Live response tool is not working

[kalpan_vyas]

Hi all

We have 10 Customer service representatives who uses Live response tool to answer customer queries.

Information which meant to be display on live response tool is missing from quite some time.

Pls have a look at attached screen.

1. No Visitor Information on right hand side pane.
2. No information in bottom pane.
3.Displaying 0 active , 0 pending and 0 visitor. It was not correct.
4. Pending chat is showing on right-hand side pane.

Its very annoying and I have noticed we are missing lot of chats because of this.


I have tried contacting Kayako ppl 3-4 times on the same. Every time they send me new visitor_updatefootprint.php and visitor_htmlcode.php file to put on webserver with the instruction of truncating db table swvisitorfootprints and swsession. I followed steps everytime but no luck and its been like this for 3-4 months now.

I am running version 3.20.02. The desktops on which live respponse tool is running is Windows XP and windows Vista.

Any idea on how to fix it?

Thanks in advance
KK

[craigbrass]

Have you downloaded the latest version from http://hotfix.kayako.com/latest.php?...ildtype=stable ?

If this doesn't work, the core php software version you are using is very old. I suggest you upgrade as it will likely fix the issue along with other bugs and security issues.

[John Haugeland]

There have been significant improvements to the live chat subsystem since that nearly year and a half old version, many of which regard the changing browser landscape. Craig is correct: the first and most important diagnostic here would be to bring your helpdesk up to date. There are literally several hundred bugfixes waiting; it is very likely that this difficulty is among them.