150 Chapter 6 Configuration
8. After Interflow time, type the time in minutes a chat message can wait in the original queue before it
is sent to another queue (the interflow queue).
9. If you want to direct queue-delayed chat messages to an alternate queue, after Internally interflow
contacts to this chat queue select the queue.
The chat message will be interflowed to this queue after it has waited in the original queue for a set
period of time (the interflow time you specified above).
10. After Queue public folder name, type the name associated with the public email address.
The queue public folder name is the name used to describe the alias email for the queue. For
example, if the alias is Support@yourcompany.com, then the public folder name could be Support.
The Queue Public Folder Name appears in the Outlook public folder list as CyberAED/Queues/
<QueueName>.
11. After Internal email address, type the email address the Multimedia Contact Center server uses to
send chat requests to the chat public folder corresponding with the queue.
12. Click Save.
Configuring Multimedia Contact Center WebChat transcript options
Configuring Multimedia Contact Center Webchat transcript options is done in the Contact Center
Management website.
To configure transcript options
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Queue=>Queue.
3. Across from a chat queue, click Edit.
4. Click the Multimedia Contact Center WebChat Transcript options tab.
5. If you want your customers to receive chat transcripts, select the Email a chat transcript to the
customer after the chat session is complete check box.
6. After Transcript email address, type your company’s public email address.
7. Click the Multimedia Contact Center auto acknowledgement tab.
8. If you want to activate auto acknowledgement messages for this queue, select the Enable auto-
acknowledgement messages for this queue check box.
9. Select auto acknowledgement messages to be used during business hours and outside business
hours.
10. If you want to create or modify an auto acknowledgement message, click Manage, type a title and
body text for the auto acknowledgement message, click Apply or Add (depending on whether you
are creating a new message or modifying a previous message), and click Save.
11. Click Save.
Configuring Multimedia Contact Center Fax options
Configuring Multimedia Contact Center Fax options is done in the Contact Center Management website.
To configure fax options
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Queue=>Queue.
3. Across from a fax queue, click Edit.
4. Click the Multimedia Contact Center Fax options tab.
5. After Public email address, type the address of the public fax address.
NOTE:
• The queue public folder name is permanent.
• Exchange will attempt to assign an email address (<QueueName>@yourdomain.com) to the
queue public folder. However, if that email address already exists, it might assign an email
address named <QueueName>2@yourdomain.com. To correct this, you must use Active
Directory Users and Computers and/or Exchange System Manager to swap the email address
of the conflicting mail-enabled items. To do this, you modify the properties on the email address
tab for the appropriate User, Distribution List, or Public Folder.