The Chat Control gadget is disabled and does not allow the user to change the state

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Problem Summary The Chat Control gadget is disabled and does not allow the user to change the state.
Error Message
NA.
Possible Cause
  • SocialMiner reply template is not configured in Finesse Desktop Layout.
  • SocialMiner Tomcat certificate is not uploaded to Cisco Unified OS Administration and the Manage Chat gadget displays the message "SSL error".
  • SocialMiner certificate is not accepted in the Manage Chat gadget on the Manage Chat tab.
  • SocialMiner is not up or not reachable from the Unified CCX server.
Recommended Action
  1. Check whether the SocialMiner Manage Chat gadget is configured in Finesse Desktop Layout.
  2. Log in to https://<UCCX-server-FQDN>:8445/cfadmin.
  3. Go to the Desktop Layout tab and check whether the Manage Chat gadget is uncommented. If not, update the layout according to the comments in the
    layout.
<!--
    The following Tab and Gadget are used for WebChat.  The are *ONLY* supported with WebChat.  If you are not using WebChat, then
    remove them.  If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat
    CSQs.  To include this functionality:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server.
        3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter.
  
    IMPORTANT NOTE:
        - In order for this Gadget to work, you must have performed all documented prerequisite steps.
  
            <tab>
                <id>manageChats</id>
                <label>finesse.container.tabs.agent.manageChatsLabel</label>
                <gadgets>
                    <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                </gadgets>
            </tab>
--><!--
The following Tab and Gadget are used for WebChat. The are *ONLY* supported with WebChat. If you are not using WebChat, then
remove them. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat
CSQs. To include this functionality:
1) Remove these comments leaving the tab and gadget
2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server.
3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter.

IMPORTANT NOTE:
- In order for this Gadget to work, you must have performed all documented prerequisite steps.

<tab>
<id>manageChats</id>
<label>finesse.container.tabs.agent.manageChatsLabel</label>
<gadgets>
<gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
</gadgets>
</tab>
-->


  4. Check whether the tomcat.pem certificate of SocialMiner Tomcat is uploaded to Cisco Unified OS Administration. If not, refer Cisco Unified CCX OS Administration documentation      on how to upload a SocialMiner certificate.
  5. Restart Cisco Finesse service after uploading the certificate.
  6. If the Manage Chat gadget is configured and the gadget displays message to accept the certificate, click OK and accept the certificate.
  7. Check whether SocialMiner is up and running.

Release Release 10.5(1)
Associated CDETS # N/A

Rating: 5.0/5 (1 vote cast)

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