Virtual Hold Users Forum / Virtual Hold / Technical Questions

Evening Virtual Hold restarts

MarcRobinson — Tue, 10 Nov 2009 11:56:54 GMT

We're having a problem with VH restarting itself several times a week. We're running version 6.6. I've checked the system logs and looked at the VH logs, but not found much help there.

VH support mentions that the heartbeat gets lost in some cases.

I've noticed that we sometimes see a socket failure between VHTOperationModeService and VHT_QueueManager immediately before the failure.

I've also noticed that less often we see "faulting application VHT_QueuManager.exe" before the failures, with the cause being module ntdll.dll .

The server has only 2G of memory in it, and SQLServer has all that memory reserved for its own use (ouch! -- we plan to fix soon by adding another 2G!), but I don't think this is the root cause. If it were memory, I'd expect the problem to occur at times when VH is actually handling customer calls -- morning. It tends to be idle in the evening.

Curiously, the failures occur the large majority of the time between 20:30 and 22:00 in the evening.

We've excluded everything from virus scans that might be used by VH, and we are not doing backups at that time of evening.

I'm pretty much out of ideas at the moment and will appreciate any suggestions from more experienced hands. I'm new to VH.

Server/Dialogic Card Compatibility Advice

derek.marshall — Thu, 12 Mar 2009 17:24:29 GMT

Our current VHT 5.0 is running on a Dell Power Edge 2600 with (1) Dialogic D240JCTT1EW long form factor media board. For our upgrade to the latest version of VHT we are going to stand up a new server and add a second Dialogic D240JCTT1EW card to give us 48 ports. Due to data center consolidation circumstances beyond our control we are having to use an IBM server. An IBM X3500 server is what they are recommending. It does have two PCI express card slots but neither IBM or Dialogic will confirm that one will work with the other.

Question 1 - Is there any of you out there with this IBM X3500 server with 2 of the Dialogic D240JCTT1EW cards running VHT successfully??

If not then question 2 is - Is there anyone with any brand server with two Dialogic D240JCTT1EW running VHT successfully? What brand/model is it?

Thanks for any help.

Derek Marshall

512-389-8353

Dialogic

aarias — Mon, 15 Jun 2009 14:23:52 GMT

How can I tell when a Dialogic board is not ok?, have a VH 6.7 with an Avaya and CVLAN link.

VH IVR is unable to answer the calls routed to QM, already checked Vh config and every seems ok. Also checked PBXs config and all is ok. the only thing left is the Dialogic Board.

Just want to make sure that the board is ok.

Virtual Hold Version 7.0

adrienna — Thu, 22 May 2008 11:24:52 GMT

Virtual Hold v7.0 will be out this fall, and the June issue of the VH e-newsletter will preview 7.0, which includes a lot of added functionality and integration that you, our clients, have requested. Please email or PM me if you want to receive the e-newsletter.

Once the June e-newsletter is out, we can use this topic to discuss the release.

VH Version 6.7 Rated 'Avaya Compliant'

adrienna — Mon, 02 Feb 2009 16:26:31 GMT

VHT has been a DevConnect partner of Avaya for quite some time, and we recently completed intense testing of version 6.7 to ensure that we're "Avaya Compliant" and fully compatible with Avaya Communication Manager 5.0 and Avaya Application Enablement Services 4.2 via the CVLAN interface.

"Achieving an 'Avaya Compliant' rating for Virtual Hold Concierge 6.7 ensures Avaya customers seamless, simple, integrated and cost-effective interoperability with Virtual Hold Concierge 6.7," said Eric Camulli, chief technology officer, Virtual Hold Technology. "Avaya and Virtual Hold Technology will continue to work together to help businesses increase the operational effectiveness of their contact centers and improve customer satisfaction by providing positive customer experiences."

[url=http://www.virtualhold.com/company/pressroom/pressReleases/2009/01January09/012909_Avaya%20Compliant.html]Read more[/url].

QSpeak

Skull & Phones — Wed, 27 Feb 2008 09:29:12 GMT

Perhaps an area of improvement. When using the QSpeak operation mode, why is it that even when the EWT is 0 seconds, the caller receives a 1 minute wait time announcement from Virtual Hold? Seems to me that if there isn't any wait time, we shouldn't be telling the caller anything...just pass them off to the queue. Only until there is a wait time should we tell the caller anything, especially when majority of the inbound calls will be answered immediately. To get around this, we set the Turn On Threshold insanely high, and enable the QSpeak Under Threshold to 1 minute. This was just to support one client that only wanted to give EWT to the caller, but didn't want the full suite of options (choose hold or callback).

