The reason code 2 for an agent is correct behaviour, it's an option in WDE.
For every Chat connection, there will be TWO reasons written to the logs. One is the Client and the other is the Agent. Check the full string of the loge message:
2018-07-05T12:01:26.352 Int 59256 data: user uid=00B15B3DFA3D0001 (type=CLIENT) removed from session with sid=00B15B3DFA3D0002 and intx=00026aDKPHG00046 with reason=3 (left due to disconnect)
2018-07-05T12:01:26.388 Int 59256 data: user uid=00B15B3DFA450003 (type=AGENT) removed from session with sid=00B15B3DFA3D0002 and intx=00026aDKPHG00046 with reason=2 (left with request to close forcedly)
in the above example the client (customer) ended due to disconnect, which then forced the removal of the Chat from the agent.
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Ian Middleton
British Telecommunications PLC
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Original Message:
Sent: 11-07-2018 14:47
From: Benoit Dupuis
Subject: Chat Server disconnections
We are having the same error message : (type=AGENT, style=HUMAN) removed with reason=2 (left with request to close forcedly)
or with reason=3 (left due to disconnect).
I also noticed the following error : (46 msec elapsed) session restoration failed during 'transcript reconstruction' for intx=0000PaDUD41H0YXE by uid=01415BDC44FB0AF7 due to Bad secure key
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Benoit Dupuis
Hydro Quebec
Original Message:
Sent: 11-02-2018 05:15
From: Ankush Khare
Subject: Chat Server disconnections
Hi,
Yes Customer says they are not disconnecting, Chat session just terminates in between. Flex timeout is set to 10 minutes as of now.
This is the reason code after disconnection:
reason code = '2' left with request to close forcedly
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[Ankush] [Khare]
Original Message:
Sent: 11-02-2018 05:11
From: Ian Middleton
Subject: Chat Server disconnections
Are you sure it's not the customer disconnecting? What value is the Chat Server option flex-disconnect-timeout? This may need to be increased.
What do the Chat Server logs say?
Look for the reasons codes:
reason code = '0' left
reason code = '1' left with request to close if no agents
reason code = '2' left with request to close forcedly
reason code = '3' left due to disconnect
reason code = '4' removed by other party
reason code = '5' removed by the server
reason code = '6' removed due to bad secure key
if the customer (the CLIENT) is disconnecting you will see something like:
2018-07-05T12:01:26.352 Int 59256 data: user uid=00B15B3DFA3D0001 (type=CLIENT) removed from session with sid=00B15B3DFA3D0002 and intx=00026aDKPHG00046 with reason=3 (left due to disconnect)
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Ian Middleton
British Telecommunications PLC
Original Message:
Sent: 11-01-2018 02:33
From: Ankush Khare
Subject: Chat Server disconnections
Hello Guys,
The chat disconnection is not happening for all chats. It's very random.
1. Is your GMS is connected with chat server proper. (you can see on GMS startup logs)? --- > Yes properly as chats works fine. it's random chat disconnections.
2. Is your chat server generating session?Yes properly as chats works fine. it's random chat disconnections.
3. Are you using any GMS cluster? Yes GMS Cluster.
4. Is the interaction getting created on UCS interaction table? Yes
5. Is the interaction reaching to interaction server for processing? Yes
I have opened a support ticket for same.
I will let you know guys what was the root cause :)
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[Ankush] [Khare]
Original Message:
Sent: 11-01-2018 02:27
From: Sudherson Nadar
Subject: Chat Server disconnections
Hi Ankush,
The information which you have shared is not sufficient for us to troubleshoot the issue, please answer my quick question which are listed below:
1. Is your GMS is connected with chat server proper. (you can see on GMS startup logs)?
2. Is your chat server generating session?
3. Are you using any GMS cluster?
4. Is the interaction getting created on UCS interaction table?
5. Is the interaction reaching to interaction server for processing?
Awaiting for your value reply.
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Sudherson Nadar
Moksa Technologies Pvt. Ltd.
Original Message:
Sent: 10-30-2018 00:13
From: Ankush Khare
Subject: Chat Server disconnections
Hi Team,
I am facing an issue in production where Chat is getting disconnected frequently.
Chat comes through GMS and then to Chat server.
Whenever disconnections happens there is an error in Chat server logs .
requestResult 'ERROR'
errorID '8196'
error 'No such user exists'
can anyone please tell me what is the meaning of this error ? i cannot find any reference in any of the docs for this error?
I need to figure out if chat server is causing this disconnect or its the client side sending disconnections.
Thanks
#DigitalChannels
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[Ankush] [Khare]
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