1. How do I set up Oracle Fusion Omnichannel Chat Service?
  2. Set Up Profile Options

Set Up Profile Options

This section covers the profile options you enable or disable for Omnichannel and Chat, along with some optional setups that can be done for your chat sessions.

Manage Omnichannel Profile Options

  1. Click Navigator > My Enterprise > Setup and Maintenance.
  2. Select Service > Communication Channels.
  3. In the Show drop-down list, select All Tasks.
  4. Select Manage Omnichannel Profile Options.
  5. View and edit Omnichannel profile options using the following table:

    Omnichannel profile options

    Profile Option Description Suggested value
    SVC_ENABLE_OMNI Enable the sending of work requests to Omnichannel for assignment to an agent. Yes
    SVC_OMNICHANNEL_BROWSER_NOTIFICATION_ENA Used to enable real-time browser notifications. Yes
    SVC_OMNICHANNEL DESKTOP_NOTIFICATION_ENA Enable desktop toast notifications even when you're not actively viewing the application pages. Yes
    SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELECTION Disables the option for agents to change their availability to handle work items on the Omnichannel toolbar.
    • None
    • All
    • Chat
    • Non-Real-Time Work
    ORA_SVC_ENABLE_DEC_WITH_LIVEWINDOW Enable the use of the Digital Engagement Channels chat with Live Window. Value: No
    Note: This can be set to Yes for individual agents that will work using Classic Fusion. But all agents in the Redwood User Experience should have this profile option set to No.

Manage chat profile options

  1. Click Navigator > My Enterprise > Setup and Maintenance.
  2. Select Service > Communication Channels.
  3. In the Show drop-down list, select All Tasks.
  4. Select Manage Chat Profile Options.
  5. View and edit Chat profile options using the following table:

Chat profile options

Profile Option Description Suggested value
SVC_ENABLE_CHAT Enable the Chat feature to make users available for chat and allow them to receive incoming chat requests. Yes
SVC_CHAT_OFFER_NOTIFICATION_ TIMEOUT_VALUE

Specify the seconds that lapse before the chat offer notification is automatically dismissed. The default number is 30 but the dismiss interval can be set between 5 and 285 seconds.

 30
SVC_CHAT_TRANSFER_TO_QUEUE_ENABLED Enable transferring to queue for the Chat agent. Yes
ORA_SVC_CHAT_TRANSFER_TO_AGENT_ENABLED Enable transferring to of a chat to another chat agent. Yes
ORA_SVC_CHAT_CONFERENCE_WITH_AGENT_ENABLED Enable a chat conference between agents. Yes
SVC_CHAT_ANONYMOUS_ACCESS_ENABLED Enable chat anonymous access for the end users Yes
Note:

Set Anonymous Access to No if chat is only used for the Help Desk. If it's being used for other applications, such as Service Center, then it should be set to Yes.
SVC_CHAT_INLAYS_ACCESS_ENABLED Enable access for chat inlays to get the bootstrap configurations. Yes

For more information, see How do I implement Embedded Service?
SVC_CHAT_CKEDITOR_ENABLE Enable the CK Editor for the Chat agent. Yes

Additional profile options

The following profile options are optional but might be helpful, depending on your business requirements.

Manage MCA profile options

  1. Click Navigator > My Enterprise > Setup and Maintenance.
  2. Select Service > Communication Channels.
  3. In the Show drop-down list, select All Tasks.
  4. Select Manage MCA Profile Options.
  5. View and edit MCA profile options using the following table:

MCA profile options

Profile Option Description Suggested value
SVC_MCA_SHOW_CONTACT_ON_WRAP_UP Indicates whether to show the contact information during the wrap up process. Yes
ORA_SVC_MCA_WRAP_UP_TIMEOUT Specify the number of seconds before the wrap up timer expires and work capacity is released. The default value of 0 allows unlimited wrap up time. The recommended range is from 5 to 300 seconds. Default value is 0.

Configure Call Flow Parameters

Use the Configure Call Flow Parameters task to specify whether a contact must be identified and validated or if a screen pop must be displayed. You can also use these settings to specify when and how a call wrap up must be displayed.

  1. Click Navigator > My Enterprise > Setup and Maintenance.
  2. Select Service > Communication Channels.
  3. In the Show drop-down list, select All Tasks.
  4. Select Configure Call Flow Parameters.
  5. View and edit MCA profile options using the following table:

Call Flow Parameter option values

Profile Option Description Suggestion value
Contact Required Used to require that a chat must have a contact. Yes
Contact Verification Used to require that a contact of a chat must be verified. Yes
Screen Pop Used to screen pop the appropriate page. Yes
Wrap Up Used to present a Wrap Up page to the agent at the end of a chat. Yes
Note: Oracle strongly recommends enabling wrap ups for chats if you're using Service Center to prevent the transcript from closing at the end of a chat.

Configure optional profile options

Now, you can review or change profile options accessed by performing the following steps. Note that these usually don't need to be changed.

  1. In Setup and Maintenance, click the Tasks icon, and then click Search.
  2. Search for and select Manage Global Search Profile Options.
  3. Select the Manage Global Search Profile Options task.
  4. View and configure the profile options listed in the following table:

Chat profile options

Profile Option Description Suggested value
SVC_OMNI_REINSTATE_WORK_ITEM_AVAILABILITY When returning to the supported modules, it automatically reinstates the non-real-time channel availability groups for work Items on the Omnichannel toolbar.
  • None
  • None-Real-Time Work
SVC_CHAT_IDLE_TIMEOUT The number of seconds after which a chat will be terminated if there's no activity. Zero disables the functionality. Except zero, the minimum value is 300. Default is 600. 600
ORA_SVC_OMNI_BROWSER_INACTIVITY_TIMEOUT

Profile option that allows administrators to set ADS timeout due to inactivity; this can be increased up to 8 hours (480).

Change the number of minutes of browser inactivity before work assignment offers will end. The minimum default value is 30 minutes, and the maximum value can be up to 480 minutes.		 30
ORA_SVC_OMNI_MARK_UNAVAILABLE_ON_BROWSER_INACTIVITY Enables the system to mark agent unavailable for work after browser inactivity for the duration specified by ORA_SVC_OMNI_BROWSER_INACTIVITY_TIMEOUT. No
ORA_SVC_QUEUED_REQUEST_DISCARD_SECONDS Specify the queue time if no agents are available. If the value is 0, the chat will stay queued until the customer ends the request. The minimum is 120 and the maximum is 1800. 1800
ORA_SVC_OMNI_AGENT_SESSIONS_COUNT_INTERVAL Change the interval number of minutes to look for other active browser sessions before marking a user offline. The maximum value can be up to 480 minutes. 60
ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED Decides whether a customer has opted in for global presence across the application.
Yes
Note: You can set this profile option at the site level.