Can we expect to see an updated WebComms JS SDK issues for AACC/ACCS release 7.1?
Any idea when that will be released?
Can you let me know if the SDK will have an updated jQuery Library? I have a customer who needs to upgrade their jQuery Library to 3.1 for compliance purposes, but it breaks other aspects of the reference site.

You can find instructions on how to display the agent name in the CSPortal Web API Developer Guide on page 55. The procedure described there is necessary, but you also need to implement the attached fix for it to work.

I have an EMC 6.5 using CSPortal for chat. I want to pass an account number along with the chat, then use the Call Routing Server to perform an SQL lookup with the account number, then route the call to different VDNs based on a value returned from that SQL lookup.

I am able to add the additional field to collect the account number and make that visible to the agent. But, how can I make it available to the Call Routing Server? The parameters available to the Call Routing Server on a route request are:

Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] RouteRequest event is sent to extensions with paramters:
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'VDN'='1357'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'CallID'='396'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'RouteRegisterReqID'='1'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'RoutingCrossRefID'='268241'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'CallingDevice'='2104'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'CurrentRoute'='1357'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'TrunkGroup'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'TrunkGroupMember'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'UserEnteredCode'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'UUI'='PHANTOM_CALL'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'UCID'='00001003961532553006'
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAIType'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAIPriority'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAIHours'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAIMinutes'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAISeconds'=''
Jul 25 12:37:33 EMC-63 ActiveCallRoutingServer[5684]: -08:00 2018 357 1 .cce | 0 Info [7220] 'LAISourceVDN'=''

Does anyone have any advice on how I can make my custom field "acctnum" available as a parameter for the Call Routing Server to consider? I even tried changing my field name to UserEnteredCode to see if it would pick it up, but no luck. Any help would be greatly appreciated!

Thanks,
Melissa

Can one modify the verbiage that is being displayed within the CSPortal chat window? We can modify certain items in Canned Messages, but there are a number of other messages displayed to the customer that are not represented in Canned Messages. For example:

"The conversation session has been closed. Thank you."
"Chat Disconnected".

Can these phrases be modified in the CSPortal code and can anyone advise where that is done?

Thanks!
Melissa

Hi Tim, you can find this setting in CCMA under Configuration, then under Multiplicity Presentation Classes. Create a new class, then go to your agent's profile in Contact Center Management and assign the new multiplicity class to your agent.

I have the SDK installed, so I am able to look at all of the webapps files. The tutorial for PHP says you only need to modify the webchat_pop_over.php file, which doesn't exist with the JSP SDK. I think the equivalent file is chatdisplay64.jsp, but that file doesn't contain the QuickRefresh function. I've looked at all of the jsp files located in the WebComms folder and none of them contain a QuickRefresh function. It's really frustrating trying to guess what you guys re-named these files. You really need to produce documentation equivalent to what is available for the PHP SDK. For the time being, can you please just tell me how to configure this?

There is a tutorial document that contains instructions on how to configure URLs to appear as hyperlinks to the customer in a web chat session. The tutorial references PHP files and code. Is there an equivalent for the JSP version of the SDK?

The web comms tutorial contains instructions for adding a post-chat survey option, but it references only the PHP files to modify. We are using the JSP SDK and need to know how to add a post-chat survey option. Please advise.

Thanks!
Melissa Vestal
940-365-3186

Hi there!

I've installed the JSP version of the AACC WebComms Reference Implementation and I can't see where I can add additional skillsets. I want to have more choices when initiating a chat than just the WC_Default_Skillset. I was able to do this quite easily using the PHP version. Can you tell me how to add additional skillsets in this JSP version?

Thanks!
Melissa Vestal

When an agent or a customer types a plus sign (+) in an AACC chat session, the plus sign does not display. It's just blank where there should be a plus sign. Is this working per design or do we have an issue?

Where can one find instructions on configuring the e-mail option on the reference webcomms SDK page? This is the button that appears when no chat agents are logged in. From reading the SDK guide, it sounds like this uses Mercury Mail, built into xampp. Is that right? How does one configure the e-mail host address and port number?

I have a customer who is using AACC 6.3 SP10 and they want to upgrade to 6.4 SP12. They have developed their chat interface against web chat SDK 6.2 SP4. Will their chat implementation continue to work once we upgrade them to SP12?

To put it more generally, what must a customer do if they developed their chat interface using an older webcomms SDK and they are upgrading to SP12?

Does it vary based on what SDK was used? The older webcomms SDKs I'm thinking of are:
- 6.0 SP1
- 6.2 SP4
- 6.3 SP10
- 6.3 SP11

Thanks!
Melissa

Thank you, Fergus. I'll share this with the web developer. I appreciate the guidance!

I think it's really great how we can now change the text strings that appear when certain actions are performed such as when a customer asks to be called, when an agent is typing, etc.

These strings can be modified in the language_en.php file. But, I can't find where I can change the text string for when an agent has pushed a URL. I have a customer who wants to change the word "pushed" to "sent" since they have turned off page-push.

Am I missing it somewhere? Could I add it myself somehow?

Thanks, John! I would love to know the patch ID once it's ready!