UEIM Chat Smileys

[learnsec]

Whatever a chat session is established, if we used the defined smileys icon, the selected smiley appear on the agent screen only if the agent sent the smiley, the customer see a red cross erro, like  indicating that something is here but not able to show and same issue vice versa when the customer sends the smiley to agent. the customer can see the smiley icon while the agent see the red cross error.

Any idea how to solve this issue?

an additional question, can agent attach a document and send it to customer? or agent have to copy paste the document on the chat screen in order to send it to customer? what if a picture is the case and not a text?

regards,

[egain_karthik]

The emoticon could be an issue that needs to be looked into, there is a defect which describes a similar problem CSCtn02717, you may want to open a TAC case.

Agent cannot attach doc in chat, can send a link to a doc that is published, doc was decided against due to security implications and it was decided that admin would control doc's being sent hence it would be published and a link sent by agents rather than each agent sending doc's.

Chat is for real time quick messages, copying large documents make it unreadable and scrolling impairs chat hence these were consciously not allowed. You also have a limit on text that can be sent, hope this helps.

[learnsec]

you are right,

do you have any document explaining more about "sending a link to a doc"?

the documents will be created first on the knowledge base? they will be shared to the chat group? those documents created in the knowledge base will have link to each document of them? and those links will be accessed from outside?

[egain_karthik]

since self service is not part of the base product in the current release, you can have an externally available faq page with documents and these links can be created for agent as quick links and used in chat.

[learnsec]

but we are using the latest release 4.3.2!!!

what do you mean by self service?

can you explain more how can we benefit from knowledge base to use predefined documents on chat sessions?

[egain_karthik]

refer to page 106 of http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/user/guide/cisco_im431_cce_userguide_agent.pdf

[learnsec]

Do you think there is a way to disable and hide the emoticons icon on the chat session and from both sides client/agent?

[egain_karthik · Accepted solution]

This requires changes to some editor related files in the templates used for chat, you can work with AS to get this.