Description

The functionality of monitoring and automatic alerts for physical network cable disconnection associated with the wolkvox_agent application.

The objective is to detect anomalous connectivity behaviors that may affect the agent's operation and allow timely attention from supervision or the IT department.

Affected Application

wolkvox_agent

Event That Triggers the Alert

The alert is generated when the system detects repeated disconnections of the physical network cable on the agent's equipment during the monitoring period.

🔄 How the Network Disconnection Alert Works

The system continuously monitors the agent's network connection status.

When 5 disconnections are recorded, an alert email is automatically sent to the previously registered users.

If the network cable is reconnected:

The system waits 30 seconds, then validates that the agent registers again correctly.

If disconnections continue, the counter keeps increasing and is reflected in the alert message.

Latency Link Query

The latency link is a direct URL that allows you to view a TCP Delay report for a specific operation. This report consolidates technical network information associated with agents, IP addresses, and active or recent PBX extensions.

Through this link, you can validate, among other aspects:

• Network response time (TCP latency).
• Transmission and reception jitter.
• Packet loss (TX / RX).
• Network rejections.
• Connection type (Ethernet or WiFi).
• Network cable disconnections (PC only).
• Agent status (connected or disconnected).

How to Structure the Latency Link?

To generate the monitoring link, you must construct the URL following this standard structure, replacing the values in brackets with your operation data:

General Template: https://wv{SERVER}.wolkvox.com/ipdialbox/latencia.php?id={OPERATION}

Explanation of Parameters:

• wv{SERVER}: Corresponds to the subdomain of the server where your operation is hosted. This is the same prefix you see in the address bar when accessing wolkvox Manager or Agent in their web versions (e.g., wv0001, wv0015, wv1002).
• /ipdialbox/latencia.php?id=: This is the fixed path of the diagnostic script. This part should not be modified.
• {OPERATION}: You must write the exact name of your operation as it was created in the system (e.g., wolkvoxstore).
• Complete Example: https://wv001.wolkvox.com/ipdialbox/latencia.php?id=wolkvoxstore

Information Shown by the Report

Total TCP Delay by Agent

This section presents details per agent, including:

• Total TCP Delay (ms): Accumulated latency.
• TX / RX Jitter: Variation in packet delay.
• TX / RX Ploss: Packet loss in sending and receiving.
• Network Rejection (%): Percentage of network rejections.
• Connection Type: Ethernet, WiFi, or other detected states.
• Network Cable Disconnects: Physical cable disconnections (PC only).
• Platform: App or web.
• Last Date: Last data update.

Example Alert Message

Subject: Alert – Network Disconnections Detected

Agent [Joe Doe] (ID: [12988] - OPER: [operationx]) —
Repeated network disconnections detected (6)

Hello!
The system has detected that Agent [Joe Doe] (ID: [12988] - OPER: [operationx]) has recorded 6 physical network cable disconnections during the current monitoring period.

Please check if this is a normal practice for the agent or if there is a network or hardware issue that requires attention.
If necessary, escalate the incident to the IT department.

✅ Recommended Actions

Validate with the agent if:

They are manually disconnecting the cable or if there are physical failures in the cable or network port.

Check: Network cable status, switch or router port, network configuration of the equipment.

Escalate to the IT department if the problem persists or affects the operation.

📝 Important Notes

Frequent disconnections can generate:

• Call drops
• Registration errors
• Loss of stability in the agent's session
• Monitoring is automatic and continuous while the agent is active.