General Partition Settings

Common Settings

To: Address for Notifications from Services

DSM sends out notifications when any error occurs in the functioning of services (for example, retriever, dispatcher, etc). Use this setting to specify the email address to which notifications are sent by the DSM.

  • Access level: Partition settings

  • Default value: —

  • Minimum length: 0

  • Maximum length: 255

From: Address for Notifications from Services

DSM sends out notifications when any error occurs in the functioning of services (for example, retriever, dispatcher, etc). Use this setting to specify the email address displayed in the "from" field of the notifications sent by the DSM.

  • Access level: Partition settings 

  • Default value: —

  • Minimum length: 0

  • Maximum length: 255

From: Name for Notifications from Services

Use this setting to specify the "From Name" to be used in notification emails. This enables users to configure the "From Name" in emails reducing the possibility of the notification emails looking like spam.

  • Access level: Partition settings 

  • Default value: —

  • Minimum length: 0

  • Maximum length: 255

Installation Name

Define a unique name for your installation. Provide a 1 to 4-letter code. For example,  PRD, EG, TEST, PROD, TST2, DEMO. The name must not contain spaces or special characters. If you have more than one deployment, make sure that you use a unique installation name for all your installations. This installation name is appended to the article IDs. Changing the value of this setting will impact all the article IDs and the sitemaps generated for the portals.

  • Access level: Partition settings 

  • Default value:  —

Shortening Base URL

Use this setting to define the base URL for shortening purposes.

  • Access level: Partition settings 

  • Default value: —

  • Minimum length: 0

  • Maximum length: —

Enable Keyboard Shortcuts for Advisor Desktop

Use this setting to enable or disable keyboard shortcut functionality for users. When enabled, this setting allows users to utilize keyboard shortcuts on the login screen and in the Advisor Desktop. For more information about the keyboard shortcuts in the Advisor Desktop, see the eGain Agent Guide.

  • Access level: Partition settings, Department settings, User settings 

  • Default value: Yes

  • Value options: Yes, No

  • Editable at lower level: Yes

Search Settings

Maximum Number of Records to Display for Search

Use this setting to specify the maximum number of search results to be displayed in the Results pane of the Search window. This setting also controls the number of results displayed in the Change Customer window launched from Customer section of the Information Pane (Advisor Desktop).

  • Access level: Partition settings 

  • Default value: 100

  • Minimum value: 10

  • Maximum value: 500

Maximum Number of Records to Display for NAS Search

Use this setting to decide the maximum number of search results to be displayed when an agent uses new activity shortcuts to create activities.

  • Access level: Partition settings 

  • Default value: 9

  • Minimum value: 1

  • Maximum value: 100

Security Settings

The following settings can also be configured in Security > Settings at the partition level. For more information, see Security Settings.

  1. Allow users to Change Password

  2. Password Complexity

  3. Account Lockout

  4. Maximum Passwords Changes Per Day

  5. Customer Departmentalization

  6. Idle User (Minutes)

  7. Auto Disable Users (Days)

KB Approval Process Settings

These settings need to be configured only if you are using Knowledge Promotion and have configured the Knowledge Approval Process to send suggestions from the production system to the remote authoring system. These settings are configured on the production system.

Before you begin, you need to get the Remote authoring server user ID, Remote authoring server exception folder ID, Remote authoring server department ID from the authoring system. For details about doing this task, see the Knowledge Console Help.

Send Suggestions to Remote Authoring Server

Enable this setting if you are enabling the Knowledge Approval Process across the production and remote authoring systems.

  • Access level: Partition settings 

  • Default value: Disabled

  • Value options: Enabled, Disabled

 Remote Authoring Server User ID

Provide the ID of the user on the authoring system. All articles suggested from Production Installations will use this user as the suggester of the article.

  • Access level: Partition settings 

  • Default value: —

  • Minimum value: —

  • Maximum value: —

 Remote Authoring Server Exception Folder ID

Provide the ID of a Knowledge Folder on the authoring system. If users on Production Installations attempt to create a suggestion in a folder that is not promoted, or is not present in the Development Installation, suggestions will be created in this folder instead.

  • Access level: Partition settings 

  • Default value: —

  • Minimum value: —

  • Maximum value: —

 Remote Authoring Server Department ID

Provide the ID of the department to which the exception Knowledge folder belongs.

  • Access level: Partition settings 

  • Default value: —

  • Minimum value: —

  • Maximum value: —

Default SMTP Server Settings

For various objects in the system, you can configure notifications to be sent to administrators. Some of the objects for which you can configure notifications are, Monitors, Reports, Alarm workflows (in the Administration Console), and Abandoned chats (in the Administration Console). The address to which these notifications are sent is specified in the properties of the object and the "from" email address is specified in the From: address for notifications from services setting.

