Enable Notifications in the Redwood User Experience

You can configure your Fusion application with the Redwood User Experience to trigger desktop notifications (system notifications) when new phone calls or chats are delivered to agents. This is useful to alert agents that aren't actively working inside the Fusion application.

Enable desktop notifications in Fusion applications

Desktop notifications for Fusion applications with the Redwood User Experience are set at the Site level. To enable desktop notifications start by doing this:

1. In the Setup and Maintenance work area, click the Tasks icon and select the Search link.
2. Enter Manage Profile Options in the Search field, then click the corresponding link in the search results.
3. In the Manage Profile Code field, enter SVC_OMNICHANNEL_DESKTOP_NOTIFICATION_ENA.
4. In the Profile Option Levels section, enable the Site level.
5. Sign out, and then sign back in to use the updated Profile Option setting.

Enable Windows system notifications

1. On your Windows task bar, click the Search icon and enter notification in the search field.
2. In the System > Notifications window, make sure of the following:
   • Notifications is set to On.
   • Allow notifications to play sounds is enabled.
     Note: You'll need to expand the Notifications menu to see this setting.
   • Do not disturb is set to Off.

Enable System Notifications for the Browser

For this example, we'll use Chrome.

1. In the Windows systems settings, find Chrome and ensure the following:
   • Show notification banners is set to On.
   • Show notification banners is selected.
   • Show notifications in notification center is selected.
   • Allow app to send important notifications when do not disturb is set to On.
   • Play a sound when notification arrives is set to On.

Enable Notifications in Browser Site Settings

For this example, we'll use Chrome.

1. In the Fusion application, select the View Site Information icon in the address bar, and select Site Settings.
2. In the Permissions settings area, make sure of the following:
   • Notifications is set to Allow.
   • Sound is set to Allow.

Turn off Focus Assistant

Note: This step only applies to Windows 10.

1. In Windows go to Settings > System > Focus assist.
2. Select Off.

Restart your computer

Restart your computer for the changes to take effect.

Troubleshooting

Here's a few troubleshooting tips.

I'm not seeing notifications in the Windows Notification Center

System Notifications aren't supported in Chrome Incognito Windows.

I'm not seeing notifications in the Windows Notification Center

System Notifications aren't supported in Chrome Incognito Windows.

Windows 10 won't display notification banners

Windows 10 can’t display notification banners from an app if that app isn’t allowed to run in the background. Here's how you can check if you're using the correct settings:

1. Click Start > Settings > Privacy.
2. From the Settings list, find Background apps.
3. Make sure the Let apps run in the background setting is set to On.
4. In the Choose which apps can run in the background list, make sure Chrome is set to On.

How do I disable Battery Saver Mode in Windows?

1. Click Start > Settings > Privacy.
2. From the Settings list, find Battery.
3. Turn off the Battery saver setting to Off.