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E-MCF: Customer Chat is Not Disconnecting (or being Notified) When Agent is Disconnected from Chat (Doc ID 2370104.1)

Last updated on JUNE 06, 2019

Applies to:

PeopleSoft Enterprise PT PeopleTools - Version 8.55 and later
Information in this document applies to any platform.


Sample Environment
PeopleTools 8.55.16
CRM 9.2 with IMAGE 13
Test environment



Agent is in a chat conversation (with an employee/customer) and disconnects from UAD toolbar. Agent tries to re-open the chat window to continue the conversation but it is not possible.
Moreover, the employee is not informed that agent got disconnected.

Expected behavior
If chat ends up in halfway state where one side can talk and the other can't, the expectation is that chat should either end with notification or be re-connectable.


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