I Created A Campaign. Not Call And Freezes

[dminof]

I created a campaign.

connect an agent.

I press the preview button.

But when I press the dial button does not call and freezes

[SupportTeam]

Please post the vgAgent trace files which have been created in vgAgent's \log\ subdirectory.

 

Please .ZIP up the traces before posting.

[dminof]

Below the log

1014_1021_vgAgent.txt

[SupportTeam]

Trace shows that two incoming calls were sent to the agent:

 

102149.187  1     ev    popup , title=prueba2, link=, len=4, opt=someoptions
102149.187  1           rv: [CIDNUMBER]{}[CIDNAME]{}[$RV_STARTTIME]{2010-10-14 10:21:48}[$RV_DEVICEID]{1}[DlgcVoice]{dxxxB1C1}[DlgcNetwork]{dxxxB1C1}[$RV_CIDNAME]{}[$RV_CIDNUMBER]{}
102149.187  1           AcdEvent_DoPopup_Show begin prueba2, , 

, resetTimer=5, someoptions
102149.187  1           AcdEvent_DoPopup_Show using default HTML template (vgAgentPopupTemplate.htm)
102151.640  1     ev    state 0, Connected, 
102155.906  1     ev    state 0, Disconnect_Pending, 
102155.984  1     ev    state 0, Idle, 

 

 

102319.281  1     ev    popup , title=prueba2, link=, len=4, opt=someoptions
102319.281  1           rv: [CIDNUMBER]{}[CIDNAME]{}[$RV_STARTTIME]{2010-10-14 10:23:16}[$RV_DEVICEID]{1}[DlgcVoice]{dxxxB1C1}[DlgcNetwork]{dxxxB1C1}[$RV_CIDNAME]{}[$RV_CIDNUMBER]{}
102319.281  1           AcdEvent_DoPopup_Show begin prueba2, , 

, resetTimer=5, someoptions
102320.421  1     ev    state 0, Connected, 
102354.359  1           ThisAgentStatusSet Busy, sCalledFrom=tsmiBusy_Click
102354.359  1     wcfc  AgentStatusSet Busy
102354.359  1           AgentStatusSet => ok
102356.484  1           ThisAgentStatusSet Ready, sCalledFrom=tsmiStatusReady_Click
102356.484  1     wcfc  AgentStatusSet Ready
102356.500  1           AgentStatusSet => ok
102402.625  1     ev    state 0, Disconnect_Pending, 
102402.703  1     ev    state 0, Idle, 

 

 

And then agent requested to retrieve the next out outgoing call for a campaign that the agent is skilled at:

 

102555.281  1     wcfc  Dialer_GetNextCall call
102555.296  1           Dialer_GetNextCall => 
102555.406  1     ev    preview callid=1, title=prueba2, link=C:\Archivos de programa\vgAgent\popups\DebtCollection.htm, msg=, opt=
102555.406  1           AcdEvent_DoPopup_Show begin prueba2, C:\Archivos de programa\vgAgent\popups\DebtCollection.htm, , resetTimer=0, 
102555.406  1           rv contains AcdAgentPopup_DisplayLink
102555.406  1           rv replace resulted in sLinkInRv=C:\Archivos de programa\vgAgent\popups\DebtCollection.htm
102555.437  1           ShowPopUp C:\Archivos de programa\vgAgent\vgAgentPopupForDisplay.htm, 0
102555.437  1           ShowPopUp - popup already visible
102555.437  1           cEXWB1.Navigate C:\Archivos de programa\vgAgent\vgAgentPopupForDisplay.htm
102555.437  1           AcdEvent_DoPopup_Show completed 
102555.437  1           ThisAgentStatusSet Preview, sCalledFrom=Dialer_PresentingCallForPreview
102555.437  1     wcfc  AgentStatusSet Preview
102555.437  1           AgentStatusSet => ok
102555.937  1           Dialer_PresentingCallForPreview completed
102558.859  1     cmd   tssbDial_ButtonClick   bDialer_GetNextCall_Issued=True, bDialer_GetNextCall_Returned=True
102558.859  1           tssbDial_ButtonClick Dialer_ProceedWithRetrievedCall
102558.859  1           ThisAgentStatusSet OnCall, sCalledFrom=tssbDial_ButtonClick
102558.859  1     wcfc  AgentStatusSet OnCall
102558.859  1           AgentStatusSet => ok
102558.859  1     wcfc  Dialer_ProceedWithRetrievedCall call
102558.875  1           Dialer_ProceedWithRetrievedCall => 
102840.531  1     wcfc  AgentLogOff call
102840.546  1           AgentLogOff => 

 

but looks like that call never was sent to agent, and agent then logged of 3 minutes later (at 102840.531).

To see why the VoiceGuide server did not send a call to the agent we would need to see the vgEngine trace file from VoiceGuide server during that time. When posting traces/scripts please .ZIP them up and post them as attachments.

 

The vgAgent trace does not suggest that the vgAgent popup application 'froze', agent was still able to press the 'Log Off' button. Just the call was not sent to agent.

[dminof]

The agent can not perform a logout, the call fails.

application popup 'froze' I enclose the requested logs

1018_0922_vgAgent.zip

1018_ktTts.zip

[SupportTeam]

We were unable to replicate this issue on our test systems.

Pease update your system to this version of VoiceGuide: [old link removed]

and update the vgAgent machine to this version: [old link removed]