Omnichannel Agent receives the sound notification but the contact does not appear in the left list


Using Rocketchat omnichat feature as a live chat server for customers.

sometimes when the agent is notified that. anew contact arrives, the notification sound is played but no contact appear on the list of rooms until the agent reloads the page

Server Setup Information

  • Version of Rocket.Chat Server: 4.5.4
  • Operating System: Centos
  • Deployment Method: Digital Ocean Droplet
  • Number of Running Instances: 1
  • DB Replicaset Oplog: enabled
  • NodeJS Version: 14.18.3
  • MongoDB Version: 5.0.6
  • Proxy: nginx
  • Firewalls involved: ipfw rules


Welcome to our Community!

This was an issue on older version.

Can you check on latest 5.X version, or at least at 4.8.6 (latest from 4.X)?