Webex Connect Email Fails Due To Empty Customer Name Value

Introduction

This document describes a scenario where incoming emails fail with "status : 4002 , desc : value is mandatory , name : customer name" error.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Webex Contact Center (WxCC) 2.0
• Webex Connect Portal with Email flows configured  

Components Used

The information in this document is based on these software versions:

• WxCC 2.0

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Problem

When the email flow is opened and debug logs are decrypted - the error "value is mandatory , name : customer name" is seen at the Create Task node.

Error Description:

"status : 4002 , desc : value is mandatory , name : customer name [ id: xxx]”

Reason for the Failure

The problem happens due to an email arrives without a sender name, since Create Task node expects the sender name - failure in the flow occurs.

Solution

Modify the email flow to allow a generic from/sender name to be inserted when emails arrive without this mandatory field.

Step 1. Access the email flow and click the gear in the top right corner to access flow settings. Create a new custom variable named ‘customername’ and save.

Step 2. Click Configure Email Event Node - > Transition Actions (optional) -> select "add a new variable" -> select the "customername" variable (created in step 1) ->  select email.senderName under the output variables to add the value -> select Save.

Step 3. Add a generic from/sender name to the parse variables node and save.

In lines 33 and 34 add this condition.

if (customername==='') {
customername = 'Generic Sender' ;

Step 4. Add customername variable to Create Conversation and Create Task nodes.