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  • Scott Heidenreich
    See individual emails4
    Topic posted November 15, 2019 by Scott HeidenreichBronze Trophy: 5,000+ Points, tagged Email 
    Title:
    See individual emails
    Summary:
    How do I see individual emails that have bounced back to OSvC
    Content:

    Hello,

    How do I find emails that have bounced back to OSvC from a mailing?  I can see how many bounced back, but I don't see how to actually see which emails bounced back or which email addresses bounced back.

    I've searched on bounce, email, etc in the reports explorer to no avail.

    Thanks,

    Scott

    Version:
    19B
  • Owen Stone
    Inline image security with forwarded emails1
    Topic posted November 7, 2019 by Owen StoneRed Ribbon: 250+ Points, tagged Email 
    Title:
    Inline image security with forwarded emails
    Summary:
    How to secure inline images
    Content:

    We've had this come up as a potential issue with one of our customers. They're often sent sensitive data as inline images in an email, which service cloud makes accessible via the *site*/ci/inlineImage/get url when it's forwarded out via a rule. Their issue is that this folder is entirely unsecured, if you know (or can work out) the URL, you can access these images without the need for any kind of authorisation, and as far as we an tell, nothing is ever cleared from it and the address is static.

    We could switch the visual email functionality off so these are just stored as attachments and can only be accessed by logging in, but that obviously isn't great for usability. Does anyone have any ideas on how to either make this more secure, or a way to clear out these inline images on a regular basis?

     

     

    Version:
    19B
  • Hanna Page
    Cobrowse and multiple screens1
    Topic posted November 5, 2019 by Hanna PageBronze Medal: 1,250+ Points, tagged Chat, Co-browse 
    Title:
    Cobrowse and multiple screens
    Content:

    Hi -

    We are implementing Cobrowse with our live chat team and would like to be able to switch between the customers screens/monitors in advanced mode - instead of having the customer move the program over to the window that is displaying cobrowse.  Is this a feature or an option?

  • whitney w.
    Chat- Holiday Message5
    Topic posted November 5, 2019 by whitney w.Green Ribbon: 100+ Points, tagged Chat, Messaging 
    Title:
    Chat- Holiday Message
    Summary:
    how to use CHAT_IS_CURRENTLY_CLOSED_HOLIDAY_MSG msg base
    Content:

    We're using the chat conditional link widget on our customer portal pages. I've tested it for holidays and the message, "Chat Support is currently not available" which is the SUPPORT_CURRENTLY_TRY_AGAIN_LATER_MSG is being shown. 

     

    I was expecting the CHAT_IS_CURRENTLY_CLOSED_HOLIDAY_MSG  message base that says, "Chat is currently closed for the holiday."

    Is that message base just for the Chat inlay? Do I have to create my own customer conditional to use this message base automatically on all holidays?

    Thanks!

     

     

     

    Version:
    19B
  • 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 BansalRed Ribbon: 250+ 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

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