02-03-2017 02:37 AM
I am working with Cisco Finesse 11.5 and I would like to pass an extra string from the customer (pre chat window) to the agent.
I have configured the pre chat template to accept this string (as per the Enterprise Chat and Email Administrator’s Guide to Chat and Collaboration 11.5 ) in that I have updated both eGainLiveConfig.js and chat_Locale.properties files.
I have also followed the Enterprise Chat and Email Administrator’s Guide to Tools Console 11.5 and created a custom attribute with the same attributeName as that which I entered into the eGainLiveConfig.js. I have also configured the view to be enabled.
However when I send in a new chat into the Finesse agent, I am unable to see the new string/custom attribute which I would like displayed to the agent.
Is there something I am missing?
02-07-2017 04:52 PM
Hi Sylvester,
Sorry for the delayed answer. This gadget (eGainLiveConfig.js) was written by eGain, so you would need to reach out to them for assistance. Unfortunately, I am unable to support that gadget as I am not aware of how it works.
Thanx,
Denise
02-08-2017 03:59 AM
Hi Denise,
Thanks for replying.
I was able to script the eGainLiveConfig.js file to accept the pre-chat custom field.
Its just that it does not appear in the agent ECE chat window in finesse and I was wondering is the instructions in Document "Enterprise Chat and Email Administrator’s Guide to Tools Console 11.5" Chapter 3 Creating custom attributes - the correct steps to take to have it appear.
Thanks
Sylvester.
02-08-2017 09:59 AM
Hi Sylvester,
Unfortunately, I have not followed the documentation as I haven't an answer for you as I haven't done it myself. I would probably reach out to eGain for assistance.
Thanx,
Denise
09-20-2017 07:42 AM
Sylvester,
Did you ever find a solution to present the custom attribute data to the agent?
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