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CSR Alias Not Being Displayed Properly In Chat Tab Applet using SetAgentAliasFromDB function (Doc ID 2538984.1)

Last updated on MAY 06, 2019

Applies to:

Siebel CRM - Version 15.16 [IP2015] and later
Information in this document applies to any platform.
We have had several reports of chat CSRs having the incorrect alias being displayed in the Chat Tab Applet. We've identified the following two scenarios.
1. The CSR alias is being replaced by their Login ID
2. The chat has been transferred and the alias of the CSR who transferred the chat is being displayed as opposed to the alias of the CSR who accepted the transferred chat

In our research, it appears that the alias name is supposed to be getting set in the SetAgentAliasFromDB function of the Chat UI Business Service. However, there is no documentation on this function. It appears to be doing a query against the Contact BC in order to find the alias, but I've not been able to find out how this function determines which Contact row_id to search for. I need information on how we can control the actual value that this function should use in this query.

We are currently using Genesys GPlus Adapter for our CTI/Chat functionality.

Symptoms

 no error , and no alias set in OM log:

 

9437194[04/08/2019 10:04:54:752]:DEBUG:Chat UI Business Service: SetAgentAliasFromDB: Setting the Alias for agent with username: TEST_USER
9437194[04/08/2019 10:04:54:783]:DEBUG:Chat UI Business Service: SetAgentAliasFromDB: Set agent alias to:
9437194[04/08/2019 10:04:54:783]:DEBUG:Chat UI Business Service: SetAgentAliasFromDB: Exiting function...
9437194[04/08/2019 10:04:54:783]:DEBUG:Chat UI Business Service: EscapeInvalidXmlCharacters: Escaping invalid xml in string: TEST_USER
9437194[04/08/2019 10:04:54:783]:DEBUG:Chat UI Business Service: EscapeInvalidXmlCharacters: Escaped string: TEST_USER

Changes

pre-query code for contacts to look for the correct Contact record

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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