Agent on Call but shows on Dispo in reports

[Jitin]

Hello Team,

Asterisk version : 11.22.0
VERSION: 2.14-621a
BUILD: 170717-1444
OS : centos 6.9
It is a scratch install.


When agents are on long call, for some of the agents who are in call, in real time reports, it shows on Status "Dispo" instead of "incall".
This hampers the reports. Kindly provide a solution for the same.

[Jitin]

@mflorell @blackbird2306

Can you please help me in this as well?

[Jitin]

Hello Team

Its been few days that I posted this issue but didn't receive any response till now. Can you please provide me solution for the same

[mflorell]

You don't provide much detail on this issue.

How long does it take for the call to change to DISPO?
Does it happen to every call after this amount of time?
Does it happen to every agent?

[Jitin]

It happens like thrice in a week, not to every call
and calls which are more than 60 min longs, goes to dispo
it happens with all the agents at that time and after half hour it gets corrected automatically

[Jitin]

Sometimes, it is like
agent shows on DEAD on Real Time Reports but is actually on call

[tgalan]

Hello guys

I'm having the same issue on the Realtime main report, agent show as DISPO but actually, the agent in on a call, on agents screen system shows as live calls.

NTP settings are working, Time on servers match to the second.


---
Vicibox 8.1 -- 1 DB/WEB/FILE --- 1AST--- VERSION: 2.14-696a BUILD: 190108-0806 SVN Version: 3059 DB Schema Version: 1562

[williamconley]

Hello guys

I'm having the same issue on the Realtime main report, agent show as DISPO but actually, the agent in on a call, on agents screen system shows as live calls.

NTP settings are working, Time on servers match to the second.


---
Vicibox 8.1 -- 1 DB/WEB/FILE --- 1AST--- VERSION: 2.14-696a BUILD: 190108-0806 SVN Version: 3059 DB Schema Version: 1562

FYI: you missed the full version of the intaller (8.1.??) the last bit is missing. It matters since bug fixes are usually in that last spot.

How often does this happen? (all agents all the time? only when your server is heavily loaded? Only if you had salad for lunch? lol Hints are appreciated ...)

When did this begin? (since you built your server? just started this week?)

How old is the server?

Is there any pattern or similarity between events? Is it in any way predictable? Does it happen to certain agents but not others? (such as agents on dialer1 but not dialer2 if you have more than one server in use as a dialer, or web server 1 but not web server 2 if you have more than one web server, agents in one location but not another ...)

[jessiekidfernando]

We've been experiencing this issue too. It is happening intermittently to all of the agents. Usually, if calls are more than 6 minutes or so. Due to this, our reporting is affected.

Agent Performance Detail 2021-07-08 17:22:01
Time range: 2021-06-29 00:00:00 to 2021-06-29 23:59:59

See sample of the Agent Performance Detail Report. It only shows 59.

---------- AGENTS Details -------------

CALL STATS BREAKDOWN: (Statistics related to handling of calls only) [DOWNLOAD]
+-----------------+----------+----------------------+----------------------+--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+----------+----------+----------+----------+----------+----------+----------+----------+----------+
| USER NAME | ID | CURRENT USER GROUP | MOST RECENT USER GRP | CALLS | TIME | PAUSE |PAUSAVG | WAIT |WAITAVG | TALK |TALKAVG | DISPO |DISPAVG | DEAD |DEADAVG | CUSTOMER |CUSTAVG | ALTCON | DA | DCMX | DISMX | DN | LM | MEDPRO | NOANS | SC | SSA |
+-----------------+----------+----------------------+----------------------+--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+----------+----------+----------+----------+----------+----------+----------+----------+----------+
| John-Paul Abony | 4960 | CS-TOG | CS-TOG | 59 | 7:11:57 | 1:51:04 | 1:53 | 0:23:59 | 0:24 | 2:54:03 | 2:57 | 2:02:51 | 2:05 | 0:12:42 | 0:13 | 2:41:21 | 2:44 | 1 | 3 | 3 | 2 | 1 | 3 | 1 | 8 | 36 | 1 |
+-----------------+----------+----------------------+----------------------+--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+----------+----------+----------+----------+----------+----------+----------+----------+----------+
| TOTALS AGENTS:1 | 59| 7:11:57| 1:51:04| 1:53 | 0:23:59| 0:24 | 2:54:03| 2:57 | 2:02:51| 2:05 | 0:12:42| 0:13 | 2:41:21| 2:44 | 1 | 3 | 3 | 2 | 1 | 3 | 1 | 8 | 36 | 1 |
+-----------------+----------+----------------------+----------------------+--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+----------+----------+----------+----------+----------+----------+----------+----------+----------+

==============================
And then the User Stats Report shows 69 calls.

