Avaya Oceana® introduces custom routing attribute using which Contact Priority (1-100) can be set for the web messenger.
Configuration
You can configure contact priority in the deployment excel file during the deployment. This value is used for Social messaging platforms. Priority value ranges from 1 to 100, with 1 being the highest priority. If priority is set to a value out of this range, the value 5 is used.
Operation
The feature enables contact priority to be set in the following ways:
Web front-end - a web developer can specify the priority programmatically.
System default priority: If the priority has not been set from the web front-end, or when using other channels, a default priority can be set in the deployment excel file.
Scenario
Operation
Priority set from web messenger
The priority value set as a metadata value in the index.html is passed as the contact priority intrinsic to the Engagement Deployment Workflow.
oceana_intrinsic_contact_priority attribute is added with value in range from 1 to 100.
Priority not set or invalid value from the web messenger
If the web developer does not specify a value or specifies an invalid value, the system default priority set at installation time from the deployment excel file is used.
Other Social Channels
The system default priority value set during installation from the deployment excel file is applied to all other channels. For example, WhatsApp, Facebook Messenger.
Limitations
You cannot specify separate priority values to contacts originating from multiple social channels. For example, the same system default priority applies to contacts originating from WhatsApp, as from the Facebook Messenger.
The feature does not allow parsing messages from social channels and applying separate priorities.
