ECE chat customer side termination

[knabin]

We are using ECE 11.6 integrated with UCCE 11.6.

There is an intermittent issue were the chat gets abnormally terminated without notifying both agent and customer. For both sides, the chat seems to be active but the other person is not responding whereas actually the chat has ended when we checked in audit. Have anyone experienced such an issue and knows a solution?

Also, is there any cache setting to be configured in IIS.

[bill.king1]

Hi, you didn't mention what ES you are on, but some of them seem to contain a number of addressed bugs. 11.6 ES4 for instance calls out this one, which sounds somewhat similar to your scenario, albeit a little vague.

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvk19133?rfs=iqvred

[knabin]

We are using eGain 15.5.3. and yet to upgrade in production. I can't find the ES for that.

[Omar Deen]

In your first post, you said you're using ECE 11.6 and now you're using eGain 15.5.3... which one is it?

[knabin]

The post was initially for our testing environment which was ece 11.6.

In production, we are yet to upgrade and have egain 15.5.3. And facing the same issue.