Unable to Add/Delete Words in the Agent Client
THIS ARTICLE APPLIES TO:
All versions of Moxie Channels NetAgent.
ISSUE DESCRIPTION:
Individual Agent is unable to add or remove words from their Spell Check dictionary in Agent Client.
Note: Agents can access this dictionary by clicking on the Options icon in the menu bar and then clicking on the Dictionaries… button in the Options popup.
The Edit user dictionary popup will appear. The path to the userdic.tlx file should display under User dictionaries.
ROOT CAUSE:
The most common reason words cannot be added to or deleted from the dictionary is the lack of the "userdic.tlx" file within the Agent's Windows User folder on the local workstation.
SOLUTION OR WORK AROUND:
- Clear the Agent’s local Agent Client profile on the workstation to allow a new profile to be loaded the next time the Agent logs into Agent Client. For instructions, see KB Article 2067: Individual Agent Experiencing Odd Behavior When Working in or Logging into Agent Client.
- Obtain a copy of the ‘userdic.tlx’ file and add it to the Agent’s Profile Directory found in their Windows User folder. A copy of the file can be obtained from another Agent’s workstation or by contacting Moxie Software Support.
AFFECTED SYSTEMS & USERS:
Supervisors and Agents attempting to add or delete words in the Agent Client dictionary.
ADDITIONAL INFORMATION:
For Moxie Channels NetAgent versions 8.1 and prior, the profile directory folder is named Talisma. For versions 8.3 and above, the profile directory folder is named nGenera. Please note that the Agent’s Profile Directory is found in different locations depending on the Operating System in use.
- :\Users\username for Windows Vista/Windows 7
- :\Documents and Settings\username for XP and 2003 Server users
ESCALATION PROCEDURE:
If you have additional questions, please contact our Support team at 877-373-7848 (option 2) or via email at cimsupport@ngenera.com.