Realtime report and agent status are not in sync

[arunvsadnikov]

Hi Guys,

We started seeing an issue with real time report, it is not in sync with agent call status for some agents. We do see that the agent is taking to the client but it is not reflecting in the real time report (Their status will be either PAUSED or DISPO, refreshing the page is not helping either). We have 33 agents actively using the system and the CPU and memory utilization on the server is under control. Can someone help with the right direction to troubleshoot this issue please?

Thanks
~Arun

ViciBox v.9.0.1 191123-0203
Single node Vicibox installation
15G Memory, 24 Core CPU, 480G SSD
VERSION: 2.14-741a
BUILD: 200318-1330
Asterisk 13.27.1-vici

[carpenox]

Are you using webrtc? thats usually because of lag, check the agents status i bet you see a bunch of LAGGED on the reports, or check the lag report

[arunvsadnikov]

Are you using webrtc? thats usually because of lag, check the agents status i bet you see a bunch of LAGGED on the reports, or check the lag report

No, we are not using webrtc. I can see for couple of agents there are 07 to 10 minutes LAGGED in the report. But if this is due to LAGGED issue, their status in real time report will have LAGGED labelled? From what we have seen so far either it goes to PAUSED or DISPO. If this is happening due to any connection issue with the agent screen and web server, is there any retry before changing the status automatically?

[carpenox]

no it will pause or leave them in dispo, it doesnt show laggd on the realtime report, you are probably having a NAT issue

[arunvsadnikov]

no it will pause or leave them in dispo, it doesnt show laggd on the realtime report, you are probably having a NAT issue

Ok thanks, One thing my team brought to my attention that they are seeing this issue when the call duration is high for eg: agent talking to customer for more than 40 Min. So I doubt its a network issue(I ll check for any networking issue btw).

[jxk7581]

We are experiencing this same issue since March on one of our clusters:
Scratch Build
Asterisk: 13.17.2-vici
VERSION: 2.14-664a
BUILD: 180310-2321
WebRTC: No

But a brand new cluster we launched doesn't have the issue (same sites and some agents moved from above cluster to new cluster):
Asterisk: 13.21.0-vici
VERSION: 2.14-784a
BUILD: 210124-0947
WebRTC: No

So I don't think this is either Network or Chrome version related.

[carpenox]

webphones or soft?

[jessiekidfernando]

It is happening either via softphone or webphone.

[carpenox]

well i do notice one thing the same with all 3 of your setups, dahdi 2.11 instead of 3.1, try updating dahdi and see if that helps

[jessiekidfernando]

Aside from DAHDI? It was working before without upgrading the dahdi module.

[carpenox]

my theory is that the openssl updates for tls are whats causing it, and im not sure if dahdi 2.11 has the ability to use the newer version of openssh1.1.1 instead of openssh1.0.1, this is just a theory though, other than that, you should ask the guys in the GC and see if anyone has any ideas

[jessiekidfernando]

Anyone who has a fix on this issue aside from updating the dahdi?