Fix "Agent never joined" issue with Webchat.

Description

Some users are reporting an issue where the webchat client will not join the room after an agent has. This needs to be resolved.

Environment

None

Activity

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arjen9999
January 17, 2010, 11:01 PM

It is also waiting much longer in the 'Start Live chat' screen where you can submit the form with question,email etc, before going to the routing request screen.
It seems like it is getting a timeout there.

Hopefully someone can fix this, if you look for the WARNING: Unable to join chat queue errors in the community, there are a lot of people with these problems, but without solutions yet.

Such a great tool if this could be fixed!

arjen9999
January 17, 2010, 10:52 PM

I have the same problem in 3.6.4. And I also don't use the vcard adapter.
It is random, about every 4/5 connections through webchat.
The agents connects to the room, the webchat clients seems to wait forever at the routing request screen.
The yellow x in que box does not show either. Some messages from the webchat log:

Could not find user in LDAP 1bffeb1d

WARNING: Error retrieving chat setting using key=no_help_text and workgroup=null
service-unavailable(503)

WARNING: Unable to join chat queue.
No response from the server.:

Rob Alexander
October 10, 2007, 8:54 PM

I still get this issue with 3.3.3, and I am not using the VCard adapter.

Shane Shane
September 21, 2007, 11:53 PM

I still get this issue with 3.3.3. We are using the LDAP VCard adapter by Hannes Wüthrich, and it seems that may have a correlation from looking at the logs.

2007.09.21 12:20:30 [org.jivesoftware.openfire.ldap.LdapGroupProvider.getGroupNames(LdapGroupProvider.java:335)
] Could not find user in LDAP 8bdfca3b
2007.09.21 12:20:45 [org.jivesoftware.openfire.component.InternalComponentManager$2.error(InternalComponentManager.java:280)
]
java.lang.NullPointerException
at com.jivesoftware.openfire.fastpath.events.EmailTranscriptEvent.chatSupportFinished(EmailTranscriptEvent.java:93)
at com.jivesoftware.xmpp.workgroup.event.WorkgroupEventDispatcher.chatSupportFinished(WorkgroupEventDispatcher.java:201)
at com.jivesoftware.xmpp.workgroup.Workgroup.roomActivity(Workgroup.java:717)
at com.jivesoftware.xmpp.workgroup.Workgroup.process(Workgroup.java:450)
at com.jivesoftware.xmpp.workgroup.WorkgroupManager.processPacket(WorkgroupManager.java:621)
at org.jivesoftware.openfire.component.InternalComponentManager$RoutableComponent.process(InternalComponentManager.java:490)
at org.jivesoftware.openfire.PresenceRouter.handle(PresenceRouter.java:139)
at org.jivesoftware.openfire.PresenceRouter.route(PresenceRouter.java:69)
at org.jivesoftware.openfire.spi.PacketRouterImpl.route(PacketRouterImpl.java:75)
at org.jivesoftware.openfire.spi.PacketRouterImpl.route(PacketRouterImpl.java:56)
at org.jivesoftware.openfire.muc.spi.MUCRoleImpl.send(MUCRoleImpl.java:248)
at org.jivesoftware.openfire.muc.spi.MUCRoomImpl.broadcastPresence(MUCRoomImpl.java:852)
at org.jivesoftware.openfire.muc.spi.MUCRoomImpl.leaveRoom(MUCRoomImpl.java:654)
at org.jivesoftware.openfire.muc.spi.MUCUserImpl.process(MUCUserImpl.java:480)
at org.jivesoftware.openfire.muc.spi.MUCUserImpl.process(MUCUserImpl.java:133)
at org.jivesoftware.openfire.muc.spi.MultiUserChatServerImpl.processPacket(MultiUserChatServerImpl.java:235)
at org.jivesoftware.openfire.muc.spi.MultiUserChatServerImpl.process(MultiUserChatServerImpl.java:216)
at org.jivesoftware.openfire.PresenceRouter.handle(PresenceRouter.java:139)
at org.jivesoftware.openfire.PresenceRouter.route(PresenceRouter.java:69)
at org.jivesoftware.openfire.spi.PacketRouterImpl.route(PacketRouterImpl.java:75)
at org.jivesoftware.openfire.net.StanzaHandler.processPresence(StanzaHandler.java:306)
at org.jivesoftware.openfire.net.ClientStanzaHandler.processPresence(ClientStanzaHandler.java:85)
at org.jivesoftware.openfire.net.StanzaHandler.process(StanzaHandler.java:231)
at org.jivesoftware.openfire.net.StanzaHandler.process(StanzaHandler.java:153)
at org.jivesoftware.openfire.nio.ConnectionHandler.messageReceived(ConnectionHandler.java:132)
at org.apache.mina.common.support.AbstractIoFilterChain$TailFilter.messageReceived(AbstractIoFilterChain.java:570)
at org.apache.mina.common.support.AbstractIoFilterChain.callNextMessageReceived(AbstractIoFilterChain.java:299)
at org.apache.mina.common.support.AbstractIoFilterChain.access$1100(AbstractIoFilterChain.java:53)
at org.apache.mina.common.support.AbstractIoFilterChain$EntryImpl$1.messageReceived(AbstractIoFilterChain.java:648)
at org.apache.mina.filter.codec.support.SimpleProtocolDecoderOutput.flush(SimpleProtocolDecoderOutput.java:58)
at org.apache.mina.filter.codec.ProtocolCodecFilter.messageReceived(ProtocolCodecFilter.java:176)
at org.apache.mina.common.support.AbstractIoFilterChain.callNextMessageReceived(AbstractIoFilterChain.java:299)
at org.apache.mina.common.support.AbstractIoFilterChain.access$1100(AbstractIoFilterChain.java:53)
at org.apache.mina.common.support.AbstractIoFilterChain$EntryImpl$1.messageReceived(AbstractIoFilterChain.java:648)
at org.apache.mina.filter.executor.ExecutorFilter.processEvent(ExecutorFilter.java:239)
at org.apache.mina.filter.executor.ExecutorFilter$ProcessEventsRunnable.run(ExecutorFilter.java:283)
at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)

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Assignee

MattM

Reporter

Derek DeMoro