[WDE] Issue visualizing Attributes Value with accented letters.

[Sosy]

Hi all,

we're currently using values from Calling Lists fields from outbounds campaigns to generate a web url that Agents needs to receive on WDE toaster in order to copy it on their own browsers to launch an external service (url is formed using a simple Cat function on IRD).
However, in some cases, fields' values contains accented letters (e.g., customers' last name). The 'encoding' parameter on SIPServer/T-Server section is currently set to "ISO-8859-1" (if blank, outbound call wont start resulting in a "System Error" call_result).

As I said, we use those values to generate a url, but when the url contains accented letters on WDE toaster they're all replaced with a question marks.
On URS, SIPServer logs, we see that those accented letters are logged as (e.g) xE0, xEC.

I was wondering if there were some configuration to fix this issue on applications level.

Do you have any suggestion? Thanks in advance!

[cavagnaro]

Well that is an encoding issue...Which version of WDE and package language do you have?
This only happens on the link or other fields?

[Sosy]

Hi Cavagnaro!

we made test calls with the latest version available of WDE (8.5.143.08) and Language Pack (8.5.130.00) but the issue is still there when we test the described flow.
However, to answer your second question we then tried this in a different scenario, using call me back. We sent accented letters values on the GMS request for cmb and they're are correctly shown in the WDE toaster. In the same way, we see that logs (SIP, URS) are not logged as xE0, xEC as they are in the problematic scenario.

Do you think that encoding value we set (ISO-8859-1) could be wrong for SIP Server?

[cavagnaro]

The calling list data is sent by OCS and its database.
So, which encoding do you have at your DB side?
Which DB do you use?


check here
https://docs.genesys.com/Documentation/OU/latest/Dep/UTF8Support

[Sosy]

Hi cavagnaro,

Our DB is Oracle 12 and encoding is set to UnicodeLittle.
On the web page you shared I only see info and configuration for Postgre and MS SQL.. makes me think that Oracle has no particular configuration to set 

launched the following query: select value from v$nls_parameters where PARAMETER = 'NLS_CHARACTERSET';
result is AL32UTF8

[Sosy]

Hi cavagnaro,

I set the environment variables NLS_LANG=.UTF8 as described in the documentation:

[i]If you are running an Oracle database, make sure the NLS_LANG environment variable on the host where DB Server is installed is set to match the character encoding of data in the Oracle database; for example, [b]NLS_LANG=.UTF8[/b]. This is especially important when using UTF-8 language encoding, and in all Chinese, Japanese, and Korean language environments. For additional information on specific configuration information for Oracle databases, see the Framework Database Connectivity Reference Guide. [/i]

Now it works! However, seems like i can no longer adding calling list record from genesys administrator with accented letters in it cause i get the error: quoted string not properly terminated (if records are added from external system, it works). If I want to modify records i have to use this notation: Carta di Indentit[b]Ã[/b].

Maybe we have to set the same environment variable on the GA VM, what do you think?

Thanks!

[cavagnaro]

Yes now you have to set the code set in GA, other option is to set the iso 8859 at your Oracle. UTF8 was a suggestion. Idea is that all components should talk same charset.


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