Overview

An agent may report that the VoltDelta system is dropping all calls or throwing agents out of the queue when there are calls waiting (even after rebooting all of the equipment).

Alternatively, Volt Delta switches the FMB Status to Not Ready when trying to answer a call.

 

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Solution

If this issue is affecting only a few users, it may be caused by intermittent network connectivity, a network problem or a faulty/not connected headset. 

Verify that the user is still not able to receive calls

To confirm the agent is still having dropped calls or is not able to stay in a Ready state to receive calls, please do the following:

1. Log into the Oasis Management Portal.
2. In the left-hand menu select User Management > User Profiles.
3. Click on the username of the agent that is not able to stay in the ready state or is having call dropping issues to open the User Profile window.
4. Open the user's call records by navigating to Reporting > Call Records in the left-hand side menu.

In the list of call records, if the user has been taking calls since the reported the issue, then they are no longer having the issue.  If there are no calls since the agent reported this issue please proceed with confirming that the agent's internet connection meets the requirements for Volt Delta.

Verify the user has a proper internet connection

Confirm the Agent's Headset is Detected

Follow the steps in the Microphone Audio Cutting In and Out article to determine if there is a headset connectivity issue. If this error occurred at the same time when the agent was not able to log in to FMB or change their status to Not Ready, it means that the headset was not detected. This error message can also cause a network timeout.

Network Troubleshooting

You need to collect the FMB logs from the affected workstation, and then you can search for applicable error messages to identify the root cause.

Network Timeout

• In the FMB logs, search for the following message:
  The request channel timed out while waiting for a reply
  
  

  <TraceRecord xmlns="http://schemas.microsoft.com/2004/10/E2ETraceEvent/TraceRecord" Severity="Error"><TraceIdentifier>http://msdn.microsoft.com/en-GB/library/System.ServiceModel.Diagnostics.ThrowingException.aspx</TraceIdentifier><Description>Throwing an exception.</Description><AppDomain>DefaultDomain</AppDomain><Exception><ExceptionType>System.TimeoutException, mscorlib, Version=4.0.0.0, Culture=neutral, PublicKeyToken=1111111111</ExceptionType><Message>The request channel timed out while waiting for a reply after 00:00:07.9989457. Increase the timeout value passed to the call to Request or increase the SendTimeout value on the Binding. The time allotted to this operation may have been a portion of a longer timeout.</Message><StackTrace> at System.ServiceModel.Channels.RequestChannel.Request(Message message, TimeSpan timeout)

  
  The error above indicates that the endpoint is not listening or the session has timed out, which means that there is a problem with the network. If the agent is connected via a VPN, they need to check their VPN settings; they need to make sure that the following ports are open: SIP (port 5060) and RTP (ports from 18,000 to 19,999).
  
  
• Also search for, The operation has timed out. This error indicates that the workstation is experiencing issues connecting to the internet.
  

  07 13:29:09.529 </StackTrace><ExceptionString>System.TimeoutException: The HTTP request
  to 'https://slough-oasis.oasisoncall.net/org.app/OASIS.all.SasWcf.UK2-O11-CWS7/053.
  USER.NAME-7080cc9ff7cc446aaff481966966b920' has exceeded the allotted timeout 
  of 00:00:08. The time allotted to this operation may have been a portion of a longer 
  timeout. ---&amp;gt; System.Net.WebException: The operation has timed out

• An alternate symptom of network connection time-out

  In the FMB logs, search for the following message:
  A blocking operation was interrupted by a call to WSACancelBlockingCall
  
  In the logs, it will be displayed in the following way:

  VncIncomingListener:DoWork - Socket exception thrown. 
  Thread is being shutdown - VNC will not connect to us.System.Net.Sockets.SocketException (0x80004005): 
  A blocking operation was interrupted by a call to WSACancelBlockingCall
   at System.Net.Sockets.Socket.Accept()
   at System.Net.Sockets.TcpListener.AcceptSocket()
   at VoltDelta.OASiS.ScreenRecording.VncIncomingListener.DoWork()
  

  If you have found the message mentioned above, scroll down till you find the object System.ServiceModel.Security.TransportSecurityProtocol. Under this object, a lot of processes may be timed out, which means that there is an issue with the user's internet connection.

  Object name: 'System.ServiceModel.Security.TransportSecurityProtocol'.</Message><StackTrace> at System.ServiceModel.Channels.CommunicationObject.ThrowIfClosedOrNotOpen()
   at System.ServiceModel.Security.TransportSecurityProtocol.VerifyIncomingMessage(Message&amp;amp; message, TimeSpan timeout)
   at System.ServiceModel.Security.SecurityProtocol.VerifyIncomingMessage(Message&amp;amp; message, TimeSpan timeout, SecurityProtocolCorrelationState[] correlationStates)
   at System.ServiceModel.Channels.SecurityChannelFactory`1.SecurityRequestChannel.ProcessReply(Message reply, SecurityProtocolCorrelationState correlationState, TimeSpan timeout)
   at System.ServiceModel.Channels.SecurityChannelFactory`1.SecurityRequestChannel.Request(Message message, TimeSpan timeout)
   at System.ServiceModel.Dispatcher.RequestChannelBinder.Request(Message message, TimeSpan timeout)
   at System.ServiceModel.Channels.ServiceChannel.Call(String action, Boolean oneway, ProxyOperationRuntime operation, Object[] ins, Object[] outs, TimeSpan timeout)
   at System.ServiceModel.Channels.ServiceChannelProxy.InvokeService(IMethodCallMessage methodCall, ProxyOperationRuntime operation)
   at System.ServiceModel.Channels.ServiceChannelProxy.Invoke(IMessage message)
   at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData&amp;amp; msgData, Int32 type)
   at VoltDelta.OASiS.WebServiceClients.SCMS.ISessionCreationAndMaintenance2.LogoutUser(OasisSessionIdentifier SessionId)
   at VoltDelta.OASiS.WebServiceClients.SCMS.SessionCreationAndMaintenance2Client.LogoutUser(OasisSessionIdentifier SessionId)
   at VoltDelta.OASiS.CTI.ScmsSessionMaint.HeartBeatThread()
   at System.Threading.ThreadHelper.ThreadStart_Context(Object state)
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
   at System.Threading.ThreadHelper.ThreadStart()

   

• Also, you can search for the following message in the FMB logs, which indicates that there is a network issue:
  The remote name could not be resolved
  
  

  </StackTrace><ExceptionString>System.ServiceModel.EndpointNotFoundException: There was no endpoint listening at https://<Domain>/SessionCreationAndMaintenanceService.SCMS.svc/VDI_WcfFedAuth that could accept the message. This is often caused by an incorrect address or SOAP action. See InnerException, if present, for more details. ---&> System.Net.WebException: The remote name could not be resolved: '<Domain>' at System.Net.HttpWebRequest.GetRequestStream(TransportContext&& context) at System.Net.HttpWebRequest.GetRequestStream() at System.ServiceModel.Channels.HttpOutput.WebRequestHttpOutput.GetOutputStream() --- End of inner exception stack trace ---</ExceptionString><InnerException><ExceptionType>System.Net.WebException, System, Version=4.0.0.0, Culture=neutral, PublicKeyToken=111111111</ExceptionType><Message>The remote name could not be resolved: '<Domain>'</Message><StackTrace> at System.Net.HttpWebRequest.GetRequestStream(TransportContext&& context)

Contacting Support Team

Once you ensured you have a proper internet connectivity issue and the headset issue was also ruled out, but the issue still persists, contact our Support Team with the FMB logs you have collected.

 

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