Live Help Agent console: Text is entered into the integration panel when agent wants to type in email panel. (Doc ID 1665405.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version 1.0 to 1.0 [Release ATG v1]
Information in this document applies to any platform.

Symptoms

Issue
Agent attempting to type in the mail pane of the console is finding that the text is being entered into the right pane instead

The sequence of events
Agent takes customer email and attempts to type a reply.

Where it happened
Live help email console

The significance of loss / customer impact
Agent must ensure text is going into the correct pane

What IS working
Overall email service is working

What is the expected or acceptable result?
Agent should be able to select the left pane and type into it without concern about focus being locked on the right pane.

What about the system has recently changed?
Unknown

Cause

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