ECE cobrowse and solve buttons

[chad_meyer]

Hey everyone,

This seems like a simple one but can't seem to find a straight answer.  We are running ECE 11.6 and testing chat.  I see there are both Solve and Cobrowse options in chat, however are greyed out.  Per the docs I added the gadgets to my Finesse layout but the buttons are still greyed out. I see defect CSCvj22356 for incorrect documentation including support for cobrowse, however nothing for solve.  Can anyone confirm if these are not supported? Can you also advise if there is a future release that enables them?  If not supported, is there a way to hide these buttons or is it baked into the gadget?

Also, not sure what the Solve button provides in terms of functionality.  Any clarification would be appreciated.

Thanks! 

[bill.king1 · Accepted solution]

This link goes over it somewhat but you're not going to be able to do it without eGain.

https://community.cisco.com/t5/contact-center/eim-wim-to-ece-alias-cutover/td-p/4159638

[chad_meyer]

Thanks for the link.  Very surprising they would hard code those buttons if they were completely dependent on a third party application.  Nevertheless, appreciate the clarification.