It's helpful to know the chat routing process in order to understand where in the process a failure will cause one of the errors. At a very high level here is how a chat is routed through the IC system:
Customer browser > Web server > ICM > ICM Bridge (Attribute Server) > IC VESP Servers
When the customer requests a chat session, the request is sent from their browser to the web server. The web server (via the Tomcat JSP engine) sends the request to the ICM (the IC Chat Server). The ICM communicates to the rest of the IC system via the ICM Bridge, which is hosted by the IC Attribute Server.
If the ICM is down or unreachable, the customer will see the chat start to launch, but then stop with the error: "Error in connecting to the server. Please quit."
If the ICM is functional but the ICM Bridge is not, the customer will see the chat start to launch, but then stop with the error: "System is out of service."
(Note that the specific wording of these messages comes from properties set in MultiTenant Administration, and can be changed if desired. Out of the box, "Error in connecting to the server. Please quit." comes from the property chat.phrases.IccCommon.initerror. "System is out of service" comes from the property chat.phrases.OutOfService.)
