Garbled Characters Displayed in the Skill Area

Publication Date:  2015-06-30 Views:  146 Downloads:  0
Issue Description
In the Sign-in Skills dialog box that is displayed when an agent attempts to log in to the Agent Client system, garbled characters are displayed in the Skill area, as shown in Figure 5-3.
Figure 5-3 Garbled characters displayed in the Skill area
Handling Process
1. Use the WAS configuration assistant to set Platform Character Code and Configuration Character Code both to UTF-8, as shown in Figure 5-4.
Figure 5-4 Settings on the WAS configuration assistant


2. Log in to the Agent Server as the elpis user and verify that the character set for the configuration file was.xml is UTF-8.
vi /home/elpis/tomcat7/conf/was.xml
Ensure that the settings in bold in the following information are both UTF-8.
        <callcenters>
            <callcenter id="1" name="callcenter1">
                <ccs>
                ......
                <datasource-ref type="ptdb">ptdb</datasource-ref>
                <datasource-ref type="wfmdb">wfmdb</datasource-ref>
                <datasource-ref type="sysmondb">sysmondb</datasource-ref>
                <datasource-ref type="configdb">configdb</datasource-ref>
                <datasource-ref type="gmdb">gmdb</datasource-ref>
                <platform-encoding>UTF-8</platform-encoding>
                <config-data-encoding>UTF-8</config-data-encoding>
                <timeZone>GMT+08:00</timeZone>
            </callcenter>
        </callcenters>

3. Restart the Agent Gateway for the settings to take effect.
4. If the fault still persists, obtain help through the channels described in Help Channels.
Root Cause
The following parameters must be set to the same value UTF-8:
 Platform Character Code and Configuration Character Code on the CTI platform
 Character set for the configuration file was.xml under the elpis user of the Agent Server

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