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B2B Service Agents Receives Duplicate Incoming DCS Chats From Customers (Doc ID 2815277.1)

Last updated on OCTOBER 28, 2021

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.21.04.0 to 11.13.21.07.0 [Release 1.0]
Information in this document applies to any platform.

Symptoms

DCS chat is creating duplicate live window (LW) chats interactions for agents, When customer initiating a chat request from DCS chat portal, agents are seeing two incoming chat request at the same time from the same customer in live window , When agents accepts two chat interactions one chat interaction is active and other remains "dead"

 

 

Cause

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In this Document
Symptoms
Cause
Solution

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