Multi-session Chat: Cannot load predefined responses

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Multi-session Chat: Cannot load predefined responses

Problem Summary The predefined response icon on the Manage Chat and Email gadget is not active. The agent cannot enter a predefined response.
Error Message N/A
Possible Cause The API call to get the predefined responses failed or no predefined responses are configured.
Recommended Action
  1. If no predefined responses are configured in the system, the Unified CCX administrator must configure them.
  2. If predefined responses are configured, check the logs for a message similar to the following:

2014-03-13T11:39:35.625 -04:00: : ?.?.?.?: --- -- ---- --:--:--.--- -----: MultiSessionGadget : 
ChatRT scId [BC18E625100001440001E5F80A568DDE] :: Error getting predefined responses:{"text":"<html><head><style 
type=\"text/css\">a {\n color: #316984;\n text-decoration: none;\n}\na:hover {\n color: #316984;\n text-decoration: underline;
\n}\na:visted {\n color: #316984;\n text-decoration: none;\n}\nbody {\n background-attachment: fixed;\n background-color: 
#ffffff;\n background-repeat: no-repeat;\n color: #316984;\n font-family: arial, helvetica, sans-serif;\n}\n#content 
{\n border: 1px solid #d6d7d6;\n font-size: 93.5%;\n margin: 0px 10% 30px 10%;\n}\\n#content-header {\n background-color: 
#eeeeee;\n border-bottom: 1px solid #666666;\n color: #666666;\n font-size: 124.5%;\n padding: 5px 15px 5px 15px;\n}\n#copyright
{\n font-size: 75%;\n margin: 0px 10% 0px 10%;\n padding: 3px 0px 0px 0px;\n text-align: right;\n}\nimg
{\n display: block;\n margin: 0px 0px 20px 0px;\n}\n#logo {\n margin: 30px 10% 0px 10%;\n}\np {\n padding: 5px 15px 5px 15px;\n}\npre 
{\n padding: 5px 15px 5px 30px;\n}</style> <title> Cisco System - Error report </title> </head><body> <div id=\"logo\">
<img alt=\"Cisco Systems, Inc.\" src=\"//10.86.141.XYZ:80/gadgets/proxy?container=default&amp;gadget=
http%3A%2F%2Fccp-XYZ-rt.silv.tor%2Fciscologo.gif\"> </div> <div id=\"content\"><div id=\"content-header\">
HTTP Status 404 - /ccp-webapp/cccp/predefinedResponse </div> <p> <b> type: </b> 
Status report </p> <p> <b>message: </b> /ccp-webapp/cccp/predefinedResponse 
</p> <p> <b>description: </b> The requested resource(/ccp-webapp/cccp/predefinedResponse) is not available. 
</p> </div> </body></html>","rc":404, errors":["404 Error"]}  

If the logs show that the API call is failing, contact Cisco Technical Support.

Release Release 10.5(1), 10.6(1)
Associated CDETS # None


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