Would like to see a custom field being sent to finesse agent via chat

[sylvester]

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?

[dekwan]

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

[sylvester]

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.

[dekwan]

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

[egoppel]

Sylvester,

Did you ever find a solution to present the custom attribute data to the agent?