AACC 6.3.210 AACC Web Chat - "You have exceeded your maximum number of concurrent connections"

Doc ID		SOLN233100
Version:		3.0
Status:		Published
Published date:		11 Apr 2017
Created Date:		16 Jul 2013

Author:

welton

Details

Customer found that if a Chat session fails or looses connectivity it appears that there is a stale chat session and the Customer may not be able to start another chat using the same customer ID due to the Concurrent Sessions Limit being reached.

If the customer closes the chat via the Web Chat, the chat is removed from queue and there are no stale sessions.

Problem Clarification

AACC 6.3.210

CCMM Administrations\ Web Comm\ Config\ Concurrent Chat Session is set to 1
Setting the Concurrent sessions to '1' means that a Customer contact can only establish a single Chat session.

Customer contact is determined by the email address entered in the Chat request template.

If a Chat session connection should fail after the initial Chat session is queued, any additional chats will fail. The Error message at Customer Chat indicates that the "You have exceeded your maximum number of concurrent connections"

Cause

When a Chat Session is queued and the Customer end disconnects improperly (network issues, pc closes) it does not send an indication that the Customer left the chat and the chat will remain in queue until answered.

Solution

Current Design intent.
Increasing the concurrent sessions will Assist with the issue and allow no more connections to be established until the each "Queued" chat is answered by an agent

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