Live Chats Being Dropped
Problem reported by Alex Tzakov - 8/16/2019 at 2:21 PM
Submitted
The past three days we have been experiencing chats being dropped/ended without the customer or the agents ending the session. Twice we have heard the chat alert and the chat did not follow. We also see chats in the completed section that we never saw so we did not reply to. While in an active chat session with a customer it will just disconnect from the user. A few weeks ago Rod in Tech Support helped me with embedding our chat icon and also making the chat icon disappear when we are offline. Maybe this has something to do with it?

Jenny

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Sébastien Riccio Replied
Is the problem appearing when there is a pause in the chat session ? I'm not expert of XMPP protocol and I don't know if the clients or server sends keep alive packets. But it could be that if there are some firewall appliance on the path between the server and the customer, they drop inactive flows after a few seconds/minutes of inactivity.

Only an idea...


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Sébastien Riccio Replied
Oh sorry it's about SmarterTrack. I have no idea if XMPP is used for this. I had SmarterMail in mind...

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