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Omni-Channel User receives connection error 'Disconnected from Omni-Channel. Log in again to receive work'

Date de publication: Sep 13, 2023
Description

Omni-Channel users are getting the connection error 'Disconnected from Omni-Channel. Log in again to receive work' while their status is set to 'Available' or 'Online.'

Steps to replicate the issue:

  1. Login as Omni-Channel user.
  2. Set your status to "Available" or "Online".
  3. Duplicate the existing tab for the console app or navigate to another console app within the same browser


Result: Omni-Channel user gets Connection Error "Disconnected from Omni-Channel. Log in again to receive work."

Résolution

Make sure that Omni-Channel users will not navigate outside the Console app while their status is set to "Available" or "Online."

You can’t be logged into Omni-Channel widget and navigate outside of the Console app you are in, or this will interrupt your session. This applies to Chat as well. 

Prevent the 'Connection' error

A feature was released in Summer '19 to prevent this Connection Error from occurring. It’s called 'Display a login confirmation upon loading a console with Omni-Channel' and can be found in Setup, under Omni-Channel Settings.
Learn about this feature in the Summer '19 Release Notes.

 

See Also
Chat/ Omni-Channel is disconnected when the Console browser tab is refreshed
Error "Disconnected from Omni-Channel" When Status Is Changed to Online in Omni-Channel

Numéro d’article de la base de connaissances

000382689

 
Chargement
Salesforce Help | Article