Chat - play a sound

Feb 27, 2014 05:07 PM PST
Calvin Strohl
Benco Dental Company
We are using the Chat feature in Shoretel ECC. Wondering if anyone found a way to have an incoming chat play a sound through the phone/headsets. We currently setup the option in Communicator to play a sound, but this goes through the computer and requires agents to have speakers.
With all the noise in the call center it's easy to miss the sound.
Thank You in advance.
Mar 02, 2014 08:37 PM PST
Calvin Strohl
Benco Dental Company
Sorry forgot to mention we are currently running on Shoretel 12.3 and ECC 7.
Apr 02, 2014 10:59 PM PDT
Damian Galindo
Global CTI Group
There is a post with almost the same question and answer. http://forums.shoretel.com/forum/viewthread.do?postId=Post-30854028

I don't believe there is a way to initiate a phone based alert for Chat or Email without using a 3rd party application.
Jun 26, 2014 07:54 AM PDT
Ben Hodges
Storage Express LLC
Interesting - We have USB headsets and use softphones only so we have no trouble with setting a sound, but for us the sound will reset back to not having one every reboot/exit of communicator. Every agent has to set the sound up again every day when they log in. That is annoying to say the least, but at least they have a sound now. Hoping this gets resolved in a future update.
Jan 22, 2015 11:29 AM PST
Jon Shier
Matrix Networks aka Matrix Communications Corporation
FYI, to make the sound settings "stick" you have to update the ETAS.ini on the server side. Something like, [SOUND] SoundUpgraded=YES EnableChatRing=YES chat_path=C:\Windows\Media\210862__digisample__plucky.wav EnableEmailRing=YES email_path=C:\Windows\Media\210862__digisample__plucky.wav EmailRingAlert=ONCE ChatRingAlert=ONCE

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