User Stats for 4960

2021-06-29
Open Calendar to
2021-06-29
Open Calendar Call status:
Search archived data 4960 - John-Paul Abonyi

Agent Time Sheet | User Status | Modify User | User multiple day status detail report

AGENT TALK TIME AND STATUS: [DOWNLOAD]
STATUS COUNT HOURS:MM:SS
ALTCON 1 0:01:29
DISPO 2 0:05:00
DN 1 0:00:00
INCALL 3 0:05:54
LM 3 0:03:04
NOANS 8 0:05:56
SC 36 2:21:38
DA 3 0:00:33
DCMX 3 0:14:08
DISMX 2 0:04:54
MEDPRO 1 0:03:17
SSA 1 0:06:31
TOTAL CALLS 64 3:12:24

[sagarambole]

We've been experiencing this issue too. It is happening intermittently to all of the agents. Usually, if calls are more than 6 minutes or so. Due to this, our reporting is affected.

Agent Performance Detail 2021-07-08 17:22:01
Time range: 2021-06-29 00:00:00 to 2021-06-29 23:59:59

See sample of the Agent Performance Detail Report. It only shows 59.

---------- AGENTS Details -------------

CALL STATS BREAKDOWN: (Statistics related to handling of calls only) [DOWNLOAD]
+-----------------+----------+----------------------+----------------------+--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+----------+----------+----------+----------+----------+----------+----------+----------+----------+
| USER NAME | ID | CURRENT USER GROUP | MOST RECENT USER GRP | CALLS | TIME | PAUSE |PAUSAVG | WAIT |WAITAVG | TALK |TALKAVG | DISPO |DISPAVG | DEAD |DEADAVG | CUSTOMER |CUSTAVG | ALTCON | DA | DCMX | DISMX | DN | LM | MEDPRO | NOANS | SC | SSA |
+-----------------+----------+----------------------+----------------------+--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+----------+----------+----------+----------+----------+----------+----------+----------+----------+
| John-Paul Abony | 4960 | CS-TOG | CS-TOG | 59 | 7:11:57 | 1:51:04 | 1:53 | 0:23:59 | 0:24 | 2:54:03 | 2:57 | 2:02:51 | 2:05 | 0:12:42 | 0:13 | 2:41:21 | 2:44 | 1 | 3 | 3 | 2 | 1 | 3 | 1 | 8 | 36 | 1 |
+-----------------+----------+----------------------+----------------------+--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+----------+----------+----------+----------+----------+----------+----------+----------+----------+
| TOTALS AGENTS:1 | 59| 7:11:57| 1:51:04| 1:53 | 0:23:59| 0:24 | 2:54:03| 2:57 | 2:02:51| 2:05 | 0:12:42| 0:13 | 2:41:21| 2:44 | 1 | 3 | 3 | 2 | 1 | 3 | 1 | 8 | 36 | 1 |
+-----------------+----------+----------------------+----------------------+--------+-----------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+--------+----------+----------+----------+----------+----------+----------+----------+----------+----------+----------+

==============================
And then the User Stats Report shows 69 calls.

User Stats for 4960

2021-06-29
Open Calendar to
2021-06-29
Open Calendar Call status:
Search archived data 4960 - John-Paul Abonyi

Agent Time Sheet | User Status | Modify User | User multiple day status detail report

AGENT TALK TIME AND STATUS: [DOWNLOAD]
STATUS COUNT HOURS:MM:SS
ALTCON 1 0:01:29
DISPO 2 0:05:00
DN 1 0:00:00
INCALL 3 0:05:54
LM 3 0:03:04
NOANS 8 0:05:56
SC 36 2:21:38
DA 3 0:00:33
DCMX 3 0:14:08
DISMX 2 0:04:54
MEDPRO 1 0:03:17
SSA 1 0:06:31
TOTAL CALLS 64 3:12:24

I am facing the same issue did you find any solution on it. My server is on local network so no issues of latency with agent login. Time Sync settings are proper as well NTP is working fine. Please let me know if you got the fix.

[Ikram_Ali]

Hi, we also facing the same issue, when call going above 6-7mins it shows on dispo on realtime page while agents on call actually.

It hampers a lot for reports.

Pls help.

[martinch]

Hi, we also facing the same issue, when call going above 6-7mins it shows on dispo on realtime page while agents on call actually.

It hampers a lot for reports.

Pls help.

Hey guys,

We've discussed the reasons why this happens in viewtopic.php?f=4&t=41269 as carpenox has stated, this is linked the LAGGED status where the agent interface loses connection with the ViCi backend.

I've also logged a ticket on Mantis with ID #0001356 and provided a quick and dirty patch but Matt is looking at it.

Thanks,
Martin.