Live Agent Chat interaction notification issue

AmrL
Tera Contributor

2 hours ago

Service Desk Agents doesn't hear the audio of the notification when they are chatting in live interaction in Service operation workspace. 
They also receive a notification with no body.

I'm trying to check what is the issue, but i couldn't determine it, i also applied all the basic browser troubleshooting, still didn't work.

I also enabled all alerts for the agents, 

AmrL_0-1768566081359.png

 

however, issue persists.

Could you please help me to resolve this issue ?

Regards

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sunilsargam
Kilo Sage

23m ago

Hi @AmrL ,

 

Good day

 

Is this issue happening to all of the agents of any particular agent? Can you check the profile setting for the as given below image.

 

sunilsargam_0-1768570740786.png

 

 

Also there is a system property which might not be enabled by default.  KB Article - KB0784604 

Navigate to System Properties or [sys_properties.list].  Below is the target property.

  • Name: glide.connect.support.enter_queue_audio_alert
  • Description: Where or not Connect Support will notify agents of new users entering a support queue.
  • Value: true/false
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