Sudden All Running Calls Got Blank And Disconnected

[Ikram_Ali]

Hi All,

We are facing a very big issue in our Vicidial where all running calls got blank from agents side on all over the floor and voice never resume back, while far end party keep staying in call and saying, 'can you hear me, can you hear me.' So, in that case, all agents have to relogin and then make call back to those all end-parties who were in calls. This is happening too frequently and we are about to loose this customer because of this issue. We were suspecting that, this could be network issue but ping never drops when this issue comes.

Our Vicidial is hosted on our cloud.

Can somebody please help to rid out this issue. We have investigated it thoroughly but no progress and this issue keeps coming very frequently.

Asterisk 16.17.0-vici
Version: 2.14b0.5
SVN Version: 3876
DB Schema Version: 1718

VERSION: 2.14-928a
BUILD: 240826-0918
© 2024 ViciDial Group

[carpenox]

try a mysqlcheck --alldatabases --auto-repair

[williamconley]

Our Vicidial is hosted on our cloud.

That's not true. Vicidial runs in "servers" it is not a cloud-based app. So are you running Vicidial in Virtual machines or in direct hardware installs in a colocation facility or what?

IF you are running it in Virtual machines, your problem may not be network related but resource related. If someone else on those same virtual hosts (including YOU) are using any of the shared resources, Vicidial can crash or become unstable, requiring a reset.

IF you are running Vicidial in Virtual machines, your solution is to re-install Vicidial in hardware based servers.

IF however your Vicidial servers are already hardware based, then you may be experiencing a brute force attack or for some other reason having intermittent network problems either at the "cloud" location or at your location. It could even be something as simple as someone running large reports or watching netflix.

where all running calls got blank from agents side on all over the floor and voice never resume back

I think this means that all the agents who were on calls stopped getting audio. Did the screens also go blank?

Please try to be detailed in your description. You don't need to use technical terms, but do use what you know clearly, if you're not too stressed out, of course.