Configuration Settings – Tips VI

Oracle Service Cloud has circa 500 configuration settings, which control the platform’s functions. Some of them are commonly used but many are not that well known. Below are a few that you might want to be aware of.

CP_MAINTENANCE_MODE_ENABLED

In case you are undergoing some sort of maintenance and your customer portal (CP) is down, you can enable the CP maintenance mode by setting this configuration setting to “Yes”. If enabled, customers will be redirected to the splash page (*), when they try to access any CP page in production. Additionally, all syndicated widgets will also stop displaying any information. By default, this configuration setting is set to “No”.

(*) splash page can be found at:

http://yoursite.custhelp.com/cgi-bin/yoursite.cfg/php/euf/config/splash.html

osvc_splash_page

USER_WAIT_QUEUE_TIMEOUT

If Live Chat is enabled, we usually allow customers to request a chat session and wait in the queue for an available agent. Even though we configure chat to avoid customers waiting for long, there could be instances where they struggle to go through to an agent. This configuration setting defines the time (in seconds) that a customer remains in the wait queue before receiving a “Please try again later” message. The minimum value for this setting is 120. Maximum value is 999999. Default is 1800 (30 minutes).

TBAR_LINK_LIST

For those who spend a lot of time working from the OSvC console, it could be handy to have short-cuts to other systems, applications or sites. This configuration setting allows you to add a list of preferred or favourite links to the Links option of the menu on the navigation area of the toolbar. Links will appear in the menu in the order that you enter them. By default this list is blank.

The way to add links is to the configuration setting is

item(1, “Link Name”,”http:// www. domain. com”)

See example in the screenshot below: item(1, “Capventis”,”http:// www. capventis. com”)

You can insert separator between links by entering item(0, “”,””)

osvc_links_external

41 thoughts on “Configuration Settings – Tips VI

  1. We ended up disabling the user wait queue timeout as our syndicated widget setup leaves us with very little wait time since we use min sessions available.

    But the TBAR Links are heavily used to direct agents to our various internal support sites.

  2. I love the TBAR link setting…I always wondered where I could add our own links, just never was high enough on my list to actually look for it. We are currently using tabs on the workspace and setting up the sites in there. Thanks so much for that tip.

  3. We regularly use the maintenance mode, very useful. The TBAR links could be useful, but custom links are added to the bottom of the list and if you have lots of interfaces, takes ages to scroll. Have you found any way around that, or perhaps looked at using links in the workspace ribbon as well?

  4. All really useful settings to know about. We rarely manually use MAINTMODE and have never used TBAR. As for chat, doesn’t that setting also terminate the chat session rather than just paint an advisory message? I think it should be up to the customer to choose when to exit a queue.

    1. We use the Links button in the ribbon of the Incident workspace for resources an agent may need during a call.

  5. We are looking at removing our custom solution for chat and changing it to the out-of-the-box solution. This will help us in our configuration set up. We use the other configuration items today.

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