In IWS, chat message transcript window is greyed and so agent is unable to see a

NICE CXone API & Integrations
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Problem: In IWS, chat message transcript window is inactive and so agent is unable to see and reply to chat messages.
Problem Description: When we start a chat message from webAPI client, WebAPI submits the interaction to IXN server.
At agent side we are getting the interaction preview window. However if we click on accept, we does not get (chat) message on interaction window and also we does not get a chat typing text box (text box is disabled). However, the interaction message gets displayed in the History tab. Agent is a part of access group which has chat privileges

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Any error within IWS or IXN logs? What do you find out within your analysis?

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Maybe another software blocking? Happens on all PCs or only one?
OS is under supported list? Nothing like Win8 or Win12 pre alpha something, right?

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Thanks for your replies guys… Kubig, cavagnaro

I don’t see any specific errors in IXN logs related to interaction. IXN server is receiving chat interaction from chat server and it is also executes routing requests for the same. Also IXN message can able to send acknowledge message to chat server.

As per my analysis, I see problem with IWS. Chat interaction is distributed to IWS by IXN server. Please find below logs snippet:

10:56:23.729 Trc 26019 Sending message ‘EventInteractionProperties’ (‘189’) to client ‘6002_place2’ - Agent application:7:480 through proxy ‘InteractionWorkspace_spanishagent1’ - Proxy:6:480, message attributes:
attr_ref_id [int] = 19
attr_prxy_client_id [int] = 7
attr_itx_id [str] = “00006aA0JJ2Y000K”
attr_itx_type [str] = “Inbound”
attr_itx_subtype [str] = “InboundNew”
attr_itx_tenant_id [int] = 1
attr_itx_queue [str] = “Chat inbound queue”
attr_itx_media_type [str] = “chat”
attr_itx_submitted_by [str] = “ChatServer_810”
attr_itx_state [int] = 3 [HANDLING]
attr_itx_is_online [int] = 1
attr_itx_is_locked [int] = 0
attr_itx_received_at [str] = “2014-09-05T05:26:05Z”
attr_itx_submitted_at [str] = “2014-09-05T05:26:05Z”
attr_itx_delivered_at [str] = “2014-09-05T05:26:13Z”
attr_itx_submitted_to_router_at [str] = “2014-09-05T05:26:09Z”
attr_itx_placed_in_queue_at [str] = “2014-09-05T05:26:05Z”
attr_itx_moved_to_queue_at [str] = “2014-09-05T05:26:05Z”
attr_itx_submit_seq [str] = “11862080”
attr_itx_place_in_queue_seq [str] = “11862080”
attr_itx_user_data [list, size (unpacked)=1322, user data may be hidden] =
attr_itx_is_held [int] = 0
attr_itx_assigned_at [str] = “2014-09-05T05:26:13Z”
attr_itx_assigned_to [str] = “5”

Could it be related to any business attribute or attached data which enable chat text box functionality?

I have tried logging IWS to Win Server 2008, Win xp and Win 7. However, I got the same issue.

please let me know, in case anything requred.

Thanks.

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Check IWS logs on DEBUG level instead IXN logs. What version of IWS are you using? i strongly recommend to use latest version of IWS within release 8.1 (currently 8.1.401.44 I guess). If I remember it properly, there is prerequisite in creating case data key with name in format “Send_Chat_Transcript” or something like that.

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Thanks for your response. Yes, we have configured case data key with name in format “Send_Chat_Transcript”. We are using IWS version 8.1.301.10

Now it is resolved. It was a DNS server issue and Debug level IWS logs shows cannot resolve host and so IWS wasn’t able to communicate with IXN server.

thanks for you help guys.

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