1 Call waiting for agents when agents are in ready status

[TroyD]

Quite often I see when watching the real time screen that there is a call waiting for an agent, yet I have 8-10 agents ready but they dont get the call. I dont recall this happening in the earlier versions. Im currently using VERSION: 2.2.1-237 BUILD: 100510-2015.. Anyone else get this?? I still get lots of calls delivered to the agents but I see this a lot.. I am also using the Sangoma CPA engine set up by the Vicidial Support staff.. Any suggestions??

[mflorell]

Inbound, outbound, blended?

If blended, what are the queue priorities for the in-groups and campaign?

agiout logfile output of the on-hold calls, and vicidial_live_agent contents from the same point in time?

[TroyD]

Sorry, I should have given more information, We only do outbound dialing and the queue priority is currently set to 50% Higher, I just noticed that it was set incorrectly, I see that one of my managers has also left the inbound/blended to 'Y' possibly from when we did an inbound campaign, I am posting this (embarassingly) becuase it may help someone else. I looked briefly and had not noticed that the Queue priority was set so high. I didnt think the inbound being set to 'Y' mattered as we are just not getting any inbound calls on any trunks for now, but missed the queue priority completley!! I have set inbound/blended to 'N' and queue priority to 0 again. (I think one of my managers is setting this to 50 for some reason because I have seen it before and corrected it..) Hopefully this will solve it, if not, ill include agi out, etc...
Thanks again Matt!! Wish I would have caught this before posting!
-T

[williamconley]

50% High is the default for the stock systems i've seen. You have to change it manually back to 0 when you create a new campaign.

[TroyD]

50% High is the default for the stock systems i've seen. You have to change it manually back to 0 when you create a new campaign.

Thanks for that, thought it was one of my managers..

[TroyD]

50% High is the default for the stock systems i've seen. You have to change it manually back to 0 when you create a new campaign.

Thanks for that, thought it was one of my managers..

I still see the same thing happening, the drop rate doesn't seem to increase, but I see quite a few calls on the summary screen for the campaign that are never delivered to agents. I corrected all of the settings and set blended to 'N'... We use the Sangoma CPA and we are not anywhere near the channel limits of the T1 PRI nor over our licensed Sangoma CPA concurrent channels. I clicked on the option in the summary screen to see the customers phone number, I copied one that was showing in the queue, but never went to agents and dialed the number manually, it was a good phone number and someone answered! So even though we are handing off a lot of calls to agents, it is killing me not being able to figure out what is causing this issue.. weird...

[mflorell]

We have run into this several times with clients, usually it is a configuration issue, or the agents that are available have not selected to take blended calls.

[williamconley]

When i've bumped into it, it has always been either "noone logged in to the ingroup" or changing the outbound to lower "rank" and the inbound to higher "rank" during press one triggered the inbounds to take precedence and "pass" the "in-progress" outbound calls to get to an agent. (IE: if this is a press-one campaign, the outbound calls "listening to the recording" can Block incoming calls ... until the priorities are reversed ... then it works properly).

if it's NOT a press-one, it's still worth experimenting with (along with the path of the call such as whether the call is on a server with an available agent or must be passed to another server to get to an agent ... but we've never had a problem with that, the code there seem very tight to pass to another server and get to an agent).

[TroyD]

There is usually about 4-6 agents logged in and there is NO inbound configured and blended is off. It never happened until we upgraded to 2.2.1 and invoked the sangoma CPA. There is only 1 Vici/asterisk box, the other 2 servers are MYSQL and Web respectively. We had the vicidial team configure the CPA, and gateway box.. So there are a total of 4 boxes involved.. 1XVicidial - 1XMYSQL - 1APACHE - 1Winblows CPA Box.. Maybe I'll get the Vicidial team involved again and take a look. Thanks for the input however! No ranking either, all agents are equal.. No IVR, just basically outbound calling, nothing special..

[williamconley]

have you verified that the outbound campaigns are all ranked equally? (not the agents, the campaigns)

and have you been able to identify calls that "didn't make it" through some means? (if so: what means? which logs? tables?)

is it possible that these were merely hang ups that happened before drops?

is there any correlation / common thread between them?

