Character "$" Causing Issues In Siebel Chat Panel, It Got Place By An Unusual String In Chat Transcripts

(Doc ID 2321288.1)

Last updated on OCTOBER 25, 2017

Applies to:

Siebel CRM - Version 15.16 [IP2015] and later
Information in this document applies to any platform.

Symptoms

On : 15.16 [IP2015] version, CTI

Siebel CTI user using the Chat panel notice that when they type the "$ " ($ follow by space) string on the Chat panel in the transcript window the same show up as "{{msg}}nbsp;". The same is been reported when the customer type such string.

The behavior can not be reproduce when using the 3rd Party Chat windows from the CTI middleware.

The Chat transcript window should show the $ character properly.

The issue can be reproduced at will with the following steps:
1. Login a Siebel CTI user with Chat panel enabled.
2. Initiate a Chat sessions
3. Siebel CTI user type the following chat message "$ 1"
4. In the Chat transcript window it show as "{{msg}}nbsp;1"

BUSINESS IMPACT
-----------------------
The issue has the following business impact: this problem in Production cause communications problem and increase the handle time of Call Center users.

Changes

 

Cause

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