Incoming calls landing to same agent

[GirishMani]

Hi,

We are using Vicidial 2.13, asterisk 1.8.23. We are facing an issue of merging incoming calls.

Scenario : When agent A is already on call(manual outbound call), incoming call is directly landed to the same agent A.

Thanks
Girish

[blackbird2306]

What is your exactly vicidial version, build and installation method? Any modifications? In newer revisions some bugs were fixed related to your issue. Just update your vicidial version.

[GirishMani]

Hi,

Please find below details.

Vicidial version - 2.13-502c
Build - 161126-2137
Installed by vicidial script
astguiclient_2.13rc1.zip
asterisk 1.8.23.0
dahdi 2.10.2
libpri 1.4.15

Thanks

[williamconley]

Hi,

We are using Vicidial 2.13, asterisk 1.8.23. We are facing an issue of merging incoming calls.

Scenario : When agent A is already on call(manual outbound call), incoming call is directly landed to the same agent A.

Thanks
Girish

Please verify your installation method: Where did you get that ZIP? What .iso image or base OS did you use?

How often does this happen? Is there any sort of pattern? Specific agent(s)? Server(s)?

Next: There are two main reasons for agents to get more than one call.

1) Overloaded server. Check this with "uptime" and/or "htop" during an issue-prone moment (doesn't count any other time, not even if you're off by a few seconds).

2) Agents pushing "enter"! (after they are already in a session, but not editing a text field at that precise moment: the web page catches the "enter" ...) IE: There was a bug ... which has theoretically been fixed. Upgrading may resolve your issue if that's the reason.

[blackbird2306]

2) Agents pushing "enter"! (after they are already in a session, but not editing a text field at that precise moment: the web page catches the "enter" ...) IE: There was a bug ... which has theoretically been fixed. Upgrading may resolve your issue if that's the reason.

If you find out it has something to do with the "enter" button, then there is in vicidial.php a hard coded setting to solve this bug. Change it from "0" to "1" (this bug was also persistent in Firefox and we solved it by changing):

Code: Select all

##### DEFINABLE SETTINGS AND OPTIONS
###########################################
...
$focus_blur_enabled             = '1';  # set to 1 to enable the focus/blur enter key blocking(some IE instances have issues)


[GirishMani]

Hi,

We are using Vicidial 2.13, asterisk 1.8.23. We are facing an issue of merging incoming calls.

Scenario : When agent A is already on call(manual outbound call), incoming call is directly landed to the same agent A.

Thanks
Girish

Please verify your installation method: Where did you get that ZIP? What .iso image or base OS did you use?

How often does this happen? Is there any sort of pattern? Specific agent(s)? Server(s)?

Next: There are two main reasons for agents to get more than one call.

1) Overloaded server. Check this with "uptime" and/or "htop" during an issue-prone moment (doesn't count any other time, not even if you're off by a few seconds).

2) Agents pushing "enter"! (after they are already in a session, but not editing a text field at that precise moment: the web page catches the "enter" ...) IE: There was a bug ... which has theoretically been fixed. Upgrading may resolve your issue if that's the reason.

Hi williamconley,

I got that zip file file from sourceforge.net. This is the link https://sourceforge.net/projects/astgui ... p/download
We have installed Cent OS 6.5 OS.
And this issue was not frequent. Only few times in a day(random time) it was occurring.

Thanks.

[GirishMani]

2) Agents pushing "enter"! (after they are already in a session, but not editing a text field at that precise moment: the web page catches the "enter" ...) IE: There was a bug ... which has theoretically been fixed. Upgrading may resolve your issue if that's the reason.

If you find out it has something to do with the "enter" button, then there is in vicidial.php a hard coded setting to solve this bug. Change it from "0" to "1" (this bug was also persistent in Firefox and we solved it by changing):

Code: Select all

##### DEFINABLE SETTINGS AND OPTIONS
###########################################
...
$focus_blur_enabled             = '1';  # set to 1 to enable the focus/blur enter key blocking(some IE instances have issues)


Hi blackbird2306 & williamconley,

Thanks for your suggestions.

We have checked this in few scenarios which are explained below

Scenario 1 : First we logged in as an agent in linux client PC(OS:Fedora 27) with Firefox version 61.0.1 and after dialling Manual Dial, when we press "Enter" in keyboard, different phone number was dialling and when we pressed continuously multiple number from pre-uploaded list was dialling out as you told above. So we made your suggested change in vicidial.php and rebooted server. After reboot we logged again and check in that same PC. Nope issue was not resolved, but before and after making change in vicidial.php from other browser(chromium browser) there were no issues of dial out of number upon pressing ENTER.

NOTE : All this was tested with Vicidial 2.7 server

Scenario 2 : Same as above repeated(after & before making changes in vicidial.php) with Vicidial 2.13 server as well. In other browsers(IE or Chromium borowser or google chrome) there was no issue. Only in firefox browsers irrespective of client OS(Windows 10/Fedora 27/Linux Mint 17), issues was persisting.

Thought you ought to know. Is this the issue of firefox browser?

Will post if any new development.

Once again thanks for your suggestions.

Cheers.

[williamconley]

If you are experiencing a problem others are not ... first you should UPGRADE and see if the problem goes away, as many of these bugs have already been eradicated. Upgrading Vicidial is fairly easy and not a bad idea as a "first reflex". You are working with an earlier release, the community is working with 2.14 with daily updates/upgrades. Bugs are not ordinarily fixed in previous releases, but in the development/community version. Upgrade!

I got that zip file file from sourceforge.net. This is the link https://sourceforge.net/projects/astgui ... p/download
We have installed Cent OS 6.5 OS.

1) Please don't take this the wrong way.

2) Seriuosly. But here we go:

3) You have the earmarks of a "very smart person" and may at some point outsmart yourself in the Vicidial arena. My BEST advice to you is to (at your next sign of trouble, or now in preparation for that trouble ...) reinstall your system with Vicibox.com's .iso installer if you can. If you have some sort of restriction that blocks your ability to install from an .iso, use Stock CentOS and the instructions available at Goautodial.com, then upgrade as soon as you're finished and you should have a stock/stable universally used system (not as universal as the Vicibox installer, but close).

Vicibox.com has a PDF for installation, Goautodial's site has a Wiki.

After installation, switch to the Vicidial Manager's Manual for configuration.

4) Yes, I realize you probably know most of that already, but I've seen a lot of very smart techs ... battle for weeks with arcane "installation specific" bugs that were generated by their specific installation method.

That being said: Yes, browser-specific bugs are fairly normal in the linux (and thus vicidial) world when we're talking about websites with specific behavioral issues. Vicidial's Agent Screen is ... special. It's also the cumulative work of thousands of production hours designed to cover virtually every call center on Earth's needs. So it's got its reasons for specialness.