Sometimes lines cannot be answered

[sebele67]

It's a random problem, but sometimes our standardists complains that they can't answer any ringing line. When they double click on it, nothing happens. They must reboot their software and/or their pc in order to make it work properly.

Problems with : asterisk 1.4.24.1 + noojee 2.25
                         asterisk 1.4.26.2 + noojee 2.25

Thanks

[Brett Sutton]

that is a fairly serious problem. I would like to get the nj receptionist log files from around the time of the event asap so we can attempt to diagnose the the problem. I will have a chat to the engineers this morning to see if they have seen the problem.

In the mean time let me make a few suggestions that may ease the pain.

Firstly follow our Best Practice guide when setting up NJ receptionist
When the best practice guide is followed shutting down nj receptionist will cause all calls to ring directly on the receptionist handset within 2 or three seconds. This gives you time to sort out any issue you might have with nj receptionist while still being able to do the most important job of reception, which is to answer calls.

We have put a lot of work into NJ Receptionist to ensure that even if an unexpected event occurs, such as you have described,  a receptionist can continue to do their job. The Best Practice guide which we have published on this forum is a key part of that strategy.


When the problem occurs try the following actions in order.

1. Under the 'Reset' menu select the 'Reset Now' option in nj reception.
This option is designed to force nj reception to resync with asterisk.
After the reset try to answer the call.

If that doesn't work then:

2. Restart nj receptionist. Make certain that you just don't close it.
You need to choose the Exit option from the nj receptionist taskbar icon.
When you attempt to restart nj receptionist it does a checks for a running version of nj receptionist. It will pop up a warning if it detects a running version.
In this case kill nj receptionist from the Windows Task Manager. When nj receptionist restarts it will automatically resync with asterisk and you should be able to answer the call.
This should fix virtually any problem.

In the event that it doesn't fix the problem:

3. reboot the pc.
You should never have to take this step. Even in our development environment where we do all sorts of nasty things we have never had to reboot a pc to recover nj receptionist.

4. Restart asterisk
Again this is highly unlikely but if everything else fails you may have a problem with asterisk itself.