Your website domains and segments control the URL agents enter to access your iService system, and the content users see in the public interfaces.

Domains – The domain represents the URL at which the website can be accessed. You can add domains by typing them into the text box to the right and clicking the Add Domain button. To remove a domain click the red x next to its name. You must ensure that your DNS settings for the domain are properly mapped to your iService web server. When the iService website receives the page request, it uses the domain to determine the proper database. Domains must be unique within each iService installation.

Segments – The segments included within the website are selected from the Segments list. Multiple websites can be created with various combinations of segments.

The segments chosen within a website control the content displayed in the public knowledge base and the customer portal. The built-in customer portal (/f/customerportal-treeview) provides a web interface where customers can ask questions and search for answers with an integrated knowledge base. You can combine the various segments into a single Customer portal and present your customers the topic trees for all segments. Or, you can make a separate website for each segment and limit the display of articles and topics to that specific segment when customers visit the portal.

Topics will not display in the knowledge base or customer portal unless the website includes at least one standard segment. Also, at least one of the topics in the segment must have Public Visibility to appear in the knowledge base or portal.

Website Root URL – When variables are inserted into your auto response template or mass mailing, a URL must be generated (e.g., an unsubscribe link or external answer page).  You must specify the URL to be used in this section, which is typically one of the domains specified for the website. If using a virtual directory, the root path for your website should be listed rather than just the domain. The URLs generated from the link are as follows:

•URL to Link.aspx (All urls in the bodies of notifications generated from $link$)

•URL to blank.gif (Final redirect location when using $link viewed$)

•URL to Forward.aspx (When using $value -forwardexternal(url)$ in send auto response filter/form action, for new messages or forward to segment sends an agent notification, when agent notification sent on Unqueue, Reassign, creating customer ticket, and creating agent ticket.)

•URL to FindAswers.aspx (When doing update notification to answer subscribers.)

The link to Forward.aspx when doing forward external from the iService website does not use the value from the website. That url is generated using a value generated by the front end based on the agent's current URL.

Anti-Spam Policy URL – If you enter a URL in this box, it will display a link to this page on the bottom of each iService page with the text "Anti-Spam Policy". Clicking this link will load the page specified, which should provide a description of your policy for ensuring your iService tenant is not used to send unsolicited commercial email.

Outbound Mailbox - When a user of the iService Website requests their password, it is sent using the mailbox selected from this list. Mailboxes are created and maintained from the Segments - Mailboxes tab. The forgot password link will not appear on the login panel if this mailbox is not set.

Password Reset Notification Template –   When a user of the iService Website requests their password, it is sent using the auto response notification selected from this list. Auto response notifications are created and maintained from the Segments - Notifications tab. Only auto responses that are marked as password reset will be displayed in this drop down.

The website details panel specifies the forms used in each section of iService. The forms displayed in the user interface have placeholder names that correspond to a custom or built-in form name. You can replace pages in the interface with new pages by updating these form references. This allows you to customize the interface as needed for your business requirements. Some built-in forms have various options that you can configure for different needs.

The panel has two views: Custom Forms and Built-in Forms.

       Custom Forms

Custom forms allow you to create your own placeholder names and associate them with forms. These placeholders are typically referenced by other forms, or can be used as a replacement for the form ID in a URL (i.e., replace /f/113 with /previewdialer-head in the case below).     Adding Placeholders The built-in forms use existing placeholder values, but you can also add your own placeholders. Click the Add button within the Website Details panel to create a new row. Then enter the name for the placeholder and the corresponding form ID.   Adding a custom placeholder   You can then load the form using the /f/placeholdername format.

       Built-in Forms

Built-in Forms are pre-written forms that are mapped to the various placeholders that comprise the iService user interface. You can change the forms referenced by these placeholders to change the content and behavior of your iService website.   The Built-in Forms view of Website Details     Replacing a form   To substitute a  new form for a placeholder, click the edit pencil and enter the form number or select an option from the drop down menu. Then click save.     In the example above, the dashboard-body4 placeholder refers to a location on the agent home page.  By default this value is blank. The example above replaces inserts form 10 into that placeholder.     Default Values When you modify the form associated with an iService reserved placeholder (the built-in placeholders), a default button can be used to set the value back to the system default.

This is deprecated beginning with v9.1. Use the Answer Panel Buttons page to set this configuration.

You can convert a website into a secure messaging portal that does not send email by changing the myqueue-answer-actions form to the portal version. After making the change, click the Save button to save the changes.

