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Customers Cannot Reply Via Chat
THIS ARTICLE APPLIES TO: All versions of Moxie Channels NetAgent (Chat) prior to 8.3.2 ISSUE DESCRIPTION: Customers using Internet Explorer 8 cannot respond to Agents. The Customer Response Pane is collapsed and customers cannot type into it. ROOT...
DR and Multitenant Migration F.A.Q.
Moxie has made a strategic decision to migrate some components of our infrastructure platform to Amazon Web Services (AWS). This decision will provide infrastructure improvements and scalability to continue to deliver fast, secure and reliable...
Data Center Maintenance Schedule
2022 Data Center Maintenance Schedule In order to keep our infrastructure in top performance, and continue to provide top quality service, CXone Moxie reserves five hours each month to perform necessary maintenance and enhancements to our data...
Delete or Edit the User Dictionary for CIM Agent Client
THIS ARTICLE APPLIES TO: All versions of Moxie Channels NetAgent (Agent Client) PROCESS: To delete or edit the user dictionary file, locate the userdic.tlx file on the Agent's hard drive. Customer words can be added by editing the file in...
Determining the Maximum Number of Agent Accounts Allowed
THIS ARTICLE APPLIES TO: All versions of Moxie Channels NetAgent. PROCESS: To determine the maximum number of Agent accounts allowed on your licence, log into the Moxie Channels Web Administrator. Click on System then select License A list of all...
Disabling All Service Lines at Once Globally
THIS ARTICLE APPLIES TO: All versions of Channels Customer Spaces (Chat & Email). PROCESS: To disable all service lines at once go to Chat, Schedule Options from the Administrator menu the options here will allow the Administrator to enable...
Email Failed to Parse or Stuck in State 5 or Status 5
Applies to Moxie Email Versions 9.2 and 9.4 There are multiple circumstances where email in not properly processed by the Mail email subsystems, primary related to CommCore services. The following will help identify such circumstances and offer...
Email Search Page Does Not Load
THIS ARTICLE APPLIES TO: All versions of Moxie Channels NetAgent. PROCESS: If the email search page is blank, make sure CIM is using the proper URL in the admin. 1. In the admin, select System 2. Select Supervisor 3. Select Supervisor General 4....
Enabling Advanced Admin Logging in NetAgent
THIS ARTICLE APPLIES TO: All versions of Knowledgebase. PROCESS: The admin log is in an .xml file (naadminxxxxx.xml) which captures all SOAP requests and responses placed from the Admin console to the server and back. Performing the following...
Enabling Detailed ASP.NET Errors for CIM Channels NetAgent
THIS ARTICLE APPLIES TO: All versions of Moxie Channels NetAgent 'On Premise' instances. PROCESS: When webpages in NetAgent cannot be accessed, a ‘friendly’ error message similar to the one below is displayed by default. Support may need a...