Sound notification not playing for all logged in chat agents

  • Resolved inezcornell

    (@inezcornell)


    4 years, 9 months ago

    Chat agents are using Chrome.
    Sound is enabled on all desktops and working for other applications.
    All are logged in and active.

    The sound notification is not playing on Radleys agents computers. It is periodically playing on one agent’s computer, but not at all on many others.

    One suggestion is that the sound file is missing, as this link appears to have an error: in the browser console (When logged in as admin) I get this error for the file:
    “GET https://www.radleys.com/wp-content/plugins/wp-live-chat-support/includes/sounds/general/ding.mp3 404”

    Please can you advise?

    Thanks
    Inez

    The page I need help with: [log in to see the link]

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Author wp3cx

    (@wp3cx)

    Hi @inezcornell ,

    Could you please browse to /wp-content/plugins/wp-live-chat-support/includes/sounds/general/ directory on your server and see if the files are there?

    Thread Starter inezcornell

    (@inezcornell)

    Please could you give me the full url – would it be:

    https://www.radleys.com/wp-content/plugins/wp-live-chat-support/includes/sounds/general/directory

    Thanks
    Inez

    Plugin Author wp3cx

    (@wp3cx)

    Yes but don’t navigate via a browser as it won’t work. You need to check server side, using an FTP client, a web file manager, ssh etc

    Thread Starter inezcornell

    (@inezcornell)

    Thank you, I believe this is resolved.

    DO you have any user training guides I could have?

    Plugin Author wp3cx

    (@wp3cx)

    Glad you got it sorted!

    I believe you can find all the information you need on this page: https://www.3cx.com/wp-live-chat/.

    If there’s something you cannot find or need hep with we’re here to assist ??

    Thread Starter inezcornell

    (@inezcornell)

    It’s actually only ringing once and then stopping, even though I’ve set to ‘no maximum’ on the rings?

    Also, it is crashing WP often and giving a 429 error. Is the plugin upsetting the WP back office?

    Thanks
    Inez

    Plugin Author wp3cx

    (@wp3cx)

    Hi,

    How did you set the option to “no maximum”? Are you referring to the “Number of chat rings” option under Settings -> Advanced Features?

    Regarding the 429 error you are getting, are you using Cloud chat server mode or On-Premise?

    Thread Starter inezcornell

    (@inezcornell)

    Morning

    How did you set the option to “no maximum”? Are you referring to the “Number of chat rings” option under Settings -> Advanced Features? – Yes, but I’ve now tried setting it to 20 and it gets the same results (one cut off ring)

    Regarding the 429 error you are getting, are you using Cloud chat server mode or On-Premise? – We’re using ‘3CX High Performance Cloud Servers’. Could the plugin be affecting server performance causing timeout issues?

    Thanks
    Inez

Viewing 8 replies - 1 through 8 (of 8 total)
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