Live Help: Arabic Optional Data Issue (Doc ID 1906777.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

The loss of functionality
Data collected in pre-chat form not formatted correctly. Should be showing Arabic script, but showing other characters.

The sequence of events
Customer fills in form question in Arabic and launches chat

Where it happened
Response OptionalData2 token
Chat transcripts
Chat Optional Data report (OptionalData1 and OptionalData2 not captured correctly)

The significance of loss / customer impact
incorrect text being introduced into chats and reports

What IS working
Customer says the captured question appears correctly in the Agent Console Customer Information field

What is the expected or acceptable result?
Optional data should be formatted correctly

Cause

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