LiveSupport not going online (Vista)

[njclark007]

When a couple of our staff members, using Vista, are logged in and available in Live Response it doesn't show the LiveSupport icon as being online (in a certain department).

When another one of our staff member, using Windows XP, is logged in and available in Live Response the Live Support icon now becomes online.

All these staff members are members of the depertmentid for LiveSupport, all the staff members are using the this version.. http://hotfix.kayako.com/winapp/Kaya...E-3.1.1.36.exe


The only difference I can see is that the staff that doesn't go online are both under the group for Administrators and the other staff that allows the LiveSupport icon as being online is under another group. This was working fine on a previously installed SupportSuite server installation.

Perhaps I may need to update my templates again?

[craigbrass]

What version of the server side software (SupportSuite, eSupport or Live Response) do you have running?

[njclark007]

supportsuite.3.11.01 i

[craigbrass]

The staff members in question....are they set to group departments or individual departments. If group, is the group departments set right?

[njclark007]

Everything is set-up properly... The issue may be a "Browser-refresh" or "Page-refresh" issue rather than a Windows Vista specific issue.

[craigbrass]

I suggest you contact Kayako then (http://members.kayako.net -> "Get Support"). They should be able to trace the issue.

[Ryan Lederman]

Ensure that all of the support personnel are associated with Live Chat departments, otherwise their going online will not affect the status of online operators.