by williamconley » Fri Feb 16, 2018 10:33 am
Post the actual error. You're asking a technical question but posting a vague description of the problem and expecting those helping to "assume" the technical nature of the problem. To be clear: "Go back" isn't the error. That's an option offered to the agent AFTER the error.
You should also begin a log of occurrences to see if there is any pattern or predictability to the behavior. Agents in one row? One section of the building? All on the same Dialer or Web server? All starting with "2"? Any pattern counts.
You stated "no packet loss". Was the test of packet loss at the exact same moment of an occurrence, and tested between the agent who had the error and the web server to which that agent's web browser was connected? Note that testing any time other than the moment of failure is not valid. This isn't a flat tire, its symptoms aren't visible when the problem is in the past or future.
Also consider having the agent hit F12 and seeing if there is any help in the javascript console (anything in Red would be considered worthy of discussion, other things may be as well). If the F12 console was up before the problem, you may also have a look at the networking tab to see packets sent and results. But that console can severaly bog down the workstation if left "up and collecting data". Best to start it after bringing up the web page but not go to the network tab until after the event. Then capture the results and close the browser completely to clean out the workstation. It'll eat all the available memory otherwise (or as close as it can get, lol).
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