The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

MessageCenter Alerts

Emplifi Agent can be configured so that high-priority MessageCenter messages will cause an alert to be raised to the user.

Configuring MessageCenter Alerts

There are three settings that work together to determine what constitutes a high priority message, what users will receive standard alerts, and what users will receive silent alerts.

In the System Parameters is a field called Message Popup Priority. This setting determines what message priority levels constitute a high priority message.
On the MessageCenter view in each user's Emplifi Agent Configuration settings is a field called Experience level to pop high priority message. This determines what level of experience is needed to create silent alerts rather than standard alerts (message pops).
Each user's experience level is determined by the Experience Level field on the System User Code definition screen.

Administrative Considerations

Messages must Be Submitted Through the Emplifi Agent Server

The mechanism to quickly inform the client to turn on the indicator is only supported for messages submitted through the Emplifi Agent Server. Messages submitted by direct database access will only be seen by the Emplifi Agent client when the MessageCenter inbox is refreshed. At that point the alert indicator will be activated.

Firewalls May Block Messages

Alert messages are sent using the UDP protocol, which is a standard networking protocol. Both corporate and personal firewalls (such as the one installed by Windows XP Service Pack 2) will potentially block the client from receiving the priority message notification. This may require adjusting the firewall settings to allow traffic on the configured UDP port.

To determine the port that is being used:

In the Workbench navigator, go to Maintenance & Administration Configuration Settings.
Open your current configuration.
In the Configuration navigator, go to Telephony and Chat.
The Emplifi Agent Interaction Client Port setting is the port that is used to send UDP messages.

To ensure proper functionality of this feature, the firewall has to be appropriately configured to allow messages through this port.

Multiple Client Instances on One Machine

A restriction of UDP socket technology is that there can only be one listener for a given socket on a machine at one time. Thus, if a user runs multiple instances of the Emplifi Agent workbench, only one of them can be listening for the priority message alerts. If the user closes the one session that is listening and doesn't open a new session, they will have effectively turned off the quick notification feature.

If a second instance of the Workbench is started and fails to start the message listener, the user will receive a warning message to that effect.