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  • Danette Beal
    RESCHEDULED: CX – Visual Engagement with Oracle Service C...
    Topic posted May 30, 2019 by Danette BealBlack Diamond: 60,000+ Points, tagged Chat, Co-browse, Email, Messaging, Video Chat, Virtual Assistant 
    Title:
    RESCHEDULED: CX – Visual Engagement with Oracle Service Cloud: Refresher Webinar
    Content:

    Due to unforeseen issues, this topic has been rescheduled to 10 July 2019 @ 8am PT. Apologies for the inconvenience.

  • Kim Dante
    different chat hours for different productsAnswered3
    Topic posted May 17, 2019 by Kim DanteGold Medal: 3,500+ Points, tagged Chat 
    Title:
    different chat hours for different products
    Content:

    Our subject matter experts for different products work different shifts.  Currently, if we get a chat for a product that is supported by a team that is not online at that time, we create a chat incident and assign it to the other team.  They respond the next day.

    Instead, we'd like to have the customer choose his product before requesting the chat.  If the product is = xyz and it's between 12:00AM and 8:00AM we'd like to not have chat available and direct them to submit a question or send an email instead.  This will save our chat agents time to service relevant products.

    Is this doable with Engagement Engine?  We just enabled it and I have begun reading the documentation. 

  • David Callaghan
    Trigger Chat "Position in Queue" messageAnswered3
    Topic posted May 9, 2019 by David CallaghanBlue Ribbon: 750+ Points, tagged Chat 
    Title:
    Trigger Chat "Position in Queue" message
    Summary:
    Trigger Chat "Position in Queue" message
    Content:

    Hello,

    I'm in the process of changing the wording of the Chat Position in Queue Message e.g. "You are position X in the queue, your wait time is: Y"

    The problem I have is testing the change, I can't get the Service Cloud to output the message.

    On our test environment i have one agent (me) and I queue up 10 chats, however the message never displays. 

    Is there a way to trigger this message to be output?

     

    Regards,

    David

    Version:
    Oracle Service Cloud 18B (Build 274 SP 5, CP 285)
  • Danette Beal
    CX – Visual Engagement with Oracle Service Cloud, 13 March 2...
    Topic posted March 5, 2019 by Danette BealBlack Diamond: 60,000+ Points, tagged Chat, Co-browse 
    Title:
    CX – Visual Engagement with Oracle Service Cloud, 13 March 2019, 8 a.m PT - Submit Questions
    Content:

    Submit your questions for the CX – Visual Engagement with Oracle Service Cloud session to have them answered during the live event. Post your questions by posting a new comment to this topic.

    Please submit your questions by Tuesday, 12 March 2019.

  • SJ
    Error while trying to access the Chat REST APIAnswered45.0
    Topic posted February 13, 2019 by SJ Bronze Medal: 1,250+ Points, tagged Chat 
    Title:
    Error while trying to access the Chat REST API
    Summary:
    OSC-CREST-00006 while trying to access establishSessions
    Content:

    Hello,

    I am trying to create a Chat REST Client based on the documentation .However, I am getting a 400 Bad Request Error.

    Here is my request {slightly modified from the example}

    POST /services/rest/crossChannelServices/latest/establishSessions HTTP/1.1

    {
     "sessionInformation": {
     "emailAddress" : "john.smith@vision.com",
     "firstName": "John",
     "lastName": "Smith",
     "question": "Blah",
     "auxiliaryData": { "BROWSER" : "Firefox" }
     }
    }

    Here is the response :-

    {
        "type": "https://<sitename>.custhelp.com/services/rest/crossChannelServices/exceptions/OSC-CREST-00006",
        "title": "An attempt to write a resource failed",
        "status": 400,
        "detail": "A problem setting a property was encountered: not an object; EstablishSession.SessionInformation",
        "instance": "https://<sitename>.custhelp.com/services/rest/crossChannelServices/latest/establishSessions",
        "o:errorCode": "OSC-CREST-00006"
    }

    I have tried this across multiple 18D sites. 

    Do I need to enable any specific (or hidden) configuration settings to access Chat REST API? 

    Thanks,

    Version:
    18D
  • Joel Gomez
    Meaning of Chat StatesAnswered1
    Topic posted February 5, 2019 by Joel GomezRed Ribbon: 250+ Points, tagged Chat 
    Title:
    Meaning of Chat States
    Summary:
    Does any one knows the meaning of each of the existing chat states?
    Content:

    Hi, Does any one knows the meaning of each of the existing chat states?

    Someone could help me, i'm trying to find in the product documentation information about chat states.

    1 - En cola - Queued
    2 - Asignando - Assigned
    3 - Evaluando - Evaluating
    4 - Caducado - Expired
    5 - Activa - Active
    6 - Reasignación - Re Assign
    7 - Colocado de nuevo en cola - Re Queued
    8 - Concluido -
    9 - Finalizada - Finished

    Regards

    Version:
    18D
  • Lakshay Bhalla
    create custom chat using rest api on external pageAnswered2
    Topic posted February 4, 2019 by Lakshay BhallaGold Trophy: 10,000+ Points, tagged Chat 
    Title:
    create custom chat using rest api on external page
    Summary:
    create custom Chat functionality on external page
    Content:

    Hi everyone,

    I want to create custom chat interface on external page and it shoud serve the same fucntionality as the Customer portal Chat widget does.

    I tried using syndicated widgets but I am not supposed to use syndicated widget.

    A little help would be appreciated.

    Thanks in advance!!

    Version:
    Oracle service cloud version 18C and customer portal framework v3.7
  • Saurabh Sharma
    ChatBot integration9
    Topic posted January 30, 2019 by Saurabh SharmaBlue Ribbon: 750+ Points, tagged Chat, Co-browse, Email, Messaging, Video Chat, Virtual Assistant 
    Title:
    ChatBot integration
    Summary:
    ChatBot integration with ORN
    Content:

    Hello Team,

    I would like to understand that how we can integrate the Chatbots with service cloud, is it possible?

    Does anybody know if this is possible? Are there available APIs for this, and if so are there readily available connectors? Or is custom development necessary? Thank you in advance!

    Please advice we have to update the same information in the SOW for our potential customer.

    Regards,

    Saurabh Sharma

    Version:
    18D
  • Janusz Jasinski
    How to use chat icons instead of ProductCategoryInputAnswered15.0
    Topic posted January 25, 2019 by Janusz JasinskiSilver Crown: 22,500+ Points, tagged Chat 
    Title:
    How to use chat icons instead of ProductCategoryInput
    Content:

    Hi,

    Currently we are using the ProductCategoryInput widget to initiate a chat. However we have a lot of categories in this list which has meant it has become unusable.

    My question is whether it is possible to build a page with let's say a dozen icons, each icon being an umbrella for a category (payroll, leave, human resources etc) and upon clicking the icon, the chat is initiated with a predetermined category and product?

  • Janusz Jasinski
    Upgrade site - chats going to wrong interfaceAnswered15.0
    Topic posted January 23, 2019 by Janusz JasinskiSilver Crown: 22,500+ Points, tagged Chat 
    Title:
    Upgrade site - chats going to wrong interface
    Content:

    Hi,

    We are on 18B and upgrading to 18D. We have two interfaces.

    In production, at the moment, all chats on Interface A go to console A with Agent A. Likewise, all chats on Interface B go to console B with Agent B

    However on the upgrade sites, all chats go to console A, Agent A no matter what interface the customer is using. The rules are very clear and explicit and as I said, it all works fine in production.

    Has anyone ideas short of raising a SR?

    Thanks,

    JJ

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