Thank you Amitava!

Finally had a chance to get back to try this and it's working.

Slight differeence,in my "get_history_since.php" the 2 lines to comment out were 71 & 104 (not 72 & 105).

Terry

Welcome Terry...

After lots of hits & trails , I got this solution....


Amitava...

Hi,

We are running 6.3 SP10 (this is the first version we have downloaded and tried) and we currently still get the undefined message in the history box, then a popup saying "The agent has left the chat session", then another undefined in the history window.

At this stage, the Agent is logged in and Ready, but the chat was not initiated in AAAD.

Hi,

Your issue actually comprise of 2 issues:

1). Undefined Message in the History Box:--

Solution:--

In the get_history_since.php SOAP Fuction , comment the following code:---

Line No. 71: $response[ReadChatMessageResult][listOfChatMessages][CIChatMessageReadType][chatMessage] = str_replace ("<" , "&lt;", $response[ReadChatMessageResult][listOfChatMessages][CIChatMessageReadType][chatMessage], &$count);

Line No. : 104 $value[chatMessage] = str_replace ("<" , "&lt;", $value[chatMessage], &$count);

Comment the above two lines and You will able to see the Chat Conversation in Chat Text Area in the customer end.

2) popup saying "The agent has left the chat session", then another undefined in the history window.

Solution: In the config.php file set the Poll_Interval parameter

$POLL_INTERVAL = 5000;


The above solution will resolve your issue:


Thanks & Regards,

Amitava Rudra

Hi Amitava,

I implemented 1) and that fixed the undefined and the agent message has disappered. 2) was already set to 5000.

From there it doesn't do anything. We have turned on the logging in the config.php and we are seeing the following message:
<?xml version="1.0" encoding="utf-8"?><soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"><soap:Body><soap:Fault><faultcode>soap:Server</faultcode><faultstring>Contact ID not recognised: possibly waiting on an agent to accept contact (errorcode: 2831; Cache: 8756).</faultstring><faultactor>http://ourccmmserver/ccmmwebservices/CIWebCommsWs.asmx</faultactor><detail><Error xmlns="http://webservices.ci.ccmm.applications.nortel.com"><ErrorNumber>2831</ErrorNumber><ErrorMessage>Contact ID not recognised: possibly waiting on an agent to accept contact (errorcode: 2831; Cache: 8756).</ErrorMessage><ErrorSource>ReadChatMessage</ErrorSource></Error></detail></soap:Fault></soap:Body></soap:Envelope>

This is the SOAP request:
<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
   <soap:Body>
      <ReadChatMessage xmlns="http://webservices.ci.ccmm.applications.nortel.com">
         <contactID>20</contactID>
         <lastReadTime>
            <milliseconds xmlns="http://datatypes.ci.ccmm.applications.nortel.com">0</milliseconds>
         </lastReadTime>
         <isWriting>false</isWriting>
         <sessionKey>3di9dR7f00</sessionKey>
      </ReadChatMessage>
   </soap:Body>
</soap:Envelope>

Hi,

Increase the Poll Interval and configure Web on hold messages in CCMM and all add the web communication server address in ccmm..

Thanks & Regards,

Amitava Rudra

The request/response sequence is normal and non-fatal. The sample client will simply display, "Awaiting agent to join" (or something like that). You may find other, more fatal, messages further down?

Increasing the POLL_INTERVAL shouldn't generally be required and will only effect this if the agent answers before the POLL_INTERVAL is reached.

The commented lines from 'get_history_since.php' are correct and simply out of date. You should *not* remove them. If you wish to correct them for you version of PHP then you should check

http://www.php.net/manual/en/language.references.pass.php

and adjust as appropriate (the 'count' is actually redundant so you could simply call it without that variable too).

Hi,

I have set $POLL_INTERVAL = 12000; and its is working fine.


Thanks & Regards

Amitava Rudra

I have looked at all the subsequent error messages and they all say the same: "Contact ID not recognised: possibly waiting on an agent to accept contact (errorcode: 2831; Cache: 8756)"
Is there something that could me not configured correctly within CCMM?

Regards

Chris

Yeah, I'd guess that your subsequent 'contactID's appear in your logs as 'undefined'. I think there's a couple of issues that need resolved -- the sample client is only illustrative, and only designed to work with the specific version of XAMPP and so when I deployed my linux box it went a little wonky. I need to review my changes and post them but I'm swamped with tickets right now -- if you raise a support ticket then it'll go into my work queue (but that's paid support). Alternatively if you can wait I'll post back as soon as I get space.

We fixed the problem. The skillset wasn't setup properly in CCMM Admin.
We had to change the routepoint to openroutepoint and assigned the comfort message and on hold message.