Expert Articles

Comprehensive resources for Oracle RightNow developers and consultants

Customizing the Chat States of the Syndicated Conditional Chat widget

Posted by AW Rowse on Wednesday, June 10, 2015 - 10:46am
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For many customers, the default chat service States displayed by the Oracle Service Cloud Syndicated Conditional Chat widget do not meeting their business needs. A common desire is to have the chat link be available, even if all agent's are busy. This gives the user a chance to wait in the queue if they want.

This can be done easily by setting the 'min_sessions_avail' setting to 0, and the 'wait_threshold' setting to a very high value. I usually put it at 1 day by setting it to 86400 seconds.

Security Vulnerabilites in Customer Portal pagesets

Posted by AW Rowse on Tuesday, May 26, 2015 - 10:28am
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If your Customer Portal site has a "mobile" or "basic" directory and associated pages in your "views/pages" directory your site might be at risk; especially if you don't use these pages! For nearly all sites created since the release of CP2, this will be the case unless you've taken manual steps to remove them.

Duplicate Contacts and Unique Fields

Posted by Ben Johns on Thursday, May 21, 2015 - 11:15pm
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In order to reduce duplicate contact records, it would be useful to be able to specify unique contact fields (such as mobile phone number, or a particular custom field), similar to how email addresses are handled as unique identifiers. If the client needs a full-fledged solution for this across their entire system, this is difficult to do from a purely technical level. Most clients simply train their agents to first search for existing contacts and have a business process for merging duplicate contacts when manually found in the system, which is good enough for most.

Fun with Cloud9 IDE and CP3

Posted by Ben Johns on Tuesday, April 7, 2015 - 8:40pm
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Today I had a bit of fun with Cloud9 IDE, which is one of the better cloud-based IDEs I've found. It is geared mostly towards front-end web development but has a fully functional Ubuntu OS underneath running in a Docker instance, so you can pretty much do anything.

Quick Tip: Skinning Customer Portal Modal Dialogs

Posted by AW Rowse on Wednesday, April 1, 2015 - 3:53pm
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When skinning Customer Portal it is easy to forget the YUI-based modal dialogs unless one happens to pop up during your working session. Most commonly it is the Form Expiration dialog which reminds me that I have additional work to ensure a unified brand experience. This dialog will appear after 5 minutes, which is a long time to wait when testing CSS changes.

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