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 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. The network has a 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

Open Slave Page

Prerequisites: There are no problems during Preperation.

Start of Procedure" Open slave page using http://<Co-browse_Server_host>:<port>/cobrowse/slave.html.

Example: http://localhost:8700/cobrowse/slave.html

End of procedure

Successful result: Page with edit box for Session ID opens.

Problem: Edit box does not appear.

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. 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, seeEnabling console logs.

Start Co-browse Session

Prerequisites There are no problems when Opening Slave Page.

Start of procedure

In the Master Page, click Co-browsing.

End of procedure

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

Problem: Co-browse session does not start.

Possible causes of problem:

1. Intranet problem if the Master Page is on IE10 or IE11. 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.

Joining the Slave to the Co-browse Session

Prerequisites: There are no problems when Opening Slave Page and [[TestingGCB#Start_Co-browse_Session|Starting a Co-browse Session.

Start of procedure

1. Copy 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: Slave user successfully joins the session.

Problem: 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

Testing Co-browse With Chat

Initiate a Chat Session

Prerequisites: No problems occur while performing the previous test procedures.

Start of Procedure

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

End of Procedure

Successful result: Chat Widget opens and the chat interaction comes to the agent.

Problem: Chat interaction does not come to the agent.

Possible Causes of the Problem:

1. 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. Necessary eServices components do not work properly. See 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.

Start a Co-browse Session

Prerequisites: No problems occur while 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: Co-browse session does not start. The Session ID does not appear on the Master Page.

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

Possible causes of problem 1:

1. Intranet problem if the Master Page is on 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.

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. For a standalone Co-browse Server, verify that Interaction Workspace's Connection List contains the Co-browser Server application. See Installing the Plug-in for Interactive Workspace. For a cluster of Co-browse Servers, verify the options in the cobrowse section. See Configure a Chat Cluster. Also see the Interaction Workspace debug log.
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

IE 10 and IE 11 do not allow WebSockets on local domains. IE uses an algorithm to determine if the domain is local and falls under the 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. CometD, which the Co-browse solution uses at the transport layer, does not handle the case properly. See http://bugs.cometd.org/browse/COMETD-486.

To fix this error, disable IE's intranet network settings. Go to Tools > Internet Options > Security > Local intranet > Sites and uncheck each checkbox:

Disable the intranet network settings.

Important

This problem is unlikely to happen in production environments because Co-browse Server will be in IE's Internet zone for end users. This problem may occur if Co-browse is deployed in a local network and used exclusively within a company such as when testing a Co-browse Solution