Best Practices for Service Restarts for Multimedia Users

Summary

This article covers the steps for bouncing services for Multimedia or Contact Center customers.

Note:  Restarting services when using Chonicall or Avaya Call Reporting Mulitimedia / Contact Center can be far more service affecting than customers bouncing services that do not route calls via Chronicall.  Proceed with caution.

Note:  If there are calls in the skill groups queue, understand that stopping the Chronicall Multmedia services on the Multimedia Server will drop all calls immediately. To ensure a better experience for your callers, you are encouraged to:

Steps

1. Plug the Queue (to prevent future calls routing)

   1. This prevents any new calls from entering the skill group, and does not drop the existing calls
   2. This is done by logging into Chronicall as an administrator and navigating to:
      
      • Admin (System) > System Settings > Multimedia Voice Seat > Queue is Plugged
        • Set this value to True and then hit Save
        • IMPORTANT - You will need to set this setting back to "False" when services have been restored, or else calls will not route when you come back up post service restart.
          
          

2. Empty the Queue (ensure no calls are waiting to speak with a customer)

   1. Now that the queue is plugged, you may allow the queue to empty automatically (if working) or you may transfer the calls out of the queue manually.
   2. This is done by navigating to Realtime Displays > Group Timeline and then selecting the Skill Group from the drop-down menu located in the top left corner
   3. Select the Queued Calls tab
   4. Right-click on the box for a queued call and select Transfer to
   5. Select the extension you would like to transfer that call to
   6. Continue until all calls are cleared from the skill group
      • If the only calls left are not transferring to an available agent, they may be ghost calls stuck in the system which can be disregarded and cleared out with the service restart
        
        

3. Proper Restart Order (Bounce services in the proper order for improved stability)

   1. While on the Multimedia Server, STOP the Chronicall Multimedia service. 
      • Windows
        1. Open the Start menu and type services.msc into the search bar. A listing for Services should appear at the top of the list, click on it. 
        2. Search through the list to find the services named ChronicallMultimedia
        3. Right-click on the related service and choose Stop
      • Linux:
        1. While logged into root access, enter

           • service ChronicallMultimedia stop

   2. Next, restart Chronicall Services on the Chronicall Server:
      • Windows:
        1. Open the Start menu and type services.msc into the search bar. A listing for Services should appear at the top of the list, click on it. 
        2. Search through the list to find the services named Chronicall or ChronicallServer
        3. Right-click on the related service and choose Restart. 
      • Linux:
        1. While logged into root access, enter

           1. service Chronicall restart 

           2. or

           3. service ChronicallServer restart

        2. NOTE:  - Please wait at least 45 seconds before proceeding to step 3.
   3. Finally, restart the Multimedia services on the Multimedia server:
      • Windows:
        1. In the service window already opened, right-click on ChronicallMultimedia and choose Start
      • Linux:
        1. While logged into root access, enter

           • service ChronicallMultimedia start

4. NOTE: Please wait at least five minutes before making any changes in the Settings menu so the system has time to start all its processes.
5. After the above services have been restarted, you have to unplug the queue if plugged earlier before performing test calls to ensure proper routing
   • You can see the steps necessary for unplugging by looking at the "Empty the Queue" steps found above

Note: Your agents will likely need to log out and then back into their Chronicall Desktops or HTML based CCAgent again before receiving any new phone calls from the skill groups once the queue is unplugged.

If the agents cannot make themselves available because they are not logged into any skill groups, please review this article and see the section below on how to manually enable your agents for skill groups.