Live Help Click to Call Escalation Button Not Present In All Chat Departments (Doc ID 1961009.1)

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
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Agents have noticed that the push link for the Call Center phone number is not present in all chat departments.

EXPECTED BEHAVIOR
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Push link for the Call Center phone number should always be there


STEPS
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1. Take chat
2. Check response library for call escalation link

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, agents can't escalate chats to calls

Cause

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