Call Stuck In Queue

Overview

This article steps to take to resolve a call stuck in the queue

Potential Causes:

• Outdated version of Chronicall
• Packet loss on the local network
• System resources on the Chronicall server 

Resolution

Follow the steps below to resolve your issue.

Update Chronicall

First, verify your Chronicall server is on the most recent version.  Follow the steps in this article here to update Chronicall if not. 

• You will notice a large improvement to realtime logging after versions 3.10, as Java is now built in and we can allocate more memory to the Chronicall processes.  

Server Resources Available

1. Here we will want to verify you have enough system resources to handle all the data Chronicall receives and processes.
2. Log into the local Chronicall server on site if you have administrator access.
3. Right click on the taskbar below in Windows, and select Task Manager from the pop-up menu.
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4. Select the Performance Tab in Task Manager, and take some time to monitor the system resources.  You can also get more details on the "Open Resource Monitor" button as shown below. 
5. If the CPU, Memory, or Disk write speed are too slow, or hitting their ceiling this can greatly impact Chronicalls ability to process the data stream from your phone system.  Realtime is very memory (RAM) intensive depending on how many real-time users you have.  For Realtime you want at least 8 processor cores and 8 gigs of RAM, if not more on the Chronicall server itself.
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6. Refer to our recommended specifications for Chronicall.  Keep in mind, if you have a high call volume site, you may need more than our normal recommended specs.  

Check For Missed Packets

Log onto the Chronicall server, and navigate to the below file path to access the tomcat logs. 

These should contain any relevant networking errors.  

• Tomcat Logs
  • 32 Bit - C:\Program Files (x86)\Xima Software\Chronicall\tomcat\logs
  • 64 Bit - C:\Program Files\Chronicall\tomcat\logs
  • Linux - var/lib/Xima\ Software/Chronicall/tomcat/logs
• Search the tomcat logs for "missed" for missed packets,"error" for general errors to help diagnose the issue. 
  • If you are on IP Office, you can refer to this article for additional troubleshooting.

If you are seeing missed packets or TFTP errors in the Chronicall logs, this indicates underlying network issues between your PBX (phone) switches and the Chronicall server. 

If you are an Avaya IP Office customer we do have some adjustments to help via this article here.

If you have verified you have the IP Office fixes applied, or have another phone system with missed packets on your local network, the issue falls outside of the scope of support for Xima.  It is recommended to reach out to your Network Administrator.

You can review the terms of Xima Care linked at the bottom here.