Self Service Portal Settings (Partitioned)
Using the Self Service Portal Settings (Partitioned) option, you can assign default call templates and configure the native chat client.
ASM Legacy Product Documentation
Using the Self Service Portal Settings (Partitioned) option, you can assign default call templates and configure the native chat client.
Using the Self Service Portal Settings (Partitioned) option, you can select a call template, as defined in Call Template Administration, for registering for access to the Self Service Portal. You can specify the partition when assigning the call template. You can also set up your chat queues and call templates for each partition.
Any IPK workflow rules picked up while a call is being logged will override the recipient Analyst/group specified on the call template.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand Self Service Portal.
Select Self Service Portal Settings (Partitioned) to open the window.
Select the Partitionfor which you want to assign a call template using the drop-down arrow in the Partition list in the top right corner of the window if appropriate.
Complete the details.
Select to save the changes. Provide the Change Reasons if prompted to do so.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand Self Service Portal.
Select Self Service Portal Settings (Partitioned) to open the window.
Scroll down to the Chat Queue Setup section if necessary.
Complete the details.
Assign the chat analysts to the queue. Select from the options, and then select the entry/entries you want to add to the chat queue from the left hand list and select Add to add them to the right hand list.
Select to save the changes. Provide the Change Reasons if prompted to do so.
Registration Call Template
Select a call template you want to assign for Users who are registering for Self Service portal access through the portal
The call template selected will determine the IPK group/s to which the User’s registration details will be forwarded unless the call triggers other IPK workflow rules.
Major Incident Ref
Select the IPK Status Ref to be used to determine the Major Incident's IPK Status
Add Me to Major Incident Call Template
Select the call template to be used when a user selects the Add Me button in the Self Service Portal
Partition
Select the partition for which you want to enable Chat
Enabled
Select the checkbox to enable Chat for the partition
Call Templates
Use the drop down list to select the call template to be used when a call is logged through Chat. You must select a call template for each partition.
The call template selected will determine the IPK group/s to which the User’s registration details will be forwarded unless the call triggers other IPK workflow rules.
Analyst
Select the analyst(s). If analysts have already been assigned Chat Analyst permissions in the Options tab of their IPK Management security role, they will appear in blue. They cannot participate in a chat without this permission.
Groups
Select the IPK groups that you want to participate in Chat.
Each analyst must have Chat Analyst selected in the Options tab of their IPK Management security role to participate in a chat, even if they are part of a selected group.
Analysts by Groups
Select to display all the analysts categorized by the group to which they belong. An analyst who belongs to more than one group will be displayed in every group to which they belong. To view a list of analysts in a group, click + next to the group name. In this view, you can select either an analyst or a group to participate in the chat.
Each analyst must have Chat Analyst selected in the Options tab of their IPK Management security role to participate in a chat, even if they are part of a selected group.