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  • 1.  Parked messages: Messaging controls missing

    Posted 7 hours ago

    Hi everyone, 

    I am facing an issue with parked messages. Following is the scenario:

    1. Customer sends a web message which is answered by an agent.
    2. Agent parks the messaging conversation.
    3. Customer sends a message again. The conversation resumes and the agent gets the message.
    4. At this time, the messaging controls (to transfer, consult, disconnect or park) and text box to type the message are missing. (Refer screenshot) I am able to replicate this scenario every single time.
    5. If agent selects a wrap up code & clicks on Done, the missing controls and text box to type start to appear.


      Am I missing something here?

    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Jankeesh Kaur
    Solutions Consultant
    ------------------------------


  • 2.  RE: Parked messages: Messaging controls missing

    Posted 6 hours ago

    Hello, @Jankeesh Kaur.

    I've noticed the same behavior. I don't know if this is truly an error or if it was designed in this way to signal the reason to park the interaction with a wrap-up code.



    ------------------------------
    Arthur Pereira Reinoldes
    ------------------------------

    Original Message


  • 3.  RE: Parked messages: Messaging controls missing

    Posted 6 hours ago
    Edited by Phaneendra Avatapalli 6 hours ago

    Hi Jankeesh,

    Found this section in the documentation which may be relevant:

    https://help.mypurecloud.com/articles/park-and-resume-a-message-interaction

    It mentions that when a parked interaction resumes (for example due to a customer message), the behaviour around After Call Work (ACW) depends on the queue configuration.

    Just to help narrow this down could you try testing with different ACW settings (e.g. Optional or Time-boxed) and see if the behaviour is the same?

    That should help confirm whether this is related to ACW handling or something else.

    Hope someone from the community who has seen this before might be able to add more 



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 4.  RE: Parked messages: Messaging controls missing

    Posted 5 hours ago

    Hi both,

    @Arthur - Thanks for confirming the behaviour.

    @Phaneendra Avatapalli - The reported issue is not related to ACW. I did however change the ACW settings, but the issue still remains unresolved.

    This one looks like a bug to me.



    ------------------------------
    Jankeesh Kaur
    Solution Consultant
    ------------------------------

    Original Message


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