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Chat Sessions get Disconnected

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edited Apr 19, 2017 10:26AM in Communication Channels 1 comment

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Hi,

We're having a problem around 1/6th of the time when we're using chat. We have a few agents being able to have a few sessions open up at a time to a possible audience of around 10k. The audience are all on our estate/network - none are public facing.

The agent experiences a disconnection and the chat stops working. In the chat summary report for today there have been around  30 serviced chats with 5 coming under "End-user lost".

How can we diagnose this further? Can/should we raise a SR with Oracle?

My reading suggests that it's possibly a network connectivity issue but what steps would we need to take to either confirm or deny this?

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