Workgroup que options aren't working

[JNeal]

Running 8.1, distributed system, with the HQ in another site, and a DVM at the site with our workgroups. We do not run contact center.

This issue just started happening this week, before all was fine.

When a call comes into the workgroup and all agents are busy, the call will go the queue. The caller is supposed to hear on-hold music, and every 30 seconds get a "Your call is important" type message.

On Monday, when a call comes in and all the agents are busy, the call appears in the workgroup queue. However, they no longer hear the on-hold music or the "Your call is important" messages. If a workgroup agents hangs up the call will go to them.

Anybody else experienced this issue, or know how to deal with it?

Thanks.

[eazeaz]

Music

Sounds like your server may need a reboot. I think remote desktop without turning off the audio redirection can cause what you are experiencing.

[JNeal]

We've experienced the problem with the remote desktop. I'm not sure if that's the problem this time though.

I called my desk phone from my cell, and when I hit hold I get the hold music on my cell. I am located at the same site as our workgroup agents, and we have the on-hold music local to this site.

If you still think this may be a problem with remote desktop, I will try a reboot tonight and see.

[eazeaz]

reboot

it is worth a shot.

sometimes you can bring the servers back to life by running remote desktop with the /console switch and set the audio to "leave at remote computer".... sometimes not.

mstsc /console

[Jason Learmouth]

It does sound like the remote desktop sound issue, I think that was fixed by Microsoft in 2003 SP2. The reason it breaks MOH and queue greetings from your workgroup is that workgroups are hosted by the HQ server. MOH to your phone will work fine.

[JNeal]

I restarted the local DVM, but I should restart the HQ server?

All auto attendants work, are they based off the HQ or from the local DVM's? The reason I ask, I was told to try rerecording the Workgroup prompts and see if that helped. I located the Workgroup prompts and AA prompts under the shoretel data on the HQ server, and then did the import in Director to put them back on they system. Don't know if this is relevant, but we don't have a corporate number, each location has thier own number.

[JasonC]

If you have the latest update's, the console command has change for mstsc. now it's /admin

mstsc /v:Shoretelserver /admin

[Jason Learmouth]

I restarted the local DVM, but I should restart the HQ server?

All auto attendants work, are they based off the HQ or from the local DVM's? The reason I ask, I was told to try rerecording the Workgroup prompts and see if that helped. I located the Workgroup prompts and AA prompts under the shoretel data on the HQ server, and then did the import in Director to put them back on they system. Don't know if this is relevant, but we don't have a corporate number, each location has thier own number.

Workgroups (and all their prompts) live on the HQ server, unlike AA's which are distributed to all DVM's and played locally. Yes reboot the HQ server to fix WG problem.

[JNeal]

Restarted the HQ server, then stopped and started all Shoretel services on the DVM's.

I called in and watched my call hit the workgroup que. It rang around to all the users like it's supposed to, and I heard rings on my phone. After about 30 seconds I got dead air, I was still in the que. After about a minute thirty, I finally got the on-hold music, but I never did hear our prompts (Please continue to hold....).

I checked director, and my que messages are still there, as I can play all of them.

Any other thoughts or suggestions?

[a10ecun]

Any chance your queue handling steps have gotten changed? If any of your steps 1-4 have changed then you could hear dead air as it works thru the steps.
Just a thought.

[JNeal]

Double checked the steps, and they are still set to what we started with.

They are all set currently to 30 seconds for next step, I listened to the message at each of them as well.

[jstewart]

What build of 8.1 are you running?

[JNeal]

We are running Build 13.23.4801.0

This morning I restarted HQ and the local DVM, still having the same issue.

I noticed it was a little different then yesterday though. Today, I only had 1 agent logged in, when it was ringing to him I heard ringing on the cell. After it rang 4 times at his phone my call went back to the que and I got dead air on the phone. When it rang at his phone again, I still had dead air. And like yesterday after about a minute 30 I started hearing on-hold music, but no prompts.

Yesterday, when I had 4 users logged in, I had rining on my phone until it hit the 4th user and they didn't answer after 4 rings, it then went to dead air.

[jstewart]

I would try 3 things.

1. Upgrade to the 8.1 GA. 13.24.5910.0 There have been a variety of problems with WG on 8.1 CR
2. You could try a different music source. This won’t fix the steps not working though.
3. Build a matching WG, delete the bad WG, give the WG the old WG DN.

[JNeal]

Our Workgroup Queue prompts are now working again.

Re-recording the queue messages resolved the issue. Should of listened to the advice I stated in post #6, try re-recording the prompts.

We are stumped along with Shoretel tech, why they stopped working in the first place, or why the importing of the original files didn't fix the problems either.