Overview

Multiple agents are reporting that Volt Delta UK is dropping calls they are in with service users.  This article describes some troubleshooting steps to take before opening a ticket with Volt Delta UK support.

Solution

1. You will need to retrieve the FMB logs for each of the users who are experiencing dropped calls with the FMB.  For more details on the FMB Logs please refer to the Locating Agent Workstation Logs article.
2. Check each of the users' FMB logs and if you find the following errors, it would indicate that there are connectivity issues on the user's machine:
   

   30 07:50:28.970 </StackTrace><ExceptionString>System.TimeoutException: The HTTP request to 'https://slough-oasis.oasisoncall.net/org.app/<user specific url path>' 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

   Verify that there are no internet connectivity issues from the user's workstation to the Volt Delta UK infrastructure.

If there are no internet connectivity issues from the user's workstation to the Volt Delta UK infrastructure, please open a Volt Delta UK Support Ticket and provide the following:

• Each user's FMB and SIP logs which are found in the directories described in the Locating Agent Workstation Logs article.
• Windows Event logs - Under the Event Viewer, Windows Logs > System, click the "Filter Current log" button on the right side and add the string e1i65x64 to the "Event sources" section and click Ok. This will filter the System logs for Network link related logs.  For more details on generating Application and System logs please refer to the Generating Application and System logs from the Windows Event Logs article.
• Other than the above event logs, you can also generate a WLAN report that will show network status for the last 3 days. Under elevated Command prompt you can run this command:-
  netsh wlan show wlanreport
This is typically an HTML report that you can open using any browser.