All Live Help Chat Buttons Are Showing As Offline But Customers Can Chat With An Agent (Doc ID 1946516.1)

Last updated on MARCH 02, 2017

Applies to:

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

Symptoms

On : NA version, Chat Infrastructure

ACTUAL BEHAVIOR
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Closed button displays, but customer can chat

EXPECTED BEHAVIOR
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Open button should display when agents are available

STEPS
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The issue can be reproduced at will with the following steps:
1. http://www.apc.com/site/support
2. Note Tech Support Chat Button is greyed out (closed). Press button
3. Chat with agent

BUSINESS IMPACT
-----------------------
The issue has the following business impact: Customers think chat is closed and do not launch chats.

Cause

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