Why is the email field for incoming chat sessions populated with anonymous@anonymous?
Chat, PTA, SSL
Chat sessions are assigned an anonymous@anonymous or email@example.com email address when the Pass Through Authentication (PTA) link to the Oracle RightNow end-user page sets HTTPS access and End-user SSL is not enabled for the interface. The chat launch link will shift to HTTP access when End-user SSL is not enabled which causes the parameters to get lost and the email address will assume the default address.
There are two options that correct this issue:
Option 1: Enable end-user SSL
Option 2: Change PTA access for URL from HTTPS to HTTP
Please submit a service request to Ask Technical Support if you would like to go with Option 1 because a change needs to be made on our end.
This issue can occur when accessing chat from the end-user pages.
For more information, see the following related answers:
Answer ID 4200: E-mail Addresses in Chat
Answer ID 8283: Customers bypass the login pages and end up with an email of firstname.lastname@example.org