Troubleshooting. Chat is down due to temporary outages
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- Lawrence Dixon
- 6 years ago
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1 Chat is down due to temporary outages, page 1 You are not configured for Chat and , page 2 An Error Occurred While Joining the Chat Room, page 2 Chat Disconnected, page 2 Cannot Load Predefined Responses, page 2 Manage Chat and Gadget is Blank, page 2 Auto Accept of Failed, page 3 Unable To Load or Reply to Customer , page 3 Connectivity Issues, page 3 Customer Not Found, page 4 Being Worked On by Another Agent, page 4 Editing Reply Is Slow, page 4 Unable to Display Attachments, page 4 Images in Customer Do Not Appear, page 5 Chat is down due to temporary outages If a component fails, the Chat and Control gadget displays the following error message: Chat is down due to temporary outages. If the chat window is not dimmed, you can continue with the active chat sessions. If the chat window is dimmed, or you are ready to end a chat session, click End to close the chat session. If the error is displayed when you are performing an action on the Chat and Control gadget, retry after some time to check whether the system has recovered. Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 10.6(1) 1
2 You are not configured for Chat and You are not configured for Chat and When you log in to the Finesse desktop, the Chat and Control gadget displays the following error message: You are not configured for Chat and . Contact your administrator. An Error Occurred While Joining the Chat Room You accept a chat contact and the following error appears: An error occurred while joining the chat room. The connection to a system component is down. Contact your administrator. Chat Disconnected If a connection failure occurs during your initial attempt to join the chat session or after you join the chat session, the following error appears: Chat disconnected. Click End to close the chat session. The chat contact is marked as discarded. If the condition persists, contact your administrator. Cannot Load Predefined Responses You are in a chat session. No error appears on the desktop but the Predefined Response icon is dimmed. Contact your administrator. Manage Chat and Gadget is Blank The Manage Chat and gadget contains no content (is completely blank). No error message appears. 2 Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 10.6(1)
3 Auto Accept of Failed A system service is down. Contact your administrator. Auto Accept of Failed If auto accept of fails, the following error message appears on the Manage Chat and gadget and you are automatically moved to "Not Ready" state: Unable to accept s. Please contact your administrator for assistance. If the condition persists, contact your administrator. Unable To Load or Reply to Customer You click the tab for an contact in the Manage Chat and gadget or you click Send to reply to an contact and one of the following messages appears: Unable to retrieve customer's . Contact your system administrator. Unable to reply to customer's . Click Send to retry. If the problem persists, contact your system administrator. If the error appears when you click the tab for an contact: 1 Click the Close Tab link that appears beside the error message to remove the contact from the desktop. 2 Contact your system administrator. If the error appears when you click Send to reply to an contact: 1 Click Send to attempt to send the reply again. 2 If the operation fails again, click the Close Tab link that appears beside the error message to remove the contact from the desktop. 3 Contact your system administrator. Connectivity Issues When a system component is down or a network problem exists, one of the following errors appears on the Manage Chat and gadget: Unable to retrieve customer's due to a server connectivity issue. Contact your system administrator. Unable to reply to customer's due to a server connectivity issue. Contact your system administrator. Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 10.6(1) 3
4 Customer Not Found Contact your system administrator. Customer Not Found You click the tab for an contact in the Manage Chat and gadget or you click Send to reply to an contact and one of the following messages appears: Customer's was not found. Contact your system administrator. Unable to retrieve customer's . It may have been deleted. Contact your system administrator. Unable to reply to customer's . It may have been deleted. Contact your system administrator. 1 Click the Close Tab link that appears beside the error message to remove the contact from the desktop. 2 Contact your system administrator. Being Worked On by Another Agent You click the tab for an contact in the Manage Chat and gadget and the following error message appears: This is currently being worked on by another agent. Click the Close Tab link that appears beside the error message to remove the contact from the desktop. You can then continue to work on other contacts. Editing Reply Is Slow If an reply is extremely large, editing the reply may become so slow that the desktop is unusable. Use attachments to send some of the information to the customer instead of including everything in the body of the reply. Unable to Display Attachments You click the tab of an contact to view the customer and one of the following messages appears: 4 Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 10.6(1)
5 Images in Customer Do Not Appear Unable to display attachments: The number of attachments cannot exceed 10. Unable to display attachments: The total size of all attachments cannot exceed 10 MB. Unable to display attachments: The size of a single attachment cannot exceed 2 MB. Although you cannot download the customer attachments, you can still view the text in the body and reply to the customer. Send the customer a reply to let them know that you did not receive the attachments. You can also indicate why the attachments could not be downloaded and ask the customer to resend. Images in Customer Do Not Appear A customer includes an image within the body of an message. The image does not appear in the message when you view it in Finesse. This problem can occur because of the differences in how images are handled by different clients. No error appears in Finesse when this occurs. However, a customer may ask if you received the picture they sent or something similar. Let the customer know that you did not receive the image. Ask the customer to resend it as an attachment. Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 10.6(1) 5
6 Images in Customer Do Not Appear 6 Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 10.6(1)
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