Problems with Visual Groups queues using distribution type "parallel" (Update 30.07.2024)

On systems with SwyxWare 14.00 and newer, presently you may encounter problems with queues using the "Parallel" delivery method.

The error manifests in such a way that incoming calls are only delivered to some or possibly even to none of the agents, although all of them are set to "active" for call distribution and all users are also visible in the corresponding group in SwyxWare Administration.

The cause is an inconsistency in the internal VisualGroups management. This inconsistency arises due to the fact that the Visual Groups services start immediately when the server is rebooted, but the SwyxWare services are started with a delay (since V14.00), and changes made to the visual groups configuration afterwards are are not stored correctly in all components of the system because the communication between the services is not correctly established.

The start sequence of the services will be adjusted shortly, we will create a new VisualGroups installer for this. Until then, you can solve the problem yourself on affected systems by forcing the correct start sequence by setting the service dependencies yoiurself

To do this, open a command line with admin rights and enter the following:

sc config "IpPbx.VisualGroups.Reporting" depend="IpPbxCDS"

The response should look like this:

[SC] ChangeServiceConfig SUCCESS

From now on the service "Swyx VisualGroups Reporting and Maintenance" is dependent on the ConfigDataStore service, which avoids further inconsistencies. A reboot of the system followed by the users reconnecting eliminates the already present inconsistencies and the system can be used normally again.

UPDATE - SwyxOn now offers VisualGroups 1.14.4197: https://service.swyx.net/hc/en-gb/articles/15162639223324-SwyxON-Swyx-VisualGroups-1-14-4197-available

To resolve existing inconsistencies in the VisualGroups administration, all users who are members of queues with parallel delivery must log in again. Alternatively, the tenant can also be restarted, which has the same effect.