Overview & Known Issue
Resolved! 👏
The following article will depreciate as a fix was released in the following maintenance window.
👋 TL:DR Oracle Chat Engagement Panel Users.
We've found a problem with using OpenMethods with Oracle Chat Engagement Panel Version 13+. To resolve the issue, we recommend downgrading to a lower version of the Engagement Panel API.
Applicable for Oracle Service Cloud using Chat and OpenMethods Media Bar
We regret to inform you that OpenMethods has identified a problem with the Oracle Chat API which is preventing agents from using the chat wrap-up function in the Harmony Mediabar. This issue is affecting all customers who are using Oracle B2C BUI on version 13 of the Oracle Engagement Panel API.
What is Engagement Panel
The Engagement Panel (EP) is the section of the Browser UI where agents handle live chats. You can find more information about the Chat Engagement Panel by visiting the Oracle Documentation.
Symptoms
The problem lies with Oracle Engagement Panel API version 13+. The current version does not send engagement-related event messages, such as EngagementRemoved (Chat Terminate), to external clients like Harmony Mediabar.
Impacted Environments
Oracle:
- Chat, Engagement Panel (EP), Browser UI
- Oracle B2C Service (OSvC)
OpenMethods
- Harmony Media Bar
- PopFlow
Verifying The Oracle Version
Please check the current Engagement Panel version within your Oracle Service Cloud instance.
- The Engagement Panel version is in the About dialog in Agent Browser UI.
- From the Avatar Menu, select About. The About dialog will display the version of the Engagement Panel.
- If your version is 13+ see the workaround below.
Workaround
We require you to downgrade to the Oracle Engagement Panel version 12 until Oracle resolves the issue with version 13+.
Requirement: Please open a ticket with Oracle to report this problem, and keep us updated so we can assist in communication to help expedite a quick response and solution from Oracle.
Thank you for your understanding and cooperation.