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Testing and Troubleshooting the Co-browse Solution

Use the following procedures to test that a Genesys Co-browse solution is configured correctly.

Required Components

The following components are the minimum required for testing:

  • Local Control Agent
  • DB Server
  • Configuration Server
  • Solution Control Server
  • Genesys Administrator
  • Stat Server
  • Universal Routing Server
  • Interaction Server
  • Chat Server
  • Interaction Workspace
  • Co-browse Server
  • Interaction Workspace Co-browse Plug-in
  • Business Process for Chat interactions with all strategies activated for the proper Interaction Server Application
  • Multimedia Switch, one Place with Chat DN

You must also have at least one agent that can log in and go ready for Chat using Interaction Workspace.

Preparing for Testing

Prerequisites

  • Genesys Framework is running.
  • Both Universal Contact Server and Interaction Server have connections to Stat Server.
  • Both Stat Server, Universal Routing Server, and Chat Server have connections to Interaction Server.
  • Interaction Server has a connection to Chat Server through the ESP port.
  • Co-browse Server is installed and fully configured. See Installation Procedures.
  • Interaction Workspace is configured to work with Co-browse Server. See Installing the Plug-in for Interaction Workspace.
  • The Co-browse JavaScript snippet is on your website. See Basic Instrumentation.

Start of Procedure

  1. Start the required servers.
  2. After each server starts, check its trace log for errors.
  3. In Interaction Workspace, Log in as an agent and go ready for Chat.

End of Procedure

Next Step

Testing Co-browse Instrumentation

Start of Procedure

  1. Open an instrumented page in a supported browser — this page is referred to as the Master page.

End of Procedure

Successful result: The Live Chat and Co-browsing buttons are present on the page.

Problem: The buttons are absent.

Possible causes of the problem

  1. The page is incorrectly instrumented. To verify, open the page source and confirm the instrumentation script is present and correct. For details, see Website Instrumentation.
  2. Co-browse Server is not running or not working properly. Check the Co-browse Server trace log.
  3. Localization settings for the Master page are incorrectly specified in the instrumentation script. For details about localization settings, see Localization.
  4. The network has a problem.
Important
To further investigate a problem, enable the Master browser console log in your instrumentation script. For details, see Enabling console logs.

Next Step

Testing Co-browse Without Chat

Opening the Slave Page

Prerequisites: You have successfully completed Preparing for Testing.

Start of Procedure

  1. Open the Slave page using http://<Co-browse_Server_host>:<port>/cobrowse/slave.html.
    For example: http://localhost:8700/cobrowse/slave.html

End of procedure

Successful result: The Slave page opens and has an edit box for the Session ID.

Problem: The edit box does not appear.

Possible causes of problem:

  1. The URL is incorrect.
  2. The localization settings for the Slave are incorrectly specified in the slave section of the Co-browse Server application. For details about localization settings, see Localization.
  3. The network has a problem.
Important
To enable the debug log in the Slave browser, insert debug=1 into the Slave URL and reload the page. For details, see Enabling Console Logs.

Next Step

Starting a Co-browse Session

Prerequisites: You have successfully completed Opening the Slave Page.

Start of procedure

  1. In the Master page, click Co-browsing.

End of procedure

Successful result: The Co-browse session starts and the Session ID appears on the page.

Problem: The Co-browse session does not start.

Possible causes of problem:

  1. It could be an intranet problem if the Master page is viewed on Internet Explorer (IE) 10 or IE 11. For details, see Troubleshooting the intranet problem in IE10 and IE11
  2. Co-browse Server is not responding or not working. Check the Co-browse Server debug log.
  3. The network has a problem.

Next Step

Joining the Slave to the Co-browse Session

Prerequisites: There are no problems when Opening the Slave Page and Starting a Co-browse Session.

Start of procedure

  1. Copy the Session ID from the Master page and paste it into the edit box on the Slave page.
  2. Join the session.

End of procedure

Successful result: The Slave user successfully joins the session.

Problem: The Slave user cannot join the session.

Possible causes of problem:

  1. Co-browse Server is not responding or not working. Check the Co-browse Server debug log.
  2. The network has a problem.

Next Step

Testing Co-browse With Chat

Initiating a Chat Session

Prerequisites: You have successfully completed all previous test procedures.

Start of Procedure

  1. Confirm that an agent is logged in and ready for Chat in Interaction Workspace.
  2. On the Master page, click Live Chat.

End of Procedure

Successful result: The Chat Widget opens and the agent receives the Chat interaction.

Problem: The agent does not receive the Chat interaction.

Possible Causes of the Problem:

  1. The Chat inbound strategy is not activated or activated on an improper Interaction Server or Universal Routing Server.
  2. Stat Server is not working properly. See the Stat Server debug log.
  3. Universal Routing Server is not working properly. Universal Routing Server may not be processing your Chat inbound strategy or your Chat inbound strategy is not working as expected. See the Universal Routing Server debug log.
  4. The necessary eServices components do not work properly. See the Chat Server, Interaction Server, and Universal Contact Server debug logs.
  5. The agent cannot initiate a Chat session. Verify that the proper Capacity Rule is assigned to the agent.
  6. Interaction Workspace cannot handle Chat interactions. See the Interaction Workspace debug log.
  7. The network has a problem.

Next Step

Starting the Co-browse Session

Prerequisites: You have successfully completed Initiating a Chat Session.

Start of Procedure

  1. As an agent, accept the Chat interaction.
  2. Open the CO-BROWSE tab of the Chat interaction.
  3. From the Master page, click Co-browsing.

End of Procedure

Successful Results:

  • The Co-browse session starts.
  • The Session ID appears on the Master page.
  • The Co-browse page automatically opens in the CO-BROWSE tab for the agent.

Problem 1: The Co-browse session does not start. The Session ID does not appear on the Master page.

Possible causes of problem 1:

  1. It could be an intranet problem if the Master page is viewed in IE10 or IE11. For details, see Troubleshooting the intranet problem in IE10 and IE11.
  2. Co-browse Server is not responding. See the Co-browse server debug log.
  3. The network has a problem.

Problem 2: The Co-browse session starts but the Co-browse page does not automatically open for the agent.

Possible causes of problem 2:

  1. Interaction Workspace is incorrectly configured to work with Co-browse Server. You must configure Interaction Workspace's relationship with Co-browse Server:
  2. Co-browse Server is not responding. See the Co-browse Server debug log.
  3. The network has a problem.

Troubleshooting the Intranet Problem in IE10 and IE11

IE10 and IE11 do not allow WebSockets on local domains. Internet Explorer uses a built-in algorithm to determine if the domain is local and falls under IE's Local intranet security zone rules. This algorithm is affected by several factors, one of which is the browser's proxy settings. If your domain is listed as "excluded" from proxying, then IE treats your domain as local and does not allow WebSockets to be opened.

To overcome this, you can disable IE's intranet network settings. Go to Tools > Internet Options > Security > Local intranet > Sites and deselect each checkbox:

Disable the intranet network settings.

If you reach Co-browse Server by an internal IP address (such as 192.168.XX.XX), you can overcome the problem by adding a "fake" domain in the hosts file. For example: 

192.0.2.10    cobrowse.com

Next, modify your website instrumentation to use the "fake" domain (in this case, cobrowse.com) for the URL of your Co-browse application. 

<script>(function(co, b, r, o, w, s, e) {
  e = co.getElementsByTagName(b)[0];
  if (co.getElementById(r)) return;
  s = co.createElement(b); s.id = r; s.src = o;
  s.setAttribute('data-gcb-url', w);
  e.parentNode.insertBefore(s, e);
})(document, 'script', 'gcb-js',
 'http://192.0.2.10:8700/cobrowse/js/masterApp-build.js',
 'http://cobrowse.com:8700/cobrowse'
);</script>
Important
This problem is unlikely to happen in production environments because Co-browse Server is in Internet Explorer's Internet zone for end users. It may occur when testing the Co-browse solution if Co-browse is deployed in a local network and used exclusively within a company.
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