Instant Messages Not Working

Problem reported by csoft - 8/5/2016 at 2:24 PM

Resolved

When we try to send an instant message between agents in Smarter Track it creates a chat window but doesn't seem to work when you try to send messages.

8/5/2016 5:20:49 PM - Agent1 has joined the conversation.
8/5/2016 5:20:49 PM - Agent1: test3
8/5/2016 5:20:49 PM - Agent1 has joined the conversation.
8/5/2016 5:20:54 PM - Agent3 has joined the conversation.
8/5/2016 5:20:56 PM - This instant message is no longer active

16 Replies

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Employee Replied

8/10/2016 at 9:35 AM

Employee Post

Can you let me know the version number you're currently running? The full version can be found in the upper right corner of the interface at Help > About SmarterTrack. I'll see if I can replicate this behavior.

csoft Replied

8/10/2016 at 9:45 AM

12.1.6004.27879

Employee Replied

8/10/2016 at 12:18 PM

Employee Post

Thank you for the version number. I have replicated this issue in my testing environment on the same version. I've also alerted our SmarterTrack team and will post updates here as they become available.

Thank you,

csoft Replied

8/10/2016 at 2:53 PM

Thanks so much!

Artur Rzasa Replied

8/10/2016 at 4:48 PM

also on 12.1.6004.27879, and finding chat with customers drops out a lot too, compared to v11.

This is all too common:-
9:38:56 AM - Disconnected From User
9:38:56 AM - This live chat session is no longer active
9:39:27 AM - stu: hello ?

-- Art

Michael Adams Replied

8/29/2016 at 8:40 AM

Has there been any updates to this Andrea?

Employee Replied

8/29/2016 at 3:57 PM

Employee Post

I unfortunately don't have an update on this, Michael. I will be sure to update the thread when I know more!

Michael Adams Replied

9/19/2016 at 8:13 AM

Would you be able to put a time line on this bug fix? We use this heavily through our contact spikes coming up here soon.

Employee Replied

10/19/2016 at 1:36 PM

Employee Post

Hey Michael, I'm sorry to report that I have no updates at this time.

Michael Adams Replied

10/19/2016 at 1:52 PM

If we upgrade to the latest version, will it work there?

Employee Replied

10/19/2016 at 2:28 PM

Employee Post

I'm not sure that it would, Michael... It COULD be one of those issues that is surprisingly fixed on an upgrade, but there are no guarantees as this issue wasn't addressed in the minor versions released since 12.1.

I see that you do have a ticket with our support team about this... They may be better suited for updates regarding this issue.

heath Replied

1/25/2017 at 2:40 PM

Has there been a resolution to this issue? We're running SmarterTrack 12.4, and seeing the same behavior that was mentioned in the original post.

Michael Adams Replied

1/26/2017 at 10:39 AM

My support ticket yielded this response at the end of November.

"Our developers have confirmed this as a known issue. They have informed me that the fix for this is going to take some time to implement due to the complexity of the issue, as a result I cannot offer an ETA. You may want to look into alternative IM platforms to leverage for the time being. "

Michael Adams Replied

3/31/2017 at 1:00 PM

Checking in to see if we can expect a resolution in the near future?

Employee Replied

4/13/2017 at 12:00 PM

Employee Post

Hello Michael. I unfortunately don't have an update on this functionality. I will keep you posted as I hear more.

Employee Replied

5/11/2017 at 2:42 PM

Employee Post

I'm happy to report that the fix for instant messages and chat rooms will be included in today's SmarterTrack minor release, 12.6.6338! Thank you all for your patience! Please let me know if you see any other unexpected behavior with these items.

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