Chat
1. Problem
In a scenario where a visitor is browsing pages of the organization's website that have been treated for Proactive chat, the URL of the visitor's computer is not displayed to the Chat user in the Site Visitors pane.
Cause
Server details are incorrect.
- OR -
Servers are not accessible from the TreatCodesample page.
- OR -
Proactive filter is not configured correctly.
Solution
Perform the following steps:
a. Ensure that the Proactive filter is configured correctly in Business Administrator.
b. Ensure that the correct path is specified for the sChatURL and sTrackURL tags in the TreatCodeSample.htm file.
var sChatURL = "http://<Chat Server>/Media";
var sTrackURL = "http://<Chat Server>/WebTrak";
c. Ensure that the web.config file of the Webtrak server is configured properly and Windows service on the computer where Application Server is installed is accessible from Webtrak server.
2. Problem
As a Chat user, I am unable to perform operations on a chat request after accepting it. Further, the Transcript window is not visible after clicking on Accept button.
Cause
The address of the Chat server is not configured in Business Administrator or the Chat server is not accessible from the computer where Desktop Client is installed.
Solution
Perform the following steps on the computers where Desktop Client is installed:
a. Log on to Business Administrator.
b. Click Options.
c. In the Chat Cluster URL field, specify the URL in the http://<Chat Cluster Server>/<Virtual Root>/ format. This path must be accessible by users.
d. Click Save.
3. Problem
When I open a Message from the Interaction window, the value I defined for a Message Object Property in the Chat workspace is not reflected.
Cause
The Message Object Property is a user-defined Property created by the Business Administrator user, and is not updated in the Chat Server.
Solution
Perform the following steps:
a. Restart the Application Server.
b. Restart the TLChatWinService Windows service.
c. Reset IIS.
d. Ensure that the database replication is working fine.
When a visitor tries to start a chat session from the CampusNexus CRM website, the "All users are busy" message is displayed to the visitor. In addition, Chat users are unable to initiate Proactive chat sessions and internal chat sessions.
Cause
You have created a Team Routing Rule for the Chat Medium with the Action Route to <team>. When creating this Rule, you did not click Done after selecting the Team to which chat requests must be routed.
Solution
Ensure the following:
◦ Delete the Team Routing Rule and create it again. Ensure that you click Done after selecting the Team to which chat requests must be routed.
◦ Ensure that the database replication is working correctly.
◦ Ensure that the Chat Cluster URL is specified correctly in Business Administrator.
5. Problem
When any of the Media Options are changed from Business Administrator, changes are not reflected in the Chat workspace.
Solution
Restart Desktop Client.
6. Problem
I am unable to start a chat session when the Chat Web Component is installed on a Windows Server, or on a computer with IIS.
Cause
Chat Server is unable to connect to Application Server, because the Media virtual directory is running under the IUSR account.
Solution
Carry out the following steps:
a. Create a user account with the same login name on both the IIS Server computer, and the computer on which Application Server is installed.
b. Grant the necessary permissions to the newly created user account on Application Server computer.
c. On the IIS Server computer, grant permissions to this user on the Media virtual directory, and on the Crypto key in the MachineKeys folder.
d. Modify the login credentials for the Media virtual directory to run under this user account.
e. Modify the login credentials of the TLChatWindowsservice service to run under the user account that has administrator privileges.
7. Problem
When working on a Windows Server computer, I am unable to upload files during a chat session.
Cause
The size of the file you are trying to upload exceeds 200 KB. By default, the ASP running on IIS on a Windows Server operating system restricts the request size to 204800 bytes (i.e. 200 KB).
Solution
Modify the acceptable request size. To do so:
a. Stop IIS.
b. In the command prompt of the Windows Server computer, type C:\windows\system32\inetsrv\metabase.xml, and press ENTER. The XML file is displayed.
c. Update the value for the ASPMaxRequestEntityallowed property to reflect a larger size. You can now upload files up to the specified size from the Chat workspace.
8. Problem
During a chat session with a visitor, the following message is displayed:
“Sorry. Your session has expired.”
Cause
If no messages are exchanged between a user and a visitor for the duration set for session expiry, the chat browser on the visitor’s site times out, and the above error message is displayed.
Solution
Contact your administrator if the Expiry Time Media Option needs to be set to a higher value.
9. Problem
I do not receive a chat request notification when a chat request arrives.
Cause
This could happen due to any of the following reasons:
◦ The method by which you should be notified has not been specified.
◦ The registration with the Notifications server has failed.
Solution
From the Tools menu, select Options, and in the Notifications tab, select how you want to be notified.
