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Chat is launched, but never offered to available agents
Answer ID 9030   |   Last Review Date 02/12/2020

Why is the chat unable to be initiated from customer side?

Environment:

Chat
Oracle Service Cloud

Issue:

Chats initiated by end users are stuck in queue.  They are not being offered up to any of the available agents.  The chat window is launched, but is stuck at the message: "You are number 1 in queue".

Resolution:

One option to check is if the queue is set for external use.  To do this, go to Configuration > Application Appearance > Customizable Menus > System Menus > Chat Queues.

From Customizable Menus, expand the System Menus and click on Chat Queues. Confirm if the External column checkbox is enabled or disabled for any of the queues.

Check whether the External option is ticked for the affected chat queue.  When enabled, this means the chat queue is used for third party app chat requests.  Disable this option (if appropriate) and chats initiated via Customer Portal will route correctly. 

For additional information, refer to the 'External-Queue Security' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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