Over an Hour?

chiefdjt — Fri, 27 Jun 2008 11:34:18 GMT

When our EWT goes over an hour, instead of an accurate time quote, we get an announcement that is someone's name (Jennifer Rodriguez, to be exact)...any ideas? I'm searching through the Genesys system to see if I can find that prompt, then determine what's calling it, but any assistance would be appreciated.

Heartbeats to AES

Skull & Phones — Thu, 12 Jun 2008 23:46:54 GMT

We've noticed some packet loss on our data network related to "heartbeat" messages being sent from some of our peripherals, such as VH, to the Avaya AES server recently. Avaya has told us that the version of RedHat running on the latest AES servers has a denial of service logic that does not allow multiple devices to ping the AES server at the same time.

Wondering if anyone has seen this same issue, and had other issues with VH not able to recovery from a missed heartbeat. Not being able to recover meaning VH never restarts or is unable to restart successfully.

We are running version 6.2 of VH, planning on going to 6.6. I'm interested in any observations from either version.

HLOC

lsilva — Wed, 11 Jun 2008 12:37:43 GMT

When installing VH software, on each screen in the Install Wizard that configure the ports and IP that the services will listen, you can configure the HLOC parameter.

What means this HLOC configuration? When it should be changed?

Thanks
Lincoln

Avaya Phantom Placeholder?

cody.mclain — Tue, 13 May 2008 19:54:37 GMT

Does anyone else out there use the Avaya Phantom Placeholder architecture?

SmartQSpeak

rolour.garcia — Tue, 01 Apr 2008 13:12:03 GMT

In our environment, on certain busy days, SmartPurge kicks in early so that callers who call in at this time don't get the Virtual Hold offer. We prefer during this time that at least Virtual Hold plays the EWT instead of hold music. We can even customize the message to say "At this time we no longer offer virtual hold due to the number of callbacks. If you choose to wait, the EWT is..." or something like that. At this time, playing a message is not even possible.

I was told a SmartQSpeak is being developed for this purpose. That was 3 years ago.

Any chance this feature is coming out soon?

Updating Schedule Op Modes

christina.hicks — Wed, 27 Feb 2008 10:26:25 GMT

Recently I had one of our sites change the hours they wanted VH answering their calls for all the queues they have routed there, there are about 15. I had to go into every queue for every day and update the times for each Op Mode. Could there ever be a way to update the queues all at once? On this same line, one of the queues would not allow me to update the scheduled times. I had no problems with the others.

Thanks!

WebConnect

tim.nicholls — Wed, 27 Feb 2008 08:48:42 GMT

We are looking to implement the WebConnect product and would like feedback from other users. Specifically, any issues with implementation, notification if its not working correctly, reporting, customer experiences, determine call volumes that would be generated, port capacity, etc. Any feedback would be helpful and appreciated.

Virtual Queue Time and ASA

adrienna — Tue, 05 Feb 2008 10:59:13 GMT

I just noticed a question in [url=http://www.incoming.com/WebModules/QueueTips/Question.aspx?ID=1383]ICMI's Queue Tips[/url] about whether to count virtual queue time in ASA. There are only a couple of responses, but I'm interested in what you all think:

Do your contact center count virtual queue time as part of your ASA? Why or why not?

Anti-Virus Software

david.james — Tue, 05 Feb 2008 10:47:45 GMT

We're supposed to be running anti-virus software on all our servers. How does that figure into the VH servers?

EWT

david.james — Tue, 18 Dec 2007 15:43:32 GMT

I'll try this out.

I have agents available, but my EWT is not going down. What's wrong?

-Dave

Operation Modes

VH_User — Mon, 30 Apr 2007 15:04:39 GMT

There have been a few instances where Virtual Hold has been taken down, and when it is brought back up, the operation mode isn't necessarily correct according to what is in our scheduled operation mode. I've heard this is being addressed in the next release of Virtual Hold, could someone verify this for me?

WebConnect

VH_User — Mon, 30 Apr 2007 15:10:21 GMT

The WebConnect product is very cool :cool: from a Web user perspective. Has VHT given any thought to having agents use WebConnect?