portal, node, or page.

Field or Control

Description

URL Name

Enter the name of the URL.

The URL name appears in the agent's URL drop-down list box for all agents that belong to this queue.

URL Description

Enter a description of the URL.

This description appears only on this page to further describe this URL or, for example, its reason for inclusion.

URL

Enter the URL. The URL must include the protocol (http://) and any required parameters.

All canned queue URLs defined for the queue are downloaded when the agent launches the agent chat console by accepting a customer chat. These URLs are not available in collaborative chat.

If you send a canned queue URL that is a PeopleSoft Pure Internet Architecture URL, be sure that the recipient has permissions to access that portal, node, or page.