Livechat offline message

[noc2]

I've already tried testing with ring group or queue and when all agents are offline, the chat continues to appear online. If a visitor starts the chat all messages he types are lost.
Anyone have any suggestions or is there really a bug in this?

 

[Dmitry Yurkin]

Hello Noc2,
Queue's / ring group's user will see new chats when he goes online.
Do you mean logged off or offline?
What version of 3CX do you use?

 

[Taigar19]

We have the Live Chat enabled on our website, and set a ring group as destination.

When all group members from the ring group are offline, the live chat also diplays as offline.
This is working as it should be.
I set the ring group to ring all, don't know if this is necessary.

Can you confirm all group members status is set to away (or DND)?

The offline mesagge left will just go like the regular chat. They will be visible when a group memeber goes online.

 

[noc2]

Hello Noc2,
Queue's / ring group's user will see new chats when he goes online.
Do you mean logged off or offline?
What version of 3CX do you use?

Hi Dmitry,

Do you mean logged off or offline?
I tried both

What version of 3CX do you use?
Version Number
18.0 (Build 418)

 

[noc2]

We have the Live Chat enabled on our website, and set a ring group as destination.

When all group members from the ring group are offline, the live chat also diplays as offline.
This is working as it should be.
I set the ring group to ring all, don't know if this is necessary.

Can you confirm all group members status is set to away (or DND)?

The offline mesagge left will just go like the regular chat. They will be visible when a group memeber goes online.

Hi Taigar19,

I did exactly what you did, but when all agents are offline, the group still accepts new chat as online and send the welcome message instead of the away message. If we simulate as a visitor and open a new chat and type some messages, agents never know about that chat when they go online.

 

[Taigar19]

Can you double check all the agents status?
When you go to the 3CX management console, and then to Users.
There you can select a user, and click the status button.
You will get a popup:


Can you be sure there is no agent with current status available?


When the agent closes the web client, their status does not change.
You have to manually set the status to away.

You can also use the status scheduler.

 

[noc2]

Can you double check all the agents status?
When you go to the 3CX management console, and then to Users.
There you can select a user, and click the status button.
You will get a popup:
View attachment 32564

Can you be sure there is no agent with current status available?


When the agent closes the web client, their status does not change.
You have to manually set the status to away.

You can also use the status scheduler.

Hi Taigar19,

Yes. All agents were in Away status, but I also tried all other statuses and even Logout from the queue.
Anyway, I also did another test adding only 1 agent (me) in a ring group.

I noticed that this behavior is only when you use group or queue.
If you set a direct agent it works fine.

 

[Taigar19]

Hello,
I also have multiple agents in a ring group.
I set scheduled status with every agent.
And everyday at 18.00 the agents status goes to DND, and the live chat goes to offline.

This is only working with a ring group, not with a queue.
If it is not working with you, I suggest to remove the chat and reconfigure it from the start.

If it is still not working, I have no idea what is wrong.
Maybe you can send some screenshots with your settings? I have no other idea to help you