We are running a modified install of the VICI dialer. We are running this in several offices, but are having problems. When the agents are dialing, they will sometimes lose connection to the server and have to log out and back in. There is no pop up or any error like that. It simply will be dialing for an agent one minute, and then the next it wont. Incoming calls and transfers will not get sent to that agent either. When viewing from the admin panel, they show they are online and ready, but if I try to submit any changes to their ingroup logins or other such thing, it pops up an error saying that their system API is not active.
We have upgraded slower computers with more RAM. We have upgraded bandwidth and router to 100 mbps or higher in all shops. When an agent pings our servers from the command line, they get about 100 ms.
Upgrading all that seems to have helped, however it has not completely solved the problem. We still get agents who time out a lot during the day. The dialer will be dialing fine, but then the agent's system API will go offline, and they will not receive calls even though they are logged in and ready.
The dialer seems to work fine other than this issue. We have tried all ideas we could think of. If anyone knows of any possible causes for agents who are online but stop dialing, we would appreciate any help you can provide.