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  • Matias Buonavolonta
    Open Contact when incoming Chat3
    Topic posted September 23, 2019 by Matias BuonavolontaBronze Medal: 1,250+ Points, tagged Chat 
    Title:
    Open Contact when incoming Chat
    Summary:
    Open contact workspace when incoming Chat
    Content:

    Hi All,

    I am using the Chat channel in BUI of ORN (19B) and i don't find way for open contact workspace where i accept a new chat.

    Thanks in advance!

    Regards.

    Version:
    BUI 19D
  • Shivam Bansal
    SMS from Oracle Engagement CloudAnswered2
    Topic posted September 13, 2019 by Shivam BansalGreen Ribbon: 100+ Points, tagged Messaging 
    Title:
    SMS from Oracle Engagement Cloud
    Summary:
    How to send text messages to Service Request's Contacts
    Content:

    Has anyone implemented a solution to send SMS via OEC? How was it done? Do we need an external vendor for this?

    Version:
    19C
  • kerry walker
    Co-Browse Stealth Mode on Mobile Devices
    Topic posted August 5, 2019 by kerry walkerBronze Trophy: 5,000+ Points, tagged Co-browse 
    Title:
    Co-Browse Stealth Mode on Mobile Devices
    Summary:
    Co-Browse Stealth Mode on Mobile Devices
    Content:

    Good day!

    I have been researching but was not able to find out how to use Stealth Mode on a mobile device.  I know that on a desktop, it is activated by hitting control+enter.  How would it be activated on a mobile device?  Thanks!!  laugh

    -Kerry

     

    Version:
    19A
  • Vivian Tedford
    Gmail Question Mark icon for email address forwarded to...
    Topic posted August 2, 2019 by Vivian TedfordRed Ribbon: 250+ Points, tagged Email 
    Title:
    Gmail Question Mark icon for email address forwarded to default Oracle address
    Summary:
    can I make the question mark not show up in gmail when the email address we are using forwards to Oracle
    Content:

    I have set up an outlook mailbox that forwards over to oracle to our default @mailpc.custhelp.com mailbox for an interface.  It is used for outgoing messages only as far as Oracle is concerned.  But when we send from that mailbox, in gmail the icon that shows up next to the message is a question mark rather than an initial in a colored circle.  This is apparently something gmail implemented a while back but has anyone ever found a way around it?  It just makes our emails look suspicious when they are legit.

  • Andrei Loghin
    Custom Chat Availability status?Answered15.0
    Topic posted July 18, 2019 by Andrei LoghinGreen Ribbon: 100+ Points, tagged Chat 
    Title:
    Custom Chat Availability status?
    Summary:
    Is there a way to custom create a third chat status, aside from Available and Unavailable?
    Content:

    Is there a way to custom create a third chat status, aside from Available and Unavailable?

    My client would like to have a status "On Break" for agents who are on a break, so it doesn't show up in reports as if there are no available agents at any given time. They do understand that this would imply chats not coming in for that particular agent during their break, but they are interested in the reporting aspect here.

    Thanks in advance,

    Andrei

     

    Version:
    18D
  • kerry walker
    Making standard text read-onlyAnswered9
    Topic posted July 11, 2019 by kerry walkerBronze Trophy: 5,000+ Points, tagged Email, Messaging 
    Title:
    Making standard text read-only
    Summary:
    Making standard text read-only
    Content:

    Hello, 

    We've been asked by some of our customers if its possible for an agent using OSvC to add standard text to an incident, but render that standard text read-only once its added to the incident.  I haven't been able to find a way so far.  I thought a rule might work, but fields I would need to select are grayed-out.  I'm wondering if anyone has done this, or knows how to do this.  Thanks!

    -Kerry

    Version:
    19A
  • Jeanmarie Vargas
    Collecting client info from each co-browse session1
    Topic posted July 11, 2019 by Jeanmarie Vargas, tagged Co-browse 
    Title:
    Collecting client info from each co-browse session
    Summary:
    How to collect and report on the client info from each co-browse session
    Content:

    I know that it's possible to view the Operating System and Browser of  Customer Portal or Co-browse users (in the Client Info), but they don't seem to be linked to individual co-browse sessions. Is there a way I can associate these two fields with either an incident or even the Session # of a co-browse session? Ultimately, we want to be able to report on the type of OS and browser associated with each CoBrowse session

    Thanks!

    Version:
    19A
  • kerry walker
    Livelook certificate not acceptedAnswered35.0
    Topic posted July 9, 2019 by kerry walkerBronze Trophy: 5,000+ Points, tagged Co-browse 
    Title:
    Livelook certificate not accepted
    Summary:
    Livelook certificate not accepted
    Content:

    Good morning, 

    I ran the OSvC report that shows co-browse activity, and I have a question about the column called "Termination Code."  There is one value in the report that says "Livelook certificate not accepted."  I'm trying to find out what this means.  Does anyone know, or can someone point me to some documentation that will help?   Thank you so much!  =]

    -Kerry

    Version:
    19A
    Image:
  • kerry walker
    Co-Browse - Deleting bulk add user requests in LivelookAnswered2
    Topic posted July 5, 2019 by kerry walkerBronze Trophy: 5,000+ Points, tagged Co-browse 
    Title:
    Co-Browse - Deleting bulk add user requests in Livelook
    Summary:
    Co-Browse - Deleting bulk add user requests in Livelook
    Content:

    Good morning, 

    How can we delete past requests to add bulk users in Livelook?  See attachments.  Thanks!

    -Kerry

    Version:
    19A
    Image:
  • kerry walker
    Co-Browse Remove Advanced ModeAnswered4
    Topic posted July 2, 2019 by kerry walkerBronze Trophy: 5,000+ Points, tagged Co-browse 
    Title:
    Co-Browse Remove Advanced Mode
    Summary:
    Co-Browse Remove Advanced Mode
    Content:

    Hello, 

    Can anyone tell me if its possible to remove or disable the "Advanced Mode" button in the Co-Browse console?  

    -Kerry

    Version:
    19A
    Image:

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