Connectivity settings are settings related to configuration of the following Contact Us options:

  • Call Now: Enables users to phone a call center agent (by selecting Call on the Contact Us page of an Interaction). 
  • Call Return: Enables users to request a callback from an agent (by selecting Call Return on the Contact Us page).
  • Email: Enables users to send an email to an agent (by selecting Mail on the Contact Us page).

Default connectivity settings are defined and displayed on the Connectivity page of the Settings menu. By default, all applications of the Mobile Web and the Web Self Service channels use these shared settings. However, to enable you to provide the best support for your customers, Jacada Interaction Server supports the ability to set different connectivity settings for each individual application. For example, your Mobile Web application may use DTMF code for its call handling method, while the Web Self Service application uses the DNIS service. 

The Connectivity tab of the Application Settings page indicates which connectivity settings are used by the application. If the application uses the default settings, the tab appears as follows:

Clicking the Default Account Settings link opens the Connectivity page of the Settings menu, where you can view and update the default connectivity settings.

If the application uses custom connectivity settings, those settings are displayed in the Connectivity tab. For example: 

To configure custom connectivity settings for an application:

  1. From the grid on the Applications page, select the relevant Mobile Web or Web Self Service application. Then, select the Connectivity tab.
  2. At the right upper corner of the page, click Edit.
    The page becomes editable.
  3. From the Use dropdown list, select Application Settings



    The currently defined Call Now, Call Return, and Contact Us Email connectivity settings are displayed.
  4. Update Call Now connectivity settings:
    a. From the Select the method... dropdown list, select Direct Dial or Direct Dial with DTMF Code.


    The Call Now Phone Number value is configured separately.
    Note: The DNIS Manager option cannot be defined for an individual application. To use the DNIS Manager as the Call Now handling method, it needs to be defined as the default Call Now connectivity setting.

    b. If After Hours settings are defined, from the After Hours Settings dropdown list, select the relevant After Hours schedule. To clear an After Hours schedule that is already defined, select None.  

  5. Update Call Return connectivity settings:
    a. From the dropdown list, select Email or External Service.



    b. Define additional settings as relevant:
    • If you selected Email, in the Email Address field, enter the address to which the alert message to agents should be sent. (This field is populated by default with the address provided on the on the Account Information page.)
    • If you selected External Service, from the System Integration Point dropdown list, select the integration point to be used. (All defined Callback type integration points are listed.)



    Note: If there are no Callback type integration points defined, or if you want to create an additional Callback integration point, click Add to access the New Integration Point wizard. For details about using the wizard, click here.
  6. Update Contact Us Email settings:
    In the Email Address for Contact Us field, enter the email address to which customer emails (to request assistance) will be sent.
  7. At the right upper corner of the page, click Save.
    A confirmation message is displayed, and changes are saved in the system.

To restore default connectivity settings for an application:

  1. From the grid on the Applications page, select the relevant Mobile Web or Web Self Service application. Then, select the Connectivity tab.
  2. At the right upper corner of the page, click Edit.
    The page becomes editable.
  3. From the Use dropdown list, select Default Account Settings.
    The settings displayed on the page are hidden.
  4. At the right upper corner of the page, click Save.
    A confirmation message is displayed, and the default connectivity settings are restored. 

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