[TroyD]

have you verified that the outbound campaigns are all ranked equally? (not the agents, the campaigns)

and have you been able to identify calls that "didn't make it" through some means? (if so: what means? which logs? tables?)

is it possible that these were merely hang ups that happened before drops?

is there any correlation / common thread between them?

Funny you should mention Hangups before drops. I thought the same thing but the only thing that made me look again was when I saw about 5 or 6 of these calls very close to each other and thought "there couldn't be that many hangups that quick", I had the summary screen show the customer Phone # and quickly copied it and called it. Got an answer right away from a business. It does not increase the drop count at all, so it very well may be hangups before the trunk gets time to xfer to agents.. If that is the case and I slightly suspect that it may be then all is good, just don't want to loose a lead due to mis config.. All campaigns are ranked the same.. Queue priority is 0 and everything else is balanced..No blended, etc.. just plain old outbound on ratio (we tweak ratio between 1-2 through out the day..) Our big issue is that the agents hop on and off all of the time, so adaptive may be an option if I can get it to taper, or increase very quickly.. another thought was to create a trigger that would adjust the ratio instantly when agents log on/off.. but thats another bit of fun I'll have some other day! Thanks for the input, and Ideas.. Another thing I would like to do (a bit off subject for the post) is to get the web interface on VICIDIALNOW to work inside the current install. it is pretty enough to sidetrack the agents for a while and make them think its an all new system! LOL...

[sraza_1985]

Hello Team,
I have done installation of Goautodial 3.0 from Yum on CentOS release 5.10.1 (Final)
Installation method.
go autodial wiki 64 bit

My Hardware are as follow
Quad Processor 10 Core Westmere EX 4850 - 2.00GHz - 4 x 24MB cache
512 GB DDR3 Registered 1066
4TB x3 SATA III in RAID 5

My problem is that one of my client needs to answer the calls within 3 bells.
I have created Inbound group and inside that group I have set the following parameters. (used vicidial admin.php file for this)


Group ID: xyoo
Group Name: xyoo
Group Color:
Active:
In-Group Calldate: 2014-10-10 03:57:56


Admin User Group:
Web Form:
Web Form Two:
Next Agent Call: Random
Queue Priority: 0 even
On-Hook Ring Time: 15
On-Hook CID: GENERIC
Fronter Display: Y
Script: -
Ignore List Script Override: N
Get Call Launch:
Transfer-Conf DTMF 1:
Transfer-Conf Number 1:
Transfer-Conf DTMF 2:
Transfer-Conf Number 2:
Transfer-Conf Number 3:
Transfer-Conf Number 4:
Transfer-Conf Number 5:
Timer Action: NONE
Timer Action Message:
Timer Action Seconds: 1
Timer Action Destination:
Drop Call Seconds: 28
Drop Action: CALL MENU
Drop Exten: 8307
Voicemail: voicemail chooser
Drop Transfer Group:
Drop Call Menu: xyz654
Call Time: 24 hours
Holidays defined for this call time: 0
Action Transfer CID:
After Hours Action:
After Hours Message Filename: audio chooser
After Hours Extension:
After Hours Voicemail: voicemail chooser
After Hours Transfer Group:
After Hours Call Menu:
No Agents No Queueing: Y
No Agent No Queue Action: Call menu
Call Menu: xy00

