Bug: livechat-agent not seeing incoming livechats Guest-pool

[sebudot]

Description:
Rocketchat integrated into iframe.
Routing method guest pool.
Accept with No Online Agents: true.
Show Queue List to All Agents: true.

If a livechat-agent is not on the iframe page when the chat starts he does not see the conversation when he returns to the page in the incoming livechats.

Steps to reproduce:
Routing method guest pool.
Accept with No Online Agents = true.
Show Queue List to All Agents = true.
Change page, start conversation with livechat client.

Expected behavior:
Chats should stay in the incoming livechats queue visibile by all agents assigned to set department even if they logged in after the start/left the page...etc.

Server Setup Information:

Version of Rocket.Chat Server: 0.69.0
Operating System: Ubuntu 16.04.4 x64
Deployment Method: snap
Number of Running Instances: 1
DB Replicaset Oplog: Enabled
NodeJS Version: v8.11.3

[renatobecker-zz]

Hi @sebudot!

I want to suggest you update your server version to our latest version(0.74.3) and then try it again, what do you think?
I was not able to reproduce the issue you described, so it would be good to try it on our latest version.

I'll be waiting for your feedback.
Thanks.

[sebudot]

Hi @renatobecker the problem no longer appears in version(0.74.3) .

Thank you !

[jschirrmacher]

I still experience the same with 0.74.3 - if agents are not logged in when a livechat starts, they wouldn't see it when they log in.

Steps to reproduce:

• Agent 1 is logged in, Agent 2 is not logged in
• A user starts a new livechat
• Agent 1 sees the new livechat but doesn't accept it
• Agent 2 logs in, but doesn't see the livechat

[stevenhfotofix]

@jschirrmacher We exerience the exact same issue as well, excellent write-up of the problem!