Proactive Contact: No new agents are able to log in; Error: "out of virtual ports"
PDS 12.0, PC3.0 and PC3.0.1, PC4.0, PC4.1, PC4.1.x, PC4.2.x , PC5.0.x, PC5.1.0, PC 5.1.1, PC 5.1.2 (see solution text regarding 5.1.3)
After dialing successfully for several hours, suddenly no more agents are able to log into the system. Existing agents who have not logged out function normally, but no one else can log in.
The switch_log file (separate log in account directory before version 4.1.2 <> account log subset after version 4.1.2) shows recurring errors, such as:
Unknow!2006/12/12!20.07.47!(type=2,severity=2,subsys=6) Switch error: swid_star
t_call: out of virtual ports.
Unknow!2006/12/12!20.07.55!(type=2,severity=2,subsys=6) Switch error: swid_star
t_call: out of virtual ports.
For Predictive Agent Blending (PAB) systems, agents have intermittent login failures at a higher rate.
In the baseline configuration in pdscontrol, the virtual port allocation is as follows:
SWITCH_VIRT_ADDR1="8000-8280"
SWITCH_VIRT_ADDR2="8281-83FF"
SWITCH_VIRT_ADDR2="8281-83FF"
The total number of virtual ports on the Digital Switch is 1024, with 641 typically allocated for outbound calls and 383 used for headset connections. The switch uses the virtual port only to initiate the outbound call. For the dialback headset call, the agent logs in and as soon as the agent receives the first call, the virtual port is released in the Digital Switch.
However, the binary on cpu1 does not track the actual virtual port used for each agent login. Instead, the binary maintains a count of virtual ports in use, and only releases a virtual port when the agent logs out. For an active agent, after logging in and being nailed up on outbound, the virtual port stays attached until the agent takes their first outbound call.
If the message "Out of virtual ports" occurs, the internal count of virtual ports has all 383 virtual ports in use, even though there are available virtual ports on the Digital Switch.
For earlier systems where a patch is needed, or for later systems where the VIRT_PORT_TIMEOUT can be configured, the message "clearing virtual port" is a normal message showing that virtual ports as being administered.