Max Calls Method: Disabled
Max Calls Count:
Max Calls Action:
Welcome Message Filename: None audio chooser
Play Welcome Message: Always
Music On Hold Context: xyz123 moh chooser (7 second file 2.5 ring sec and 4.5 sec of silence in sln format)
On Hold Prompt Filename: silent audio chooser (1 sec of silence in gsm format)
On Hold Prompt Interval: 60
On Hold Prompt No Block: Y
On Hold Prompt Seconds: 1
Play Place in Line:
Play Estimated Hold Time:
Calculate Estimated Hold Seconds:
Estimated Hold Time Minimum Filename: audio chooser
Estimated Hold Time Minimum Prompt No Block:
Estimated Hold Time Minimum Prompt Seconds:
Wait Time Option:
Wait Time Second Option:
Wait Time Third Option:
Wait Time Option Seconds:
Wait Time Option Extension:
Wait Time Option Callmenu:
Wait Time Option Voicemail: voicemail chooser
Wait Time Option Transfer In-Group:
Wait Time Option Press Filename: audio chooser
Wait Time Option Press No Block:
Wait Time Option Press Filename Seconds:
Wait Time Option After Press Filename: audio chooser
Wait Time Option Callback List ID:
Wait Hold Option Priority:
Estimated Hold Time Option:
Hold Time Second Option:
Hold Time Third Option:
Hold Time Option Seconds:
Hold Time Option Minimum:
Hold Time Option Extension:
Hold Time Option Callmenu:
Hold Time Option Voicemail: voicemail chooser
Hold Time Option Transfer In-Group:
Hold Time Option Press Filename: audio chooser
Hold Time Option Press No Block:
Hold Time Option Press Filename Seconds:
Hold Time Option After Press Filename: audio chooser
Hold Time Option Callback List ID:
Agent Alert Filename: ding audio chooser
Agent Alert Delay: 1000
Default Transfer Group:
Default Group Alias:
Dial In-Group CID:
Hold Recall Transfer In-Group:
No Delay Call Route: Y
In-Group Recording Override:
In-Group Recording Filename:
Stats Percent of Calls Answered Within X seconds 1:
Stats Percent of Calls Answered Within X seconds 2:
Start Call URL:
Dispo Call URL:
Add Lead URL:
No Agent Call URL:
Extension Append CID:
Uniqueid Status Display:
Uniqueid Status Prefix:

agent's phones are on hook.

My problem is that some time the call does get the ring sound (played in MOH context) and than send to the agent within 3-4 second but some times (more than 60%) the agents are available (I have not let the agents select the ingroup but did it from admin panel and they do recieve call) and call is not send to the agent. after 28 second i have top send the call to another call menu which will transfer it to another call center.

I can also share you the agi.out of the call that is not send to the agent.


2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- accountcode =
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- callerid = 202027496
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- calleridname = unknown
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- callingani2 = 0
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- callingpres = 0
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- callingtns = 0
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- callington = 0
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- channel = SIP/5060-000c5091
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- context = default
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- dnid = 18182004398
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- enhanced = 0.0
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- extension = 99909*1299***DID
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- language = en
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- priority = 2
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- rdnis = unknown
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- request = agi-VDAD_ALL_inbound.agi
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- type = SIP
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- uniqueid = 1412830861.2588627
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi|AGI Variables: |1412830861.2588627|SIP/5060-000c5091|99909*1299***DID|SIP||
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi|+++++ INBOUND CALL VDCL STARTED : |cb911|-18182004398|2014-10-09 00:01:03
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|VDAD vicidial_list search |202027496|SELECT lead_id from vicidial_list where phone_number='202027496' order by last_local_call_time desc limit 1;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|VDAD vicidial_list found |215838|SELECT lead_id from vicidial_list where phone_number='202027496' order by last_local_call_time desc limit 1;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|DAILY STATS UPDATE cb911|1|UPDATE vicidial_daily_max_stats SET update_time=NOW(),max_inbound='1' where campaign_id='cb911' and stats_type='INGROUP' and stats_flag='OPEN';|

