E-CRM: Chat Session is not Connecting between Available Chat Agent and Employee when the Agent Logs in Using Non Base Language (Doc ID 2763101.1)

Last updated on APRIL 16, 2024

Applies to:

Symptoms

Chat functionality is not working when the Chat Agent logs in using non-base language (Canadian French). 

When the Chat Agent logs in using English (base language), the Chat works fine between the Agent and the Employee.  However, when the Agent logs in using Canadian French (CFR), the Agent Chat window pops up but shows 'Loading' and it never connects with the Employee.

Steps to reproduce the issue:

     On the Agent side:

1.  Log in as a Chat agent using CFR
2.  Activate UAD toolbar and be in Available status

    On the Employee side:

1.  Log in as an Employee
2.  From Employee Self Service homepage navigate to HR Service Center
3.  On any Self service page, click 'Chat with Agent' link to initiates the Chat with the Chat agent.

Although the Agent is available, the Chat initiated from the Employee does not get connected to the Agent.

Cause

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