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For Automatic Transfer No Customer Name Is Displayed On Chat Tab Bar (Doc ID 2793792.1)

Last updated on AUGUST 26, 2021

Applies to:

Siebel CRM - Version 15.15 [IP2015] and later
Information in this document applies to any platform.

Symptoms


In the use case of an automatic chat transfer the  customer name is not displayed on Chat Tab Bar


The issue can be reproduced at will with the following steps:
1. Agent 1 accepts the chat session and talk to  the client.
2. Agent 1 clicks on the "Logout" button on the communication panel, the chat session is not closed.
3. Chat server (Genesys server in this case) redirects chat session to another agent.
4. Agent 2 accepts this semi-transferred chat, there is no customer name on the Chat Tab Bar when an incoming message is received.


Cause

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In this Document
Symptoms
Cause
Solution
References


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