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  1. Chat Solution
  2. CSN-4498

Agent's "Active" state gets stuck on restarting Comm-server in a particular scenario

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    • Software (SOFTWARE)
    • Sprint# 47 (22 Mar - 4 Apr), Sprint# 49 (21 Apr - 4 May)

    Description

      There are 2 scenarios

      Scenario 1: Minor issue but related to scenario 2

      Agent 1 is on active chat
      Agent 2 is available
      Restart comm-server
      Wait till it get healthy
      Close the chat from Agent 1
      It will still remain in active state but you can change the state to not ready and ready
      Agent 2 doesn't have any impact and you can change the states

      Scenario 2: Major one and it is an impact of scenario 1

      Agent 1 is on active chat
      Agent 2 has a chat to answer (its in active state but didn't answer the chat yet)

      Stop Comm-server

      Initiate 2 more chats (1 would go to Agent 1 and 1 to Agent 2)

      Start comm-server
      Wait till it gets healthy

      No chat is coming to any agents

      Answer the chat from Agent 2 (chat that was on alert before restart comm-server)
      close the chat
      Agent will remain Active and you can't change the state and the reason is that it already has a chat request that we sent after stopping comm-server

      Workaround: Re-login agent

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              awais.aslam Awais Aslam
              jehanzeb.riaz Jehanzeb Riaz
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                Updated: