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, all strategies should be 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 the Interaction Workspace Application.

Preparation

Prerequisites

• Genesys Framework is running.
• Both Universal Contact Server and Interaction Server have connections to Stat Server.
• Both Stat Server and Universal Routing Server have connections to Interaction Server.
• Chat Server and Interaction Server have each other in their Connections list. Interaction Server has a connection to Chat Server via ESP port.
• Co-browse Server is fully configured, see Installation Procedures
• Interaction Workspace application is configured to work with Co-browse Server, see Installing the Plug-in for Interaction Workspace
• Co-browse JavaScript snippet is on your website

Start of Procedure

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

End of Procedure

Next Step

Testing Co-browse Instrumentation

Testing Co-browse Instrumentation

Start of Procedure

Open instrumented page in a supported browser. Testing procedures refer to this page as the Master Page.

End of Procedure

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

Problem: Buttons are absent.

Possible causes of 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. There is a network problem.

Important

To further investigate a problem, enable master browser console log in your instrumentation script. For details, see Enabling console logs.

Next Step

Testing Co-browse Without Chat

Testing Co-browse Without Chat

Possible causes of problem:

1. The URL used is incorrect.
2. Localization settings for slave are incorrectly specified in the Slave section of the Co-browse application.
3. Network problems.

Important

To view the debug log in a slave browser, insert ?debug=1 at the end of the slave URL and reload the page. For details, see Set slave browser logging level to debug