Agent Hearing Background Sounds from Another Office

[d001]

Hello,
I hope this message finds you all well!

I encountered something strange today. One of my agents started hearing background sounds from another office. Both agents were using Vicidial with the blended method.

After I logged out and logged back in with the agent who was hearing the sounds, the issue was resolved, and they no longer heard anything.

Although everything is fine now, my agents are panicking, so I am seeking some answers.

At the time, I didn't check anything in real-time. However, I came across this forum post while searching for solutions: https://www.vicidial.org/VICIDIALforum/viewtopic.php?f=4&t=4802. I believe it’s possible they may have been in the same conference, but I’m not sure how this could have happened.

Has anyone experienced something similar or know if this could have been caused by something else?

Thanks in advance, and apologies for any inconvenience.

[carpenox]

yes they definitely were more than likely in the same conference, this can happen a few ways, the first probably being the case, the asterisk server(s) were overlaoded. However it can also be if its in cluster and the phones werent configured the proper way with extensions for phone 1000 being 1000, 11000, 21000, 31000 etc... and finally that two people logged into the same phone with different user accounts.

[d001]

Thank you for the detailed response! It makes sense that an overloaded Asterisk server could cause this issue.

[carpenox]

my pleasure, happy holidays if you celebrate

[williamconley]

Thank you for the detailed response! It makes sense that an overloaded Asterisk server could cause this issue.

in addition to an overload, consider the possibility that one of your agent or managers dialed in to the conference in question rather than logging in.

In my experience this can happen easliy if you use webphones and two or more agents login with the same webphone extension.

i generally don't point to "malfeasance" as the first option when something goes wrong, but I also don't ignore the possibility.

if it ever happens again, be sure to at least get the conference number so you can check for manual dials into that conference (direct from a phone) and check the admin logs for barge logins from the realtime screen as well.

oddly, i've even had a couple clients with poorly designed inbound DIDs configured in such a way that (from a call menu or other method) a LEAD can land themselves in a different conference. Which is why we all strongly suggest using Vicidial like it's designed rather than creating your own "really cool" dialplan entries or activating asterisk features you don't truly understand while re-inventing Vicidial. LOL (this generally only happens when someone with previous Asterisk experience starts running a Vicidial system ...)

[dspaan]

In my experience this can happen easliy if you use webphones and two or more agents login with the same webphone extension.

[williamconley]

In my experience this can happen easliy if you use webphones and two or more agents login with the same webphone extension.

Excellent point!