PureEngage On-Premises

Agent 1 on chat trying to initiate a single step conference with Agent 2 from iWS. But  for some reason, I see a message on iWS - that Interaction queue is not defined. The interaction queue that I was trying to transfer is existing and it works fine for one-step transfer but not conference. In the iWS log, i see the following message when chat conference was initiated.
BasedInteractionChat - Request:'OneStepConference' Target:InteractionQueue
BasedInteractionChat - The targetId is 'ChatIxnQueue'
BasedInteractionChat - Request:'OneStepConferenceTarget Type:='InteractionQueue' Destination:'ChatIxnQueue'
CommandManager - GetChainOfCommandByName(InteractionChatInitiateConferenceOtherType)
CommandManager - CreateChainOfCommandByName(InteractionChatInitiateConferenceOtherType)
InteractionWorkspace - CreateChildLogger InteractionWorkspace.OpenMedia.InteractionChatInviteCommand.
ChainOfCommand - Start Execution of Chain of Command InteractionChatInitiateConferenceOtherType   
Destination
      UserData
      Reason
      Extensions
      RecentIndex
      AdditionalTargetInformation
      DisplayObject
      TransferringAgentName
      TransferringDate
      TransferringReason
      TransferringTargetType
      TransferringTarget
.ChainOfCommand - Execute of Chain of Command InteractionChatInitiateConferenceOtherType -> Name:SetCollaborationQueueContext Type:Genesyslab.Desktop.Modules.OpenMedia.Model.Interactions.Chat.InteractionChatInviteSetContextQueueCommand 
 InteractionChatInviteSetContextQueueCommand
ChatInviteCommand - Impossible, the Routing Based Interaction Queue is not defined for the interaction '[InteractionChat: Id001/xxxx]'

Any one had ideas on how to correct the issue? Thanks in advance.

Hi,

You need to set a queue in the intercommunication.chat.queue option. 

To configure the features of the Chat conference or consultation with a skill, an agent group, or an interaction queue, set the following configuration options:

Set the value of the intercommunication.chat.conference.invite-timeout to specify the length of the interval before the conference invitation times out.
Set the value of the intercommunication.chat.queue to the name of the interaction queue that is used by the routing based feature for chat.


See documentation Configuring Chat Conference and Consultation with a Skill or Group: http://docs.genesys.com/Documentation/IW/8.1.4/Dep/HandlingInteractions

The option intercommunication.chat.queue is mandatory.

Please open a case to get more details.

Roman T

Hi Roman,
I followed all of the steps as in the documentation. It looks like there is an interaction subtype that needs to be there for the chat conference to work, InternalConferenceInvite.