Help with vaSystem.isLiveAgentAvailable() - it is not returning the correct result

[YenGar]

Hello! I am hoping someone can help me out with this issue. My current version is Utah and I am trying to figure out why the vaSystem.isLiveAgentAvailable() method is returning 'true' when there are no live agents connected. I have tested this in the designer and it gives me the correct result of 'false' but when I test it in a published topic, it tells me that there are agents I can chat with and when i click to be transferred, then it says there are no live agents available. I am confused and not sure what to do to fix it. 

Testing from the designer - as you can see, it gives me the expected result of false

Testing from a published topic - it says that there are agents when there aren't any

 

 

Script: 

I originally just had it as vaSystem.isLiveAgentAvailable() and set it in a variable output to be used in other steps in the main topic. It just doesn't work regardless of what I do. 

(function execute() {
//get live agent result
if (vaSystem.isLiveAgentAvailable()) {
vaVars.agentAvailable = 'true';
//get avg wait time for queue
var avgWait = new GlideRecord('awa_queue');
if(avgWait.get('609ff3561b49e050306b55392a4bcbba')){
vaVars.waitingTime = avgWait.average_wait_time.getDisplayValue();
       }
} 
else {
vaVars.agentAvailable = 'false';
}
})();

Is anyone experiencing the same thing? Any suggestions of what i can do?

Thank you,

Yen

[Tony Chatfield1]

Hi, I suspect the issue is that in your code 'if (vaSystem.isLiveAgentAvailable())' doesn't test the result of vaSystem.isLiveAgentAvailable(), but tests the existence of vaSystem.isLiveAgentAvailable()

Hopefully running this in a background script will help clarify.

//var test = true;
var test = false;

if(test){
gs.info('test = true | ' + typeof test)

} else {
    gs.info('test != true | ' + typeof test);
}


function test2() {
    
    return false;
   // return 'I am a string';
}

if(test2){
gs.info('test2 = true | '  + typeof test2)

} else {
    gs.info('test2 != true | '  + typeof test2);
}

[YenGar]

I tried this approach but i keep getting the same results unfortunately. I can see the correct value when i test it in the designer but when i test it in the topic, it tells me that there are agents available when no agents are signed in. I am trying to figure out why it's giving me the incorrect value but getting no where. 

Test from designer: 

Test from topic:

and when i click on the option to talk to an agent, then it says there are no agents available. 

It is so confusing and i don't know what I am missing lol

[Tony Chatfield1]

Hi, when you state 'I tried this approach' does this mean that you updated and tested your 'if' statement so that it tests the result that is returned by the call? IE

if (vaSystem.isLiveAgentAvailable() == true) {

for debugging you could also log the result of the call and use typeof to confirm that the result is a boolean value

[YenGar]

Hi Tony, 

Yes, this is what i did and i got the same results

bot response script 1: 

(function execute() {
var test = vaSystem.isLiveAgentAvailable();
if(test){
return ('test = true | ' + typeof test);
} else {
    return ('test != true | ' + typeof test);
}
function test2() {
    return false;
}
if(test2){
return 'test2 = true | '  + typeof test2;
} else {
    return 'test2 != true | '  + typeof test2;
}
})()

bot response script 2:

(function execute() {
if (vaSystem.isLiveAgentAvailable() == true) {
    return "vaSystem.isLiveAgentAvailable returned true";
}
if (vaSystem.isLiveAgentAvailable() == false) {
    return "vaSystem.isLiveAgentAvailable returned false";
}
})()

Output in designer:

Output in the published topic in the portal:

So still confused on what the reason is for this behavior. Please let me know if I did something wrong when testing this. I really appreciate it!