Posts

  • Richard Keevil
    Twilio AcceleratorAnswered1
    Topic posted October 22, 2018 by Richard KeevilGold Trophy: 10,000+ Points in B2C Service > Desktop and UI Extensibility public
    Title:
    Twilio Accelerator
    Summary:
    Do I need to enable CTI somewhere?
    Content:

    So I believe I followed the Accelerator guide properly setting it up on TST, however when I startup BUI there is no "media bar".  I just see the default options.

    When I check the browser console I am getting logging from the addin:

    CTILogger >> INFO >> CtiReportingAddin  >> Initializing CTI Reporting Addin.
    CTILogger >> INFO >> CtiReportingAddin  >> CTI Reporting addin initialized..
    CTILogger >> INFO >> CtiTelephonyAddin >> Loading extension..
    CTILogger >> INFO >> TwilioAdapter >> Handler added for event  >> cti.enabled
    CTILogger >> INFO >> CtiTelephonyAddin >> Obtained SDK..
    CTILogger >> INFO >> CtiMessagingAddin >> CTI Messaging addin initialized.
    CTILogger >> INFO >> TwilioCommunicationHandler >> Requesting for CTI Authorization..
    CTILogger >> INFO >> ServerEventHandler >> Dispatching Event  >> cti.disabled with Data >> {}
    CTILogger >> INFO >> TwilioCommunicationHandler >> CTI not available for agent
    

    I have walked through these logs and it appears things start to go wrong when "Requesting for CTI Aucthorization.."

    In the TwilioCommunicationHandler script I think I have traced the problem back to .isCtiEnabled which states:

            /**
             * Check for CTI access for the given agent.

    Have I missed something obvious and not in the guide and have to "enable CTI" somewhere?

    Version:
    17D __TST
  • Richard Keevil
    FontsAnswered3
    Topic posted July 14, 2015 by Richard KeevilGold Trophy: 10,000+ Points in B2C Service > Customer Portal public
    Title:
    Fonts
    Content:

    Is there a list of available fonts?  How do I add fonts that I can use on our support site?

    Version:
    Nov 2014
  • Richard Keevil
    Formatting large numbers in Grid widget output
    Topic posted July 5, 2017 by Richard KeevilGold Trophy: 10,000+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Formatting large numbers in Grid widget output
    Content:

    Hi all. I am using the Grid widget to output some report data, but the numbers being output are not honouring the report column formatting.  How do I format large numbers in the grid output such that 123456789 becomes 123,456,788?

    I prefer to find a solution closest to source such as using report functions, rather than css/jscript

    Thanks

    Version:
    Feb17 FW3.6
  • Richard Keevil
    Starting over with a Reference ImplementationAnswered3
    Topic posted December 7, 2016 by Richard KeevilGold Trophy: 10,000+ Points in B2C Service > General Functional Discussions for Service public
    Title:
    Starting over with a Reference Implementation
    Content:

    After having used RN/OSC for many years and steadily adding layer upon layer of development 'paint', we are just about to start a project to overhaul our entire site.  

    Rather than unravel what we have done so far, I feel that tearing off the plaster, get back to the brick work and go again is the best way forward.  Is there a way to cleanly rebuild one of the TST sites as the reference implementation equivalent of our current live site, or is it a case of manually copying files?

    Version:
    Aug16 SP2 FW3.5
  • Richard Keevil
    Errors when opening reports with slices in Aug16 SP12
    Topic last edited November 9, 2016 by Richard KeevilGold Trophy: 10,000+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Errors when opening reports with slices in Aug16 SP1
    Content:

    We are currently performing our UAT on the upgrade from May16 SP4 to Aug16 SP1.  Several of our key reports are erroring with the below when opening or viewing its definition and the report fails to load.

    Instance validation error: 'OPER_START' is not a valid value for Operator Type.

    If I try to export and import the report definition, I get an error in creation saying:

    The selected Report Definition is not a valid file exported by the Report Designer Export function, or the exported file has been modified.

    I checked i'm not doing anything wrong with the export/import by trying the exact same method with a working report and that's all fine, so its something with the report.

