This post is meant as both a warning for others as well as a question if this is expected behavior.

I ran the SendCustomNotification Set IWeb Strings command to enabled the Chat Parameter and found that it not only gave me the Chat parameter but it also reset the exisiting SMS parameter.

 1) I don't see anything in the documentation saying that this command would or could reset existing parameters. In fact i wasn't aware this command was also used to create the SMS parameter until i was notified of an issue and looked into it.  Is it expected that re-running the command will reset existing command even if you are trying to add another parameter? 

2) If this is expected behavior, could we have Moderators get this put into the Chat and SMS technical Reference or do i need to open a ticket with our VAR to open a ticket with Genesys with that.

Thank you,

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------

The first time you run it, it will add the settings for both SMS and Chat. If you run it a second time, it will overwrite any changes that have been made to settings for SMS, but not for Chat. If you run it more than two times, it should not overwrite any changes that have been made to either. I'm not familiar with the history behind it, but I believe the behavior is based on the feature allowing SMS messages to route as Chats being added long after Chats, and a desire to provide separate settings for them.

So I'm a little bit confused, if you already had the settings for SMS, then you should have had the settings for Chat as well. Did you have a situation where you had settings for SMS, but not for Chats?

-Troy

------------------------------
Troy Tricker
Genesys - Employees
------------------------------

Original Message:
Sent: 03-26-2018 12:11
From: Scott Williams
Subject: Enabling Chat parameter with existing SMS Parameter - Caution


This post is meant as both a warning for others as well as a question if this is expected behavior.

I ran the SendCustomNotification Set IWeb Strings command to enabled the Chat Parameter and found that it not only gave me the Chat parameter but it also reset the exisiting SMS parameter.

 1) I don't see anything in the documentation saying that this command would or could reset existing parameters. In fact i wasn't aware this command was also used to create the SMS parameter until i was notified of an issue and looked into it.  Is it expected that re-running the command will reset existing command even if you are trying to add another parameter?

2) If this is expected behavior, could we have Moderators get this put into the Chat and SMS technical Reference or do i need to open a ticket with our VAR to open a ticket with Genesys with that.

Thank you,

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------

Hi Troy,

that is correct when i was looking to implement Chat, the only Parameter within Web Services Parameters was SMS. SMS was implemented a few years ago and was before my time. It could be possible that both Settings were originally created and the engineering at the time deleted chat thinking we didn't need it.

Since what you are saying match's what we experienced, i am going to say somebody had deleted the chat parameter when they implemented SMS.

Thank you for the explanation.

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------

Original Message:
Sent: 04-16-2018 11:15
From: Troy Tricker
Subject: Enabling Chat parameter with existing SMS Parameter - Caution

The first time you run it, it will add the settings for both SMS and Chat. If you run it a second time, it will overwrite any changes that have been made to settings for SMS, but not for Chat. If you run it more than two times, it should not overwrite any changes that have been made to either. I'm not familiar with the history behind it, but I believe the behavior is based on the feature allowing SMS messages to route as Chats being added long after Chats, and a desire to provide separate settings for them.

So I'm a little bit confused, if you already had the settings for SMS, then you should have had the settings for Chat as well. Did you have a situation where you had settings for SMS, but not for Chats?

-Troy

------------------------------
Troy Tricker
Genesys - Employees

Original Message:
Sent: 03-26-2018 12:11
From: Scott Williams
Subject: Enabling Chat parameter with existing SMS Parameter - Caution


This post is meant as both a warning for others as well as a question if this is expected behavior.

I ran the SendCustomNotification Set IWeb Strings command to enabled the Chat Parameter and found that it not only gave me the Chat parameter but it also reset the exisiting SMS parameter.

 1) I don't see anything in the documentation saying that this command would or could reset existing parameters. In fact i wasn't aware this command was also used to create the SMS parameter until i was notified of an issue and looked into it.  Is it expected that re-running the command will reset existing command even if you are trying to add another parameter?

2) If this is expected behavior, could we have Moderators get this put into the Chat and SMS technical Reference or do i need to open a ticket with our VAR to open a ticket with Genesys with that.

Thank you,

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------