Configuring the 5G Message Channel

Prerequisites

You have obtained the authentication certificate provided by the 5G service and uploaded it in Managing a Certificate.
After you enter information on the chatbot service platform (CSP) portal or provide enterprise information offline for chatbot registration, the CSP submits an application to China Mobile. After the application is approved, the CSP allocates the chatbot address, app ID, and app secret for enterprise access.

Context

If the chatbot address, app ID, and app secret provided by the 5G service are changed, you need to modify the involved 5G channel as follows: Sign in as a tenant administrator, choose Configuration Center > Access Configuration > Channel Configuration, click Modify in the Operation column corresponding to the involved channel, and update the values of Chatbot Address, App Id, and App Secret.

Procedure

Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Channel Configuration.
Click New. The Social Media Enabling Configuration page is displayed.

Set Channel Access Code, select 5G, and click Next.

The channel access code must be unique. The code can contain a maximum of 64 characters, including only letters, digits, and underscores (_), and can start only with a letter or an underscore (_).

On the Choose configuration method page, set 5G message channel parameters.

**Table 1** 5G message channel parameters
Parameter	Description
Personalized Configuration
Chatbot Address	Unified service address of industry messages. The client can display all notifications based on this address.
App Id	App ID allocated by the developer market.
App Secret	Password allocated by the developer market to the app access key.
Common Configuration
Channel access code	The channel access code set in 2 is displayed and can be modified.
OU Configuration	Select an OU created in Configuring an OU to assign it to channel resources.
Info Configuration	Set the following parameters: Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required. Keyword for Transfer to Agent: Keywords for switching from chatbot service to manual service. After a customer enters any of the keywords on the client, chatbot service is switched to manual service. NOTE: If the intelligent chatbot is disabled, you do not need to set this parameter.
Dialog End Method	Customized timeout period for no customer reply and session end message. This function is disabled by default. If it is disabled, the default timeout period is 20 minutes. If it is enabled, you need to configure the following: Prompt Interval for No Reply (min): If a customer does not reply on the client within this period, the session is disconnected. The default value is 20. Conclusion: The system sends this end reminder after the session is disconnected.
Agent Work Time	Workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment. Non-workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment. Non-Working Time Notification: Notification displayed when a customer calls in non-working time.
Chatbot Configuration	This function is disabled by default, indicating that sessions are directly connected to agents. If it is enabled, you need to configure chatbot information as required. Set the following parameters: Change Avatar: Chatbot avatar. Name: Chatbot name. Gender: Chatbot gender. Chatbot Access Code: Chatbot access code configured in the intelligent IVR. Default reply: Customized reply displayed when the chatbot cannot recognize the intent of a customer. Timeout reply: Customized reply displayed when the session with a customer times out. Prompt for transfer to agent: Customized prompt message indicating that chatbot service is switched to manual service. Silent Agent Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required.
Robot Assistant Configuration	This function is disabled by default. If it is enabled, the chatbot assistant is enabled on the agent side. Assistant Access Code: Chatbot assistant access code configured in the intelligent IVR.