Best Practices for Service Restarts for Multimedia Users

Restarting services when using Chonicall Mulitimedia can be more service affecting, please review the following notes and procedure. 

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

1. Plug the Queue

   1. This prevents any new calls from entering the skill groups without dropping the existing calls
   2. This is done by logging into Chronicall as an administrator and navigating to:
      
      • Admin > System Settings > Multimedia Voice Seat > Queue is Plugged
        • Set this value to "True" and save
        • IMPORTANT - You will need to set this setting back to "False" when services have been restored
          
          

2. Empty the Queue

   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 any are not transferring to an available agent, they may be a ghost call which can be disregarded and removed with the restart
        
        

3. Proper Restart Order

   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

           • service Chronicall restart 

           • or

           • service ChronicallServer restart

   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. IMPORTANT - 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 are encouraged to unplug the queue 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 into their Chronicall Desktops again before receiving phone calls from the skill groups. If the agents cannot make themselves available because they are not logged into any skill groups, please review this article to learn how to manually enable them for skill groups.