If the notification did not arrive because the registration with the Notifications server failed, wait for ten minutes. The registration is revived automatically every 10 minutes.
10. Problem
When a visitor initiates a chat session, a message indicates that the chat facility is not available.
Solution
Check the Event log. If no errors are found, reset IIS.
11. Problem
When I click the File Upload button, the following message is displayed:
File can not be uploaded Error is showing while uploading Files.
Solution
Ensure that the File Upload option is configured correctly. Please refer to the Installation Manager Help for information on configuring the File Upload option.
12. Problem
Chat requests that are successfully routed to the respective Teams are not routed to chat users in the Teams, although the users are logged on to the Chat workspace, are available for Chat, and have Use Media Chat Permission.
Cause
The Replication process has failed.
Solution
Ensure that the Microsoft ® SQL Server Agent service is running on the Microsoft ® SQL Server.
13. Problem
I am unable to open an uploaded file.
- OR -
The visitor is unable to open an uploaded file.
Cause
The Internet Protocol (IP) address configured on the IIS for file upload is such that if the published IP address is defined, only the visitor can open an uploaded file.
Solution
Ensure the following:
a. Ensure that you can access the Internet Protocol (IP) address configured on the IIS for file upload to enable visitors to view uploaded files.
b. Ensure that the File upload Physical directory has Full access to the anonymous user
c. The computer where the file upload is configured must be accessible by the Desktop Client user and visitor.
14. Problem
My chat server has two Network Interface Cards (NICs) configured on it. I accept a chat session initiated by a visitor. If IIS shuts down during the chat session, I am unable to recover the chat transcript.
Cause
Desktop Client tries to recover the chat transcript by using the IP Address configured as the Chat URL in Business Administrator. For a server with more than one NIC, if the chat virtual directory is bound to an IP address different from the above configuration, the chat session cannot be recovered.
Solution
Ensure that the chat URL configured in Business Administrator resolves the correct IP Address.
15. Problem
The visitor does not receive my chat messages, and is also not notified when I end the chat session.
Cause
The IIS may have stopped responding or you may have attempted to recover a lost chat session. The problem occurs because the lost chat session is not recovered on the IIS server where the session originally belonged, but on another IIS server in the cluster. As a result, the end session notification sent by the new IIS server does not reach the visitor.
Solution
If the IIS server stops responding and recovers later, you can wait for the visitor to recover the session. However, if the visitor is unable to recover the chat session, you can recover the session from the Chat workspace and log the chat session as an Interaction.
16. Problem
Details of new visitors browsing treated pages of the corporate website are not displayed in the New Visitors tab of the Chat workspace.
Cause
This could occur due to the following reasons:
◦ The property is not cached by chat server.
◦ Database replication is not working.
Solution
If property is created recently, it will take some time to get cached. To cache the property manually, perform the following steps:
a. Restart Application Server.
b. Restart the TLChatWinService windows service
c. Reset IIS.
If the Database replication is not working, drop and reconfigure the database replication.
17. Problem
I create an Interaction from a chat session. The time of the Message Received Event created for the Interaction is a few minutes ahead of the time set on Main database.
Cause
The time on the server where Media Database is installed is not the same as the time on the server where Main database is installed. When a chat session ends, the creation time of the message received event is updated with the time the message got created in Media database.
Solution
The time on the media server must be synchronized with the time on Main database.
18. Problem
The chat session expires when uploading large files.
Solution
Increase the time set for Expiry in the Team Media Option.
19. Problem
When a visitor clicks the Estimate button to view the Estimated Wait Time and Position in Queue, the following message is displayed:
“You may already have an ongoing chat session or this chat request may have timed out.”
Cause
During the upgrade process, the foreign key relation between tblrequest and tblmediacontext6 tables is not removed.
Solution
Remove the foreign key relation using SQL Server Management Studio.
20. Problem
IIS is unable to log events in the chat transcript file for an Interaction when Main database shuts down, and the Interaction is not updated to reflect new events.
Solution
Messages are saved in an XML file. When the Main database restarts, try recovering the chat session by checking the checkAlive option. Later, you can end the chat session.
Operations in the Chat workspace result in errors. Scenarios where this has been noticed include:
a. User1 transfers a session to user2, which user2 accepts. Before a notification for this event is received, if user1 tries to end the session, an error message is displayed. If user1 tries to delete the session, another error message is displayed.
b. When an active Chat session expires, and the user tries to add a snippet, the details in the My Sessions pane are displayed in red. If the user clicks Recover, the session is deleted.
c. If user1 ends an internal session first, the session will remain active for user2. When user2 tries to end the session, a message is displayed, stating that the request has been deleted.
Solution
Close the Chat workspace and open it again.