    Interestingly, if I reset the slicer and then perform the import/export the report gets created, I can then reapply the slice and save the report and all seems well.

    Rather than having to perform this on all the broken reports, anyone got any bright ideas?

    Version:
    Aug16 SP1
  • Richard Keevil
    Incident font size after SP 16501sp4r17Answered55.0
    Topic posted October 27, 2016 by Richard KeevilGold Trophy: 10,000+ Points in B2C Service > Agent Desktop public
    Title:
    Incident font size after SP 16501sp4r17
    Content:

    So it appears that something changed last night as all incidents are now opening with enlarged font on the Incident thread, and when responding the text in the response area is teeny weeny.  Our agents are now having to CTRL+mouse wheel or use the zoom buttons on every answer they work on.  

    The only thing we can tell is that we had SP4 for May16 applied overnight. No Windows updates, no policy changes etc. as far as we can determine.

    Had a peruse around here and saw solutions talking about setting Windows icon fonts, but this doesn't work and IE looks fine when using it.

    Anyone else have this following that upgrade?  Is there a config solution?

    Thanks

     

     

    Version:
    May16 SP4
  • Richard Keevil
    Using Grid widget to display discussionsAnswered35.0
    Topic posted July 21, 2016 by Richard KeevilGold Trophy: 10,000+ Points in B2C Service > Customer Portal public
    Title:
    Using Grid widget to display discussions
    Content:

    The Grid/multiline widgets seems to be the way to output the results of a report. 

    I have written a report to display all Discussions and use grid/resultinfo/paginator to allow a means to display it and page through the results.

    176 is the report that's referenced in all widget descriptions but is geared towards handling Answers.  Using this report, I am able to filter the grid based on a 'p' URL parameter and want to emulate this for Discussions.

    I cant see a way to get a discussion based report to act in the same way. I cant see anything obvious in the report settings to define this behaviour, but I have seen that the filters of 176 use things such as answers.search_cpx, search, nl, search, fnl, search_ex etc. I don't seem to be able to use what I see in 176 to duplicate the product URL filtering in my new report.

    Using my same block of code and just changing the reportID with a URL parameter to show a specific product, Answers works ans expected but Discussion just shows everything.

    Is this possible with Discussions, am I just being blind/uneducated?

     

    Version:
    16.2
    Code Snippet:
  • Richard Keevil
    search/KeywordText + Anchor issuesAnswered6
    Topic posted July 20, 2016 by Richard KeevilGold Trophy: 10,000+ Points in B2C Service > Customer Portal public
    Title:
    search/KeywordText + Anchor issues
    Content:

    I noticed that in Chrome (51) and FF (49) external anchors don't work well with answer/detail.

    I stripped out a template to contain the skeleton tags and 2 widget calls (below) when initial_focus is true, anchor navigation fails, when I set it to false, anchors work fine.

    "initial_focus" kinda makes sense, but I don't think it should be hijacking anchoring.  

    Thoughts on workarounds?

    Version:
    16.2
    Code Snippet:
  • Richard Keevil
    RecentlyAskedQuestions widget Pagination1
    Topic posted July 13, 2016 by Richard KeevilGold Trophy: 10,000+ Points in B2C Service > Customer Portal public
    Title:
    RecentlyAskedQuestions widget Pagination
    Content:

    Is it possible to paginate the results of this widget call to 10 pages of 10 results?

    The Paginator widget seems to only refer to report results and DiscussionPagination seems to only allow navigation horizontally between discussions.

    Version:
    16.2
    Code Snippet:
  • Richard Keevil
    Checking for Broken LinksAnswered2
    Topic posted March 31, 2016 by Richard KeevilGold Trophy: 10,000+ Points in B2C Service > Knowledge Management public
    Title:
    Checking for Broken Links
    Content:

    Is there a way to check for broken links across all articles?

    I know you can check per answer (https://cx.rightnow.com/app/answers/detail/a_id/2728) but after an answer has been deleted I want to check everywhere and not have to go through each answer in turn checking for them.

    Version:
    Nov15