Agents being paused AUTOMATICALLY while waiting for a call

[justinmoodley3]

Hi Guys

My agents have been complaining that the dialer is putting them on pause AUTOMATICALLY while they waiting for a calls ,now after monitoring it for a few days i noticed they are correct Eg they would be waiting for lets say 4m 15s for a call on 4m 16s the agent is saying paused for 4m 16s and the agent continues in a pause mode. this occurs daily, some times for 40m and works fine again or a few times in the morning and again its fine ,i also noticed the longer tehy wait the more frequent this becomes

has any1 encountered this ?

Kind Regards
Justin

VERSION: 2.14-611c BUILD: 200909-0952 Server: 88.99.14......

[mjohn425]

If they are using chrome version >=88 then it is due to chrome intensive throttling. See https://developer.chrome.com/blog/timer ... chrome-88/ . You can turn off intensive throttling in chrome://flags, otherwise switch to Firefox (which we have found is better than chrome even with intensive throttling turned off)

[mflorell]

For reference, here is a document we wrote up specifically about Chrome JavaScript Throttling affecting the VICIdial agent screen,
http://vicidial.org/docs/WEB_BROWSER_JA ... TTLING.txt

[justinmoodley3]

Hi Mate

Sorry fo the delayed Response but after monitoring what you said and moved them to firefox there is no issue so you were spot on

Thank you Regards
Justin

[jessiekidfernando]

Hello even after doing these instructions. I can still see that the agent's status being automatically set to PAUSE after a couple of minute.


2. MANUALLY DISABLE THE CHROME THROTTLING FLAG, OR REGISTRY ENTRY, ON EACH OF YOUR AGENT'S WEB BROWSERS

NOTE: The following steps must be done on every computer that you want to disable the Chrome browser Intensive Javascript Throttling on:
NOTE: There are different instructions for this depending on the version of Chrome web browser you are using.

AFTER CHROME 90 INSTRUCTIONS(after April 26th, 2021 builds):

You will first need to enable enable "temporary-unexpire-flags-m88" or "temporary-unexpire-flags-m89", relaunch your Chrome browser, then follow the instructions for "BEFORE CHROME 90" below.
- Open your Chrome Web Browser
- in the Address bar at the top, put the following(without quotes), then press the "Enter" key: "chrome://flags/#temporary-unexpire-flags-m88"
- You will see "Temporarily unexpire M89 flags" highlighted with a pull-down menu on the right side of the screen
- Select the "Enabled" option from the pull-down menu
- You will see a message at the bottom of your screen: "Your changes will take effect the next time you relaunch Google Chrome." with a button to "Relaunch"
- Click on the "Relaunch" button and the old flags will now be visible in Chrome on this computer

OR, an alternative option which will require Administrative rights on the computer, is to disable the "IntensiveWakeUpThrottlingEnabled" policy on your computer,
https://chromeenterprise.google/policie ... ingEnabled

For Windows workstations, this means adding a new DWORD Registry entry:
- Open RegEdit(Registry Editor) on your Windows computer
- Go to "HKEY_LOCAL_MACHINE/SOFTWARE/Policies/Google/Chrome"
NOTE: You may need to create the "Google" and then "Chrome" Keys yourself
- Create a new DWORD entry from the highlighted "Chrome" Key, with a Name of "IntensiveWakeUpThrottlingEnabled"
NOTE: this new DWORD should automatically be set with a value of '0' (disabled) after you create it
- Close out all Chrome web browser windows and then open Chrome again and test that it is working


BEFORE CHROME 90 INSTRUCTIONS:

- Open your Chrome Web Browser
- in the Address bar at the top, put the following(without quotes), then press the "Enter" key: "chrome://flags/#intensive-wake-up-throttling"
- You will see "Throttle Javascript timers in background" highlighted with a pull-down menu on the right side of the screen
- Select the "Disabled" option from the pull-down menu
- You will see a message at the bottom of your screen: "Your changes will take effect the next time you relaunch Google Chrome." with a button to "Relaunch"
- Click on the "Relaunch" button and the Throttling feature will now be disabled in Chrome on this computer

NOTE: An alternate option for this method would be to create a new shortcut for the chrome browser using the --disable-background-timer-throttling flag, for example here is what it would look like in Windows:
"C:\Program Files (x86)\Google\Chrome\Application\chrome.exe" --disable-background-timer-throttling

[jessiekidfernando]

After setting this flags as: It appears that the issue remains the same.

Temporarily unexpire M89 flags. - ENABLED
Throttle Javascript timers in background. - DISABLED

[jessiekidfernando]

By the way, we are using a softphone and not a webphone.