Send Button Does Not Work For Multiple Live Help Chat And Mail Users (Doc ID 1947058.1)

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, Agent Console

ACTUAL BEHAVIOR
---------------
Live Help agent takes chat from queue and attempts to respond to customer. Pressing 'SEND' button does nothing

EXPECTED BEHAVIOR
-----------------------
Agent should be able to press 'SEND' to send response to customer

STEPS
-----------------------
The issue can be reproduced at will by the agent with the following steps:
1. Log into agent's PC as the agent
2. Launch Live Help Agent Console
3. Take chat from queue and type response to customer
4. Press 'SEND' to send response to customer

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, agent cannot chat with customers, reducing number of agents that can response to chats

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms