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Communication Channels
Discussion List
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Sending an email to an email address from a custom objectContent We have a requirement to send an email to a person that is not in the standard Contact object. Is it possible to leverage Oracle Service Cloud's built-in emailin… -
Chat routing between chat queuesContent I am trying to % split incoming chats between 2 different chat queues (contact centres). Chats are received from the same interface and same product type, so I c… -
Modifying the Appearance of a Private Message in ChatContent Can the appearance of a Private Message in a chat session be modified to make it stand out more so that the Agent does not mistake the private message as a comme…
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Different Language Interface for ChatContent Hi All, I have a requirement to provide different language interface for different user. I have few queries 1) Do I need to install 2 different Oracle Admin Inte…
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Customising Chat Window- Modal window rather then popupContent Hi All, We have a requirement to show chat window as modal rather then a separate pop up. If possible then please suggest me the link of the document/Thread whic…
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Chat transfer causing desktop stallContent We are currently allowing our agents to transfer chat sessions to other agents. But when we transfer the chat the whole desktop work space freezes until the chat…
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Option of Survey after ChatContent Hi All, After giving user an option to use syndicate conditional chat, I want to give an option to provide a survey on the chat with Agent. Can anybody provide m…User_2025-02-03-22-15-14-082 30 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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White-listing of file type in chat attachmentContent Hi All, I want to white-list a specific file type for the chat users in RightNow. Can somebody please provide the link or thread which explains the steps of doin…
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Every Chat toast or pop-up to be offered thrice to each Agent.Content In a scenario when only one Agent is logged-in and available, the chat toast appears only once and if the Agent missed accepting this chat, the toast doesn't pop… -
Chinese And Korean Chat forms - Last name appears before First nameContent We have out Chat implemented on various languages. We have observed that the Chat Launch Form shows the Last name before the First name in Chinese and Korean Lan…
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proactively chatting with a specific customer.Content My customer previously used Live Person for "proactive" chat on their external websites. They miss the ability to see parameters about specific end users visitin…
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Launch chat outside of a pop upContent Hi guys, Pretty sure this is a no, but can't find anything that states - can you amend the chat_launch page so that the chat launches directly in this instead of…User_2025-02-03-17-03-04-780 30 views 3 comments 0 points Most recent by User_2025-02-03-17-03-04-780
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install Oracle Service Cloud only available on IE browserContent Hi, Install Oracle Service Cloud button is available only on IE browser. On FF and Chrome, its greyed out with the below text. Internet Explorer or Microsoft Edg…Vinothini Keerthi Kumar-Oracle 46 views 3 comments 0 points Most recent by Vinothini Keerthi Kumar-Oracle
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Chat workspace does not show the Contact FieldsContent Hi, Issue: Contact fields do not show up for an Ongoing Chat session on Chat Workspace. We have customized the Chat workspace as shown in the image [attached] 1.…
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Adding field to Message BaseContent Hi, Message base - CHAT_GREETING_MSG - We want to edit it and include Custom message like this Welcome to Oracle Sales Chat. My name is . In case we should be di…Vinothini Keerthi Kumar-Oracle 33 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Transfer - Does not carry over the Workspace field values to transferred agents.Content Hi, On the Chat workspace, we have exposed two Custom Incident fields [Categories & Sentiment]. These fields are required fields and before Transfer, it prompts …
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Any tips for mouse out coordinates?Content I've had the hardest time getting specific/exact coordinates for items on a page. Are there any tricks for measuring items on a page, or highlighting the "hot" a… -
Chat Transfer issues with Advanced RoutingContent Hi, We have the below setup 1. 13 different language interfaces 2. Advanced Routing / Queues for Chat Routing [Skill Based] 3. All Staff account scored for Produ…
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Terminate or Wrap-Up PopupContent Hi, I would want to customize the Terminate or Wrapup Popup and show only Terminate button. Where can I do this ? Do you want to Terminate? Terminate button /> A…
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Anyone using Chat internally?Content Hi I'm looking for anyone who might be using OSC Chat internally. We’re proposing to create something call Ask An Expert, based on on OSC chat. i.e. Retail agent…User_2025-02-03-18-15-27-888 15 views 5 comments 3 points Most recent by User_2025-02-03-18-34-45-277
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Chat Notification SoundContent Is it possible to change chat notification sound in desktop agent? Please suggest. Version May 2015
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Rightnow Chat ImplementationContent Am on a new RightNow implementation project that involves chat alone, so customers can chat with agents. As a result there is no need to give customers access to…
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Can't route chat by productContent I am using non proactive syndicated chat and have set product to 2377. I have a chat rule if product =2377 assign to "test chat queue". I have one available agen… -
Engagement Engine - To capture the Web Page TitleContent Requirement : I need to capture the Web Page Title through Engagement Engine. I have setup a Rule within the Engagement Engine Editor to Populate the Custom Data…
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Syndicated Chat RoutingContent I am currently on August 2014 version and will soon upgrade to May 2016. I am attempting to setup a syndicated chat widget. . I have it working, but it keeps rou…
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Issue with EE - Syndicated Proactive Chat Widget, chats not routing to the right queue.Content Requirement : When customer initiates a Proactive Chat, the Chat should route to the queue based on the interface, language and Country values selected from the …
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Engagement Engine and Proactive Chat Basics: Where do I get a widget ID?Content When I'm creating a rule in Engagement Engine Editor, where do I get the widget ID it's asking for?
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Engagement Engine - Syndicated ProActive Chat - Agent Availability with Specific ProfilesContent Hello, I'm looking for a solution to present Syndicated Proactive chats to the customer through Engagement Engine only if there are agents available with a speci…User_2025-02-03-16-56-50-120 13 views 4 comments 0 points Most recent by User_2025-02-03-16-56-50-120
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Showing Chat pop-up when agent minimizes AD after chat session establishedContent We have a requirement to show a chat pop-up alert when an agent has minimized Agent Desktop after chat session has been established. This is similar to the initi…User_2025-02-03-19-24-48-785 12 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Skill based routing - Chat not getting assigned to Agents.Content Hi, We have Skill Based Routing enabled in our site. The configuration is complete 1. Advanced Queues 2. Profile with Advanced Queue selected 3. Skill score on p…Vinothini Keerthi Kumar-Oracle 40 views 5 comments 0 points Most recent by User_2025-02-03-20-29-17-872