Multi-session Chat: Attempt to update social contact fails

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Multi-session Chat: Attempt to update social contact fails

Problem Summary An agent tries to accept a chat contact but receives an error that the agent is unable to join the chat room.
Error Message An error occurred while joining the chat room.
Possible Cause The SocialContact is not in the "unread" state. Someone may have already answered the contact (although this is unlikely). It is more likely that someone modified the contact using the SocialMiner user interface. 
Recommended Action

Capture the Finesse client logs and search by the SocialContact ID. The SocialContact ID is referred to as "scId" in the client logs.

Check for messages similar to the following:

2014-05-22T15:06:15.418 -04:00: : ?.?.?.?: May 22 2014 15:05:57.419 -0400: MultiSessionGadget : 
Received message: {"media":"cisco.ccp.media.chat","type":"start","scId":"2553282010000146000000F30A568C2B","scRefUrl":
"http://ccp-43-rt.silv.tor/ccp-webapp/ccp/socialcontact/2553282010000146000000F30A568C2B",
"replyTemplate":"http://ccp-43-rt.silv.tor/multisession/ui/templates/reply/cisco_agent_ms_chat.jsp",
"author":"Joe Customer","authToken":"*******","agentAlias":"1001004","agentId":"1001004",
"displayFields":[{"name":"author","displayName":"Customer","displayValue":"Joe Customer"},{"name":"queue",
"displayName":"Service Queue","displayValue":"mschat"},{"name":"Email","displayName":"Email","displayValue":"joe@email.com"},
{"name":"Details","displayName":"Details","displayValue":"My phone cannot connect to my access point"},
{"name":"PhoneNumber","displayName":"PhoneNumber","displayValue":"555-1212"},{"name":"Title","displayName":"Title",
"displayValue":"Help with wireless access point"}]}


2014-05-22T15:06:15.419 -04:00: : ?.?.?.?: May 22 2014 15:05:57.420 -0400: MultiSessionGadget : 

Published message: {"media":"cisco.ccp.media.chat","type":"starting","scRefUrl":

"http://ccp-43-rt.silv.tor/ccp-webapp/ccp/socialcontact/2553282010000146000000F30A568C2B",

"scId":"2553282010000146000000F30A568C2B"}



2014-05-22T15:06:15.465 -04:00: : ?.?.?.?: May 22 2014 15:05:57.466 -0400: MultiSessionGadget : 

Container: https://ccp-43-rt.silv.tor/multisession/?id=2553282010000146000000F30A568C2B&gadgetUrl=

http://ccp-43-rt.silv.tor/multisession/ui/templates/reply/cisco_agent_ms_chat.jsp&scRefUrl=

http://ccp-43-rt.silv.tor/ccp-webapp/ccp/socialcontact/2553282010000146000000F30A568C2B&gadgetHeight=

430&l10nLang=en&l10nCountry=US



2014-05-22T15:06:15.851 -04:00: : ?.?.?.?: May 22 2014 15:05:57.852 -0400: MultiSessionGadget : 

ChatRT scId [2553282010000146000000F30A568C2B] :: Social Contact is not in 'unread' state. Current state [reserved]



2014-05-22T15:06:15.853 -04:00: : ?.?.?.?: May 22 2014 15:05:57.854 -0400: MultiSessionGadget : 

Published message: {"media":"cisco.ccp.media.chat","type":"started","scRefUrl":"http://ccp-43-rt.silv.tor/ccp-webapp/ccp/

socialcontact/2553282010000146000000F30A568C2B","scId":"2553282010000146000000F30A568C2B"}


If you find the statement "Social Contact is not in 'unread' state, then the state of the social content was modified by another user, possibly using the SocialMiner user interface.

Release Release 10.5(1)
Associated CDETS # None


Rating: 0.0/5 (0 votes cast)

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