Queuemetrics - missing unanswered calls

[francesco_r]

I have successfully enabled the Queuemetrics logging in Vicidial shipped with distro Goautodial 3.3 (VERSION: 2.9-441a BUILD: 140612-1628) used only for outbound campaigns.
In Queuemetrics 14.06.2 i can see all answered calls and status. However on unanswered calls tab, only DROP calls are present.
All the remaings NA or AA records are missing from the Queuemetrics DB but present in the Vicidial reports.
Is this is the normal behaviour? It's possibile to enable the logging off all calls?
Thank you

Francesco

[mflorell]

It works fine in our client implementations using QM and Vicidial together. Although none of those are running such an old version, and none of them are running on GoAutoDial.

[francesco_r]

I tried to upgrade only agi-VDAD_ALL_outbound.agi from 2.11 tarball because i see in the last changelog of that file "141219-1219 - Fixed issue related to QM logging", but all outbound calls stopped working, so i reverted to the the original agi.
Is it possibile to see all the code upgraded in the release 141219-1219?
I fear to upgrade all the package because the GoAutoDial integration.
Thank you
Francesco

[mflorell]

All of the code is in SVN, so you can use any SVN browser to view every change individually if you want.
http://wiki.vicidial.org/index.php/SVN:howto

[francesco_r]

I have reinstalled the lastest release using Vicibox 6.0 / VERSION: 2.12-510a BUILD: 150917-1629 but i have the same problem...
Only successfully answered call are logged in queue_log table of Queuemetrics. I use Ratio Dial Method.

For example this is a sample Vicidial export log:

Code: Select all

2015-09-23 17:19:16   3281234567   SALE   2001   Utente 2001   TESTOUT         990   2.00   39   3281234567      mario      rossi                           U   0000-00-00                  USERS   NONE   0      14   TestList   TestList   Sale Made
2015-09-23 17:21:57   061234567   NA   VDAD   Outbound Auto Dial   TESTOUT         990   2.00   39   061234567      Luca      rossi                              0000-00-00               0      NONE   0      15   TestList   TestList   No Answer AutoDial
2015-09-23 17:22:03   06998899   NI   2001   Utente 2001   TESTOUT         990   2.00   39   06998899      sara      bianchi                           U   0000-00-00               14   USERS   MAIN   0      16   TestList   TestList   Not Interested


But in the Mysql queue_log table of Queuemetrics i have only this:

Code: Select all

PART   TIMEID      CALLID         QUEUE      AGENT      VERB      DATA1   DATA2     DATA3   DATA4 DATA5   SERVER   UNIQUE
P01    1443021556    V9231719030000000014    TESTOUT    NONE       CALLOUTBOUND         3281234567                VIC    1
P01    1443021556    V9231719030000000014    TESTOUT    Agent/2001    CONNECT    0                        VIC    2
P01    1443021577    NONE          NONE       Agent/2001    PAUSEALL                             VIC    1
P01    1443021615    NONE          NONE       Agent/2001    UNPAUSEALL                             VIC    1
P01    1443021638    V9231719030000000014    TESTOUT    Agent/2001    COMPLETEAGENT    0    82    1              VIC    1
P01    1443021638    NONE          NONE       Agent/2001    PAUSEALL                             VIC    2
P01    1443021642    V9231719030000000014    TESTOUT    Agent/2001    CALLSTATUS    SALE                        VIC    1
P01    1443021643    NONE          NONE       Agent/2001    UNPAUSEALL                             VIC    1
P01    1443021723    V9231721590000000016    TESTOUT    NONE       CALLOUTBOUND         06998899              VIC    1
P01    1443021723    V9231721590000000016    TESTOUT    Agent/2001    CONNECT    0                        VIC    2
P01    1443021730    V9231721590000000016    TESTOUT    Agent/2001    COMPLETECALLER    0    11    1              VIC    1
P01    1443021737    NONE          NONE       Agent/2001    PAUSEALL                             VIC    1
P01    1443021747    V9231721590000000016    TESTOUT    Agent/2001    CALLSTATUS    NI                        VIC    1
P01    1443021747    NONE          NONE       Agent/2001    UNPAUSEALL                             VIC    2

As you can see, the call with number 061234567 (wrong number) is not logged in QM, instead the other two answered 3281234567 and 06998899 are correctly inserted. Why? This is a bug?
Thank you

[mflorell]

I have no idea why it isn't working in your system, we have several clients using it on a daily basis with the latest code and they don't have these issues. Some places to check might be in the error_log of apache to see if something is erroring out for some reason.

[francesco_r]

No errors in apache log.
It's possibile to open a paid support ticket to "vicidial com"?
My customer absolutely need to resolve this issue.
Thank you.

[mflorell]

I went and reviewed the code as well as my notes from developing the QM integration with Vicidial over the years, and your initial post is the correct behavior, NA calls are not logged to queue_log. The reason is, frankly that queue_log couldn't handle the load. We attempted this early on and it created so much queue_log MySQL traffic that it slowed dialing down to a crawl. the architecture of a single event-based database table logging everything simply could not handle the kind of auto-dialing we were trying to throw at it even on a single-server testing system.

The other issue with those not-answered calls was, at the time, QueueMetrics had no way to report calls that were not answered by the customer. It only could handle calls that were answered or not answered by an agent once they got into a "queue". Since NA calls never entered a "queue", they could not be displayed. I know that this has changed with QM in the last couple years, along with their ability to finally show stats on IVR activity.

At this point, it would take significant work to figure out how to log NA auto-dial outbound calls properly in queue_log along with writing the code in all of the auto-dialing processes to handle those not-answered results, and that still doesn't fix the bottleneck issues that can be caused with moderate to heavy outbound dialing systems and the queue_log being bogged down in logging of non-answered outbound calls.

As for consulting, we can certainly write up a quote for what it would take to add this kind of logging, but it's probably going to be in the range of 30-40 hours($5400 - $7200)

I'm sorry I didn't fully grasp the explanation of what was being asked at first.