Configure the settings described in this section for the server to send notifications to administrators.

SMTP Server type

In this setting, select the protocol (SMTP or ESMTP) to be used for the server.

  • Access level: Partition settings 

  • Default value: SMTP

  • Value options: SMTP, ESMTP

Use SMTP

If the SMTP Server type setting is set to ESMTP, then this is to be used for the server.

  • Access level: Partition settings 

  • Default value: Never

  • Value options: Never, If authorization fails

Authentication Type

In this setting, you can select which kind of authentication to use to connect to the servers.

  • Access level: Partition settings 

  • Default value: oAuth 2.0

  • Value options: oAuth 2.0, Basic Authentication

Server name

If the Authentication Type is set as Basic Authentication, provide the server name.

  • Access level: Partition settings 

  • Default value: —

  • Minimum value: 0

  • Maximum value: 256

User name (ESMTP)

If the Server type setting is set as ESMTP and the Authentication Type setting is set as Basic Authentication, provide the user name to be used to connect to the mail server.

  • Access level: Partition settings 

  • Default value: —

  • Minimum value: 0

  • Maximum value: 255

Password

If the Server type setting is set to ESMTP and the Authentication Type setting is set as Basic Authentication, provide the password to be used to connect to the mail server. 

  • Access level: Partition settings 

  • Default value: —

  • Minimum value: 0

  • Maximum value: 255

Verify Password

Verify the password you provided in the Password field. 

  • Access level: Partition settings 

  • Default value: —

  • Minimum value: 0

  • Maximum value: 255

Connection type

If the Authentication Type is set as Basic Authentication, select the authentication connection type for the server to use.

  • Access level: Partition settings 

  • Default value: Plain text

  • Value options: Plain text, SSL, TLS

Server Port

If the Authentication Type is set as Basic Authentication, provide the default port of the SMTP server. The value of the setting cannot be changed from the UI. Note: The port value changes based on the connection type.

  • Access level: Partition settings 

  • Default value: 25

  • Value options: —

Email Address

If the Authentication Type is set as oAuth 2.0, provide the email address.

  • Access level: Partition settings 

  • Default value: —

Provider Name

If the Authentication Type is set as oAuth 2.0, select the provider.

  • Access level: Partition settings 

  • Default value: Microsoft Office 365

  • Value options: Microsoft Office 365 or GMail

Endpoint

If the Authentication Type is set as oAuth 2.0, select the provider.

  • Access level: Partition settings 

  • Default value: Worldwide or Global

Server Type

Select the server type you want to use. 

  • Access level: Partition settings 

  • Default value: 25

  • Value options: Graph API or SMTP

Address

This field is populated when the provider is selected as Microsoft Office 365.

  • Access level: Partition settings 

  • Default value: graph.microsoft.com

Shared Mailbox

  • Access level: Partition settings

  • Default value: Yes

  • Value options: Yes, No

Authorization Code

You can click the Regenerate button to regenerate your code if it has expired after some time.

My Analytics Settings

Use this setting to configure the small company image that appears on the user landing page and to assign the URL to eGain Analytics.

Analytics URL

In this field, provide the URL to the Analytics login page. When a user clicks the Analytics button on the landing page, they are redirected to the URL provided here.

  • Access level: Partition settings 

  • Default value: —

Tenant ID Configuration

Provide the Tenant ID. You should get this information from your eGain account manager. To set the value, click the New New button button in the value field. In the Create Tenant Manager Data window, provide the account ID and click the Toggle button to mark it as the default tenant. If needed, add details for more accounts. 

  1. Access level: Partition settings 

  2. Default value: —

General Department Settings

The following settings can be configured at the department level. For more information about each setting, see General Department Settings.

  1. Allow Agents to Associate a New Outbound Activity With a Queue

  2. Enable Conversation Stream

  3. Number of Activities Per Page

  4. Max Load for All Other Activities

  5. Allow Profile Photo for Agents

  6. Always Show Prompt Window for My Searches

  7. Date and Time Format

  8. Date Format

  9. Enable Internal Chat

  10. Enable Scratchpad

  11. Business Calendar Timezone

  12. Agent Inbox Preference

  13. Refresh Interval (Seconds)

  14. Number of Activities to be Monitored for Service Level

  15. Login Name Minimum Length

  16. Service Email, Social and Phone Activities at the Same Time

  17. Service Chat and Phone Activities at the Same Time

  18. Agent Guidance Notifications

Click to Call Settings

Click to Call settings can be configured at the department level as well. For more information, see Click to Call Settings.