SocialMiner chat does not route to Finesse agent if created from SocialMiner APIs

Hello All,

I am creating chat requests from APIs into the chat feed that is created by CCX application as part of CCX chat configuration.

The chats route to CCX agents when created using chat widget HTML form in CCX. It also behaves same if created using the form from chat feed in SocialMiner by adding below code from CCX chat widget form

<select name="extensionField_ccxqueuetag"><br/>

        <option value="Chat_Csq8">Support</option>

</select>

The SocialMiner form code looks like below,

<style type='text/css'>span { display: inline-block; width: 100px; }</style>

<meta http-equiv="Content-Type" content="text/html; charset=utf-8">

<form action='https://miner11.ef.com/ccp/chat/form/100120' method='post'>

    <span>Title:</span><input id='title' type='text' name='title' /><br/>

    <span>Author:</span><input id='author' type='text' name='author' /><br/>

    <span>Description:</span><input id='description' type='text' name='description' /><br/>

    <span>Tags:</span><input id='tags' type='text' name='tags' /><br/>

    <span>Remarks:</span><input id='remarks' type='text' name='extensionField_remarks' value='sample value' /><br>

  <select name="extensionField_ccxqueuetag"><br/>

        <option value="Chat_Csq8">ExpertFlow Support</option>

    </select><br/>

    <input id='submit' type='submit' value='Submit'/>

    <input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png">

    <input type="hidden" name="extensionField_chatWaiting" value="Welcome, please wait while we connect you with a customer care representative.">

    <input type="hidden" name="extensionField_chatAgentJoinTimeOut" value="All customer care representatives are busy assisting other clients. Please continue to wait or try again later.">

    <input type="hidden" name="extensionField_chatError" value="Sorry, the chat service is not available. Please try again later.">

</form>

However, the chats don't route to agents if created from chat creation APIs. It only shows in SocialMiner interface.

I  have also tried with and without  extensionField_ccxqueuetag field. It successfully creates chat request with return code 201 but it only shows on SocialMiner interface. API xml looks like below,

<SocialContact>

<feedRefURL>https://miner11.ef.com/ccp-webapp/ccp/feed/100120</feedRefURL>

<author>Test_author</author>

<title>Social contact title</title>

<extensionFields>

<extensionField>

<name>extensionField_ccxqueuetag</name>

<value>Chat_Csq8</value>

</extensionField>

</extensionFields>

</SocialContact>

Post request goes to https://miner11.ef.com/ccp/chat/

What is wrong here ? Please help

Hi sikanderhayat,

When using the chat APIs directly, just use ccxqueuetag as the extension field name, do not append the prefix extensionField_.

So, your XML should just contain

<extensionField>

    <name>ccxqueuetag</name>

    <value>Chat_Csq8</value>

</extensionField>

Now, you should be able to see that injected chat requests into SocialMiner will be queued into the specified chat queue in CCX and routed to a finesse desktop.

Please try this and let us know if you still face issues.

Thanks,

Nagendra U M