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Cisco Bug: CSCuj89361 - CIM 9 Agent browser hangs and chat window on customer side stays active

Last Modified

May 04, 2016

Products (1)

  • Cisco Unified E-Mail Interaction Manager

Known Affected Releases

9.0(1)

Description (partial)

Symptom:
Agent in chat with customer, Agent Browser hangs and agent has to kill the process to restart,  Customer gets no messages or re-routed to new agent after the connection is severed from agent side.

customer still thinks that the agent is connected and is waiting for reply to queries

Conditions:
CIM version CIM 9.0.1 /ICM 8.5.1 /IE 9, JRE 1.6_35

Agent has successfully started chat with customer, during the chat process, the Agent's browser becomes unstable and the agent has to kill the IE process and restart.  The Customer does not get any update that the agent has disconnected and continues to type in the chat window.
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