Creating Web On Hold URL groups using Omnichannel Administration Utility

Last Updated : Nov 02, 2021 |

About this task

A Web On Hold URL group is a sequence of URLs that can be presented in a customer's web browser while the customer waits for an agent in a web communication. You can define the time for which each URL must appear on the web browser of the customer.

The Web On Hold URL presents each message in the group in a sequence. Every message is presented in a sequence after reaching a specified delay. After reaching the specified delay, the first message is presented, and then the second message in the group is presented. After all the messages in the group are presented, the Web On Hold URL resets to the first sequence in the group to present the first message.

Web On Hold URLs can include multimedia files, such as audio or video files. To run the multimedia files, customers must download the required plug-ins on their web browsers.

The maximum number of URLs that you can add to a Web On Hold URL group is 50. However, you must ensure to not add more than 25 URLs to a Web On Hold URL group.

Procedure

  1. Start Omnichannel Administration Utility.
  2. In the navigation pane, click Web Chat/Messaging.
  3. Click Web On Hold.
  4. Click the On Hold URLs tab.
  5. Click New.
  6. In Tag, type a name for the Web On Hold URL group.
  7. In Description, type a description for the Web On Hold URL group.
  8. In Hold Time, type the number of seconds to display each URL in the customer's browser.
  9. In URL, type the URL to display on the web browser of the customer.
  10. Click Add.
  11. Repeat Step 2 to Step 10 to add all URLs to the current Web On Hold URL group.
  12. In the Edit Attributes area, select the required attributes.

    For example, select Language.English.

  13. Click Save.