Vtiger click to dial not working

[eroennig]

Hi,

We are running vicidial on a single server. Some Agents login via public ip from our second office.
Everything is working properly, except for the click to dial function in vtiger.
After clicking a number to call in vtiger nothing happens and the server becomes very slow for about 30 seconds and barely responds.

What could be wrong?

Vicidial 2.2.1-260 Build 100527-2211 | Asterisk 1.4.27.1 | Single Server | Vtiger 5.1.0

[williamconley]

"becomes slow for 30 seconds ..." for that user or everyone?

Share your vTiger configuration settings (fake one octet of the IP, modify any domain name slightly, and of course just put "usernamehere" and "passhere" instead of the real ones. LOL)

If your vTiger instance is using a local IP/domain not available off-site, the user in question won't be able to hit it. And their browser could well slow down while awaiting a response.

[eroennig]

Thanks for your quick response.

Vtiger DB Server IP: 192.168.1.40 (local ip)
Vtiger DB Name vtigercrm510
Vtiger DB Login: "user"
Vtiger DB Password: "pass"
Vtiger URL: 192.168.1.40 (local ip)

With these settings, click to dial works for a local agent, but not for an agent that connects through the internet.

"becomes slow for 30 seconds ..." for everyone. The server doesn't respond to any request for about 30 seconds, no matter which user tries.

[williamconley]

I suspect you need to use the external IP address so the agent screen can access vTiger.

Since your local agents will likely be able to hit local or public but your internet agents can ONLY use the public IP, you'll likely need to use the Public IP in the settings instead of the local for everyone to be able to use it.

[eroennig]

I changed the Vtiger DB Server IP to my public ip. But the results are still the same.

However, when I use the local ip, a popup window opens when I place a call which shows the customer's info. After changing the ip to the public ones, the popup window show the message "Could not connect: 99.xx.xxx.xxx|vtigercrm510|"user"|"pass""

Do I maybe have to forward certain ports just for Vtiger?

[eroennig]

Update:
The server only stops responding for the Agent that tries to "click to dial" from outside the network. Local Agents have no problem.

While my main problem still exists (remote access agents can't "click to dial"), I have some additional questions:
For local Agents to be able to "click to dial" I have to set the Vtiger ip to 192.168.1.40 (local ip). If this is set to the public ip, local agents can't click to dial. However, if it's set to the local IP, there won't probably be a chance for remotely accessing agents to click to dial, since they will need the settings to be the public IP, right?

I can't possibly be the only one with this certain problem, as I am sure that many call centers have remotely accessing agents...

[eroennig]

Update2:
When I place a call through the vicidial interface, the vtiger popup with the customers data comes up. Now when I click the customer's number in this vtiger popup window, I am able to call through "click to dial". However, when I close this window and open vtiger again, this time without calling the customer first in vicidial, it won't work...

Any ideas what this could be caused by?

[williamconley]

I've not looked at the vTiger click to dial methodology for quite some time. Is it a browser add-on?

[eroennig]

Sorry for taking a while to answer... The holidays...

Same problem still persists tho. It's not a browser add-on. It's the vtiger plugin that comes with vicidial and can be accessed through xxx.xxx.x.xx/vtigercrm/

I have no idea what I'm doing wrong. It's working when I try it form the local network, but not when accessing remotely.

[andrei.miron]

Did you solved the problem?

The Vicidial server can be access from Internet? Because the Vicidial plug-in for vTiger is trying to send the call via API when you "Click to dial"

[eroennig]

Hi andrei,

no, the problem still persists. Yes, the server can be accessed from the internet. The remote users can login to vicidial and vtiger, if that's what you mean...
What do you mean with "trying to send the call vie API"?

Regards

[andrei.miron]

Hi Eroennig,

From what you say: "The server only stops responding for the Agent that tries to "click to dial" from outside the network" I think the problem is in the API call to Vicidial server.
I don't get the network configuration (with 2 NIC cards or 2 IP addresses on the same card) but your problem reside in the fact that Vtiger server can't get a response from the Vicidial server (this is the slow motion for agent who "click to dial" without success).
Try to change in vtigerservice.php the Vicidial setting. Instead of $server_name = getenv("SERVER_NAME"); put your IP something like $server_name="192.168.x.x" (the local IP which is working).

Good luck,
Andrei