Genesys Engage on-premises

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  • 1.  Async chat disconnect from Customer end

    Posted 08-17-2022 02:12
    In Async, if there is any issue with party side network or other network level issue... then is it possible to disconnect the chat from other end also...

    On considering Agent call as A and Customer call as C....

    Facing below issue in Async platform...

    Agent goes offline due to network issue, but customer stays active in chat. In this case, same chat routing to other agent..But that needs to be disconnected. Kindly share your thoughts

    SmartConnect Technologies Pvt. Ltd

  • 2.  RE: Async chat disconnect from Customer end

    Posted 09-14-2022 08:35
    Hi Satish!  I have reached out to Product Management who has provided more information for you below:

     Here's the snippet: 

    • To enable a session restoration by Agent Desktop or Workflow, set the appropriate value for the configuration option session-restore-extend-by(introduced in Chat Server version 8.5.312.10) and session-restore-push-send (Introduced in Chat Server version 8.5.315.05), and also set the value for flex-push-on-join (Introduced in Chat Server version 8.5.315.05) to true. This functionality is supported in Workspace Desktop Edition (WDE) version 5.145.06 or later. Upon joining a chat session, a custom Agent Desktop can also implement a session restoration by making several attempts to reconnect to that chat session and providing a special KVP "ChatServerWebapiToken" in the userdata of the Join request (this must be taken from the interaction userdata). Performing a session restoration using Agent Desktop is required only for a GMS-based web chat; it is not used in social messaging channels where Digital Messaging Server (DMS) is solely responsible for the chat session restoration.


    WDE can only restore the chat session from the same Chat Server instance which was initially processing the chat session prior to being restarted. WDE is not aware of (and so cannot use) any other instance of Chat Server.

    Please let me know if you have any other questions.  Thank you! 

    Ginger Alford
    Program Manager, Product Strategy & Operations
    Genesys - Employee

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