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The secure message portal can be used with or without email notifications. To send your customer an email notification that an answer is available, choose the Secure Notifications Portal option.

Read more about the secure message portal options and configuration.

This is deprecated beginning with version 9.0.

To improve performance for segments with a large number of stock responses (> 250), the value for stockresponse-list can be changed from the default ngappbuiltin-stockresponse-list-full to ngappbuiltin-stockresponse-list-names.

The names only version reduces the size of the page by only loading the names of the stock responses instead of all the bodies. The bodies will be fetched and pasted into the Draft Message when clicked. However, when this option is chosen the tooltip preview for stock responses is not available.

This is deprecated beginning with version 9.0. Use the Question Color Coding by Agent menu to set these values.

The manage messages page can color code the dates of messages based upon their age. There are two placeholders used for this configuration as shown below.

1 - Body -- Place the following into a form named messagequeue-body and place the ID of that form into this placeholder.

<script>

var managemessage = { colorCoding: [] };

managemessage.colorCoding.push({minutes: 10, className: 'color-normal'});

managemessage.colorCoding.push({minutes: 15, className: 'color-warning'});

managemessage.colorCoding.push({minutes: 30, className: 'color-urgent'});

</script>

Update the values for minutes as desired. Do not change the color- names.

2 - Head -- Place the following into a form named messagequeue-head and place the ID of that form into this placeholder.

<style type="text/css">

#mq-managemessage-message tr.color-normal td.column-date { background-color: #e0e0e0;}

#mq-managemessage-message tr.color-warning td.column-date { background-color: #F7DC6F;}

#mq-managemessage-message tr.color-urgent td.column-date { background-color: #F1948A;}

</style>

Update the values for background-color as desired. Do not change the color- names (normal, warning, urgent).

This is deprecated beginning with version 9.0. Use the Dashboard Settings menu to configure your home page dashboard.

The home page is comprised of four sections that can be filled with default content or your own custom forms. The layout and default forms associated with each placeholder are shown below.

The My Dashboard page

1 - The My Recent Interactions panel provides a search results table for all of your interactions as an agent for the time period you select. This includes questions and answers you were part of during the time-frame of the search.

2 - The My Answers This Week table shows a break down by the types of answers you provided.

3 - The Get Support panel provides links to help content and contact forms for interacting with iService.

4 - The fourth DIV on the page is full width. You can insert other form content here is desired.

iService includes a built-in form for monitoring the status of assigned messages (/f/assigned-messages). The form uses Monday - Friday 9:00 to 17:00 as the default business hours.

To change the business hours for your website, create a new form named assigned-messages-body and include the following code with your required changes (the example sets hours to 8am - 5pm). Then, use the ID from that form as the value for assigned-messages-body in the placeholder list.

Setting the form ID for the assigned messages form

<script>

 iservice.assignedMessages = 

 { holidays: [ new Date(0, 0, 1)],

   weeklyHolidays: [0, 6],

   workShifts:

   [ { start: 8,

       end: 17

     } ]

 };

</script>

To create multiple shifts, add holidays, etc. consider the example below.

<script>

 iservice.assignedMessages = 

 {

   // The Date object is constructed by calling the constructor with the following parameters

   // new Date(year, month, day, hour, minute)

   // year: Is a number like 1990, 2015, etc.

   // month: Is a number from 0 (January) to 11 (December)

   // day: Is a number from 1 to 31

   // hour: Is a number from 0 (12 AM) to 23 (11 PM)

   // minute: Is a number from 0 to 59

   // Week days are represented by numbers running from 0 (Sunday) to 6 (Saturday)

   // holidays is an array of Date objects with each one representing an off day that whose work hours won't be

   // counted. Notice that we set the year to 0 because holidays are recurring for every year, so, we don't care

   // about the year value. We just care about the month and day

   holidays: [new Date(0,0,1),  //Every Jan 1 

              new Date(0,5,4),  //Every July 4

              new Date(0,11,25) //Every Dec 25

             ], 

   // weeklyHolidays is an array of numbers with each one representing a weekly off day

   weeklyHolidays: [0, 6], // Sundays and Saturdays are off

   // workShifts is an array of JavaScript objects with each one representing a work shift time. A company

   // may have one or more shifts as appropriate. The start and end times are represented as decimal numbers

   // running from 0 to 24. For example:

   // 0 is 12 AM, 0.5 is 12:30 AM, 20 is 8 PM, 23:33 is 11:20 PM

   workShifts: [{

        start: 8,

        end: 17

    }]

 };

</script>