2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|-- NANQUE Check: |2|SELECT count(*) FROM vicidial_live_agents where closer_campaigns LIKE "% cb911 %" ;
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi||SELECT campaign_id FROM vicidial_campaigns where active='Y' and campaign_allow_inbound='Y';|215838|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|callerID changed: "Y0090001030000215838 <202027496>"
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|SELECT auto_call_id from vicidial_auto_calls where uniqueid='1412830861.2588627' and server_ip='10.53.32.141';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi||INSERT INTO vicidial_auto_calls SET server_ip='10.53.32.141', campaign_id='cb911', status='LIVE', lead_id='215838', uniqueid='1412830861.2588627', callerid='Y0090001030000215838', channel='SIP/5060-000c5091', phone_code=' ', phone_number='202027496', call_time='2014-10-09 00:01:03', call_type='IN', stage='LIVE-0', queue_priority='0' ;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|1|SELECT count(*) from vicidial_auto_calls where status = 'LIVE' and campaign_id='cb911';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|1|UPDATE vicidial_auto_calls SET queue_position='1' WHERE auto_call_id='405477';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi||INSERT INTO vicidial_closer_log SET lead_id='215838', campaign_id='cb911', call_date='2014-10-09 00:01:03', start_epoch='1412830863', status='QUEUE', phone_code=' ', phone_number='202027496', user='VDCL', processed='N', xfercallid='0', uniqueid='1412830861.2588627', queue_position='1' ;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|-- VDCL : |215838|0|102211|insert to vicidial_closer_log
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|-- ENTER QUEUE VLE insert: |1|
|INSERT INTO vicidial_log_extended set uniqueid='1412830861.2588627',server_ip='10.53.32.141',call_date='2014-10-09 00:01:03',lead_id = '215838',caller_code='Y0090001030000215838',custom_call_id='';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|DID IVR time logged: 2014-10-09 00:01:03|1412830863|1|UPDATE call_log set end_time='2014-10-09 00:01:03',end_epoch='1412830863',length_in_sec=1,length_in_min=' 0.02',extension='Y0090001030000215838' where uniqueid='1412830861.2588627'|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|Recording stopped: 1412830862|1412830863|1|UPDATE recording_log set end_time='2014-10-09 00:01:03',end_epoch='1412830863',length_in_sec=1,length_in_min=' 0.02' where recording_id='479245'|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and campaign_id = 'cb911' and call_time < "2014-10-09 00:01:03" and lead_id != '215838' and queue_priority >= '0' and agent_only='';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and lead_id != '215838' and agent_only='' and ( (queue_priority > '0') or (queue_priority = '0' and call_time < "2014-10-09 00:01:03") );|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|||SELECT conf_exten,user,extension,server_ip,last_call_time,ra_user,campaign_id,on_hook_agent,on_hook_ring_time FROM vicidial_live_agents where status IN('CLOSER','READY') and lead_id<1 and campaign_id IN('TESTCAMP') and closer_campaigns LIKE "% cb911 %" and last_update_time > '20141009000058' and vicidial_live_agents.user NOT IN('','') order by random_id limit 1;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|-- VDAD get agent: |15|0|990|1000|0|0||0|update of vla table: cb911|
|UNLOCK TABLES;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|NNNNN No available balance agent found
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|ring_no_answer_agents reset
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and campaign_id = 'cb911' and call_time < "2014-10-09 00:01:03" and lead_id != '215838' and queue_priority >= '0' and agent_only='';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and lead_id != '215838' and agent_only='' and ( (queue_priority > '0') or (queue_priority = '0' and call_time < "2014-10-09 00:01:03") );|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|||SELECT conf_exten,user,extension,server_ip,last_call_time,ra_user,campaign_id,on_hook_agent,on_hook_ring_time FROM vicidial_live_agents where status IN('CLOSER','READY') and lead_id<1 and campaign_id IN('TESTCAMP') and closer_campaigns LIKE "% cb911 %" and last_update_time > '20141009000058' and vicidial_live_agents.user NOT IN('','') order by random_id limit 1;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|-- VDAD get agent: |15|0.25|991|1000|0|0||0|update of vla table: cb911|
|UNLOCK TABLES;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|NNNNN No available balance agent found
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|ring_no_answer_agents reset
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and campaign_id = 'cb911' and call_time < "2014-10-09 00:01:03" and lead_id != '215838' and queue_priority >= '0' an:



here you can see that it has not found any agent. although at this point 2 agents were free.

I have 32 agents using blended campaign
sraza_1985

Posts: 1
Joined: Fri Oct 10, 2014 5:11 am