The contact details are not displayed to the agent when a chat contact is received

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Problem Summary The contact details are not displayed to the agent when a chat contact is received.
Error Message NA
Possible Cause The Chat Contact data object is not populated with the contact details.
Recommended Action
  1. Check whether the Contact XML object is populated.
  2. See the browser logs for the information and search for ChatControlGadget string.
  3. Sample log is provided below. If this object is not populated, contact TAC.


Release Release 10.5(1)
Associated CDETS # NA


Sample Log:
For CCX side look for following browser log. "2014-05-28T16:38:29.307 +05:30: : ?.?.?.?: May 28 2014 16:38:29.219 +0530: ChatControlGadget : 16:38:29: INFO - The event received is : {"@xmlns:ns2":"http://cisco.com/wf/subsystems/chat/contactEvent.xsd","event":"post","source":"uccx.api.agent.smacks","requestId":null,"payloadType":"ContactEvent","data":{"dialog":{"dialogID":"3F7C4F2B10000146000003710A4E5CA2","author":"Customer","dialogType":"0","queue":"Chat_Csq4","queueName":"DebitCardCSQ","dialogEventType":"0","eventCause":"22","token":"token","dialogVariables":{"dialogVariable":[{"name":"h_chatRoom","value":"socialminer_chat.37@conference.127.0.0.1"},{"name":"h_widgetName123456","value":"ChatWidget"}]},"timeoutBaseTime":"1401275308435","noAnswerTimeout":"180"}}}" concat:17740

For Social Miner look for following browser log. 140324 19:02:12.737 : ccx-94-181.cisco.com: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node 'uccx.api.agent.AgentName': <Update xmlns:ns2="http://cisco.com/wf/subsystems/chat/contactEvent.xsd"><event>post</event><source>uccx.api.agent.AgentName</source><requestId></requestId><payloadType>ContactEvent</payloadType><data><dialog><dialogID>F44A93AC1000014400000A920A4E5E2F</dialogID><author>CustomerName</author><dialogType>0</dialogType><queue>Chat_Csq</queue><queueName>ChatCSQ</queueName><dialogEventType>0</dialogEventType><eventCause>22</eventCause><token>token</token><dialogVariables><dialogVariable><name>chatRoom</name><value>socialminer_chat.221@conference.127.0.0.1</value></dialogVariable><dialogVariable><name>Email</name><value>customername@xxx.com</value></dialogVariable>...


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