Agent module lock

[Jfonk8910]

Good day, I am presenting a problem with the vicidial platform, the agent module is becoming gray or frozen and does not allow any interaction in this module. the version of asterisk is 13.34.0-vici and the version of vicidial is ViciBox v.8.1.2 181002

Svn version 3579

[mflorell]

vicidial.php version and build?

What is the DB Schema Version shown in System Settings?

Any errors shown in the web browser Console when the agent screen freezes?

[carpenox]

typically i see this happens when resources are over loaded or the agents internet is really bad. How many agents and is this a single server? are you using AMD? with settings container? Creating recordings? what type of ratio for dialing?

[Jfonk8910]

vicidial.php version and build = VERSION: 2.14-655c BUILD: 220219-0133

DB Schema Version = 1655

It doesn't register any error, it just turns gray.

Additional the call that in waiting for ring....

[Jfonk8910]

is a cluster, which is made up of:

a DB server
a web server
4 asterisk servers

It happens to agents randomly, but it only happens to agents that connect to a single vicidial campaign.

All servers are Intel-XEON

Agents manually dial and receive calls.

The recordings are saved on each of the asterisk servers

[mflorell]

No Web Browser Console output when the agent screen freezes is very strange, usually it will show something happening. Have you tried this with both Chrome and Firefox browsers?

[Jfonk8910]

Yes, these tests have already been carried out, including a change to the team agent.

The agent is created again

The address of the campaign at the network level was changed

and there is no error output or any popup

[carpenox]

ask the agents having problems to run a www.fast.com speedtest check and click "more info" and send you screen shots, i bet their latency is high and speed low

[Jfonk8910]

Good day

The equipment is on a LAN network, in this case there would be no instability in the network

[martinch]

It's kinda difficult to visualise what problem you're facing as the "grey screen" doesn't reveal what the problem is. If you can provide a screenshot that would be helpful.

Console debug would also be helpful. To grab this;

- load up ViCi on the agent PC.
- Have the agent press F12 on their keyboard.
- A window will appear. Click on the

Console

tab.
- Take a screenshot or take notes of anything you see there and post in here.

I have a hunch that something is misconfigured but without seeing the error it'll be next to impossible to know what it is.

Hope this helps,
Martin.

[Jfonk8910]

Good day

This is how the agent's screen looks when the error happens.

the agent must log out and log back in to be able to continue in the process



https://drive.google.com/file/d/1BRa0eZ ... sp=sharing

[martinch]

Honestly, I don't know if ViCi runs well under IE 11. IE as a product is due to be sunset this summer so it's use is not recommended (because Microsoft are going to yank it out in an update).

Have you tried running ViCi in Microsoft Edge or Google Chrome? You might not notice the issue.

Thanks,
Martin.

[Jfonk8910]

yes, explorers were tested

firefox
Edge
internet explorer
Chrome

and the same thing happens

[martinch]

Unfortunately, I can't really help without actual debug. The screenshot looks like a normal manual dial call to me with no error on screen and no errors present from IE.

If you press F12 whilst you're on the agent screen you can show us what's inside we can assist you further.

Thanks,
Martin.

[williamconley]

only happens to agents that connect to a single vicidial campaign

I hope this means "it only happens on one campaign" and NOT that you are connecting agents to multiple campaigns simultaneously.

The address of the campaign at the network level was changed

I'm not sure what this means. Please elaborate if you can.

The equipment is on a LAN network, in this case there would be no instability in the network

That is not a valid assumption. Local switches die, too. And if you have a physical location associated with that "one campaign" ... one dude kicking a network wire when he's bored can be a humorous outcome (expensive, but humorous).

The google drive image is a dead link.

It sounds more like your browser is crashing, which could be related to another tab open doing something else. Do these agents log in to another site to work on this campaign?