Aspect WinSet Remote Problems

[NDGifford]

We have about 40-odd users here. All are using either WinSet 3.0.4 or higher. The issues what we are seeing is two fold.
1. Audio Paths will drop correctly after calls. (Drop Audio path is set to Automatic at 1 second.) When either placing a new call or recieving a call, intermitently, the audio path will not reestablish.
2. WinSet window locks up. Have to go to task manager and select end task and then can restart the application. (Sometimes have to deactivate and reactivate instrument number.)
We are not using VoIP. All users are either NT or XP. WinSet server and switch have both been updated with newest virus protection.
My contact at Aspect tells us that no one other user of Aspect WinSet remote is having these issues. I can not believe that our environment is that unique.

 

[michaelgray]

NDGifford,

We have had the same problem on our ACD with RWS.

We were running Winset 3.1 CM03.

Aspect got us to run CM05 over the top of the GUI, and the fault seems to be resolved (only had CM05 around 4 weeks so who knows if this fixes it for good)

 

[alancjones]

We have 96 users across four sites using 3.04 and we have been experiencing significant problems with Winset for some time. One of the biggest issues is when an agent is in the idle state for an extended period (half an hour or more), the GUI will lock up and the only option is to close and log on again. We have been working with Aspect on this issue and they are working on a code mod for 3.1 which will address this problem. It is due for release at the end of this month. We do not drop the audo path so I can't shed any light on that problem.

 

[markwad]

We have the same problem with our Remote Winset, we are currently running 3.1 CM04. Like yourself Aspect have advised that no other users of Winset are having any issues.

Aspect have suggested bandwidth problems as the cause of the problem as initially we were running over 64k circuits. We've experienced no problems over a LES 10 circuit or over our LAN, however we've tried just one user over a 64k circuit & the problem still exists. We're now running a 2 mb IPStream connection & the problem still exists.

Our PCs are running windows 2000 with lotus notes, Aspect have advised us no issues with winset running with either application.

Have Aspect questioned your bandwidth?

 

[NDGifford]

Aspect has not questioned our bandwidth. Here is what we found out about some things.
1. Yes, if the person is in Idle for a while, the GUI locks up. My contact at Aspect told me that as far as he knew, no one was working on a CM for it.
2. We changed the config on some of the users and they stopped experiencing major lock-ups. Since we are remote, we just changed the audio path settings to drop on manual, and there have been no reported lock-ups since that.
3. Using 3.1 on XP did not have any impact at all on the lock-ups.
4. All of our audio path issues were caused by users hanging up the phone that their audio path was on before the ACD or WinSet saw that the path was dropped and then not answering the phone when the ACD attempted to re-establish the audio path.

Nathan D Gifford
TNCC
Xerox Corp

 

[Armin944]

Hi all, we've got exactly the same problem and the support from Aspect in this question is very poor. They told us with Winset 4 the problem shall be solved. But I don't believe it. And of course they told us we are the only customer with this problems. We got the problem under Windows NT and XP-Professional, and got only 4 Users

 

[NDGifford]

OK, so for the most part we are no longer having this issue. Here is what we have done to fix it.

1. Ensure that the Agents are signing on and off properly. I know that it sounds wierd, but we have found agents that were not establishing the audio path 100% of the time. Some were just letting the audio path roll to their voice mail.

2. We set the settings so that the audio path drops manually. This way, it does not matter if the user hangs up before the audio path is disconnected. (Of course, this causes issues if the user does disconnect the call first.)

3. In Aspects defense, they have come out with a patch that fixes the freeze up issue.

Nathan D Gifford
TNCC
Xerox Corp

 

[dass2]

Hi Their,

Can you give me details of what patch this was and where u installed it. For example did you have to install it on the ACD or rollout the patch to every agent Desktop (Im assuming this was he case). I would be very grateful if you could let me know as we too are having similar problems with Winset 3.1 Freezing.

Cheers

 

[NDGifford]

We have found that WinSet 3.1 CM03 works best. (There is a CM04 now as well.) These are available on eServices and yes, they have to be loaded on each individual desktop. I would pick two that are having the issue and load 3 on one and 4 on the other and see which works best. I would not, however upgrade to 4.0.

Nathan D Gifford
TNCC
Xerox Corp