Troubleshooting Chat

Last Updated : Jun 08, 2018 |

Examining UCA attributes, user profiles and other features

To debug Unified Collaboration Administration, go to each of the following URLs twice in your browser, once for each node:

http://<Oceana Cluster 1 IP address>/services/UCAStoreService/uca/attributes
http://<Oceana Cluster 1 IP address>/services/UCAStoreService/uca/userprofiles

If UCA is active, attributes configured by Avaya Control Manager appear in the response. For example, if the attribute Language.English has been configured, {"category":{"name":"Language"},"value":"English"} appears in the response.

Checking certificates in the keystore

To check which certificates are included in the keystore, do the following:

  1. SSH into the Avaya Breeze® platform node.

  2. Switch to the root user by entering the following command:

    su sroot

  3. Run the following command to obtain the keystore password:

    usr/java/default/bin/java -cp/opt/Avaya/aus/db/cdb.sh:/opt/jboss/lib/jbosssx.jar com.avaya.asm.mgmt.cli.JBossFilePasswordDecoder/opt/jboss/server/mgmt/conf/tm/keystore.password

  4. Run the following command to see certificates in the keystore:

    keytool -list -keystore/opt/IBM/WebSphere/AppServer/profiles/AppSrv01/config/cells/${NODENAME}/trust.jks -storepass${PASSWORD} —v

    Note:

    The keystore password appears as ${PASSWORD} in this example.

Important:

${NODENAME} generally obeys the following syntax:

${hostname}Node${nodeNumber}.

Common issues

The following table lists common issues related to Chat, and how to troubleshoot these issues:

Issue Description

Cause

Action

The Web UI reports a connection error when opening a chat with an unencrypted WebSocket.

The Web UI server has not been whitelisted in the OmniChannel Admin as an approved origin for the chat.

To check if UCA is active, open the OmniChannel Admin and ensure that the External Web Server Domain entry is not blank. For testing, set this to * to allow connections from all origins.

The Web UI opens a chat, but a connection error occurs. The CustomerController PU log files show that there was a new connection from the localhost 127.0.0.1.

This issue occurs when there are multiple snapshot versions of the same PU in Gigaspaces, and it does not distinguish between them.

Perform the following steps:

  1. Uninstall the CustomerControllerService SVAR.

  2. Remove any instance of CustomerControllerWeb from the /var/avaya/dcm/gigaspace/deploy folder on the OCP node.

  3. Reinstall the CustomerControllerService.

Automated chat fails. The BotConnector log files show errors similar to:

API [/v1/startchatsession] failed for chatId [<not available>]. Error code: [CHAT_ENGINE_REQUEST_ERROR] Error Message [Automated chat returned error while starting the session]

This issue can be caused by interference from old TLS certificates.

Remove all the old certificates and re-install them.

The chat is opened, and there is an immediate internal error message. The CustomerController PU log files show that there is a NullPointerException while creating the contact in ORC.

This issue occurs when ORC is not able to access Context Store to create a work request ID.

Reinstall the Context Store Rest service and try again.

Chats routes to an agent, but agent cannot answer them. The AgentController log files show the message similar to the following: Contact UUID does not exist in database.

This issue can occur when the AgentController points at the wrong Caché database.

Ensure that the correct cluster is selected from the drop-down list in the ContactCenterService attributes. If you change the setting, verify in the logs that the value has been updated.