Agent available but outbound calls don't get connected to it

[xoy74]

I set up a Vici cluster with one database server, one web server and 2 telephony servers for now (to be expanded when it goes live) and we're doing testing on it.
This is for an outbound-only call center.
The servers were installed a couple years ago, all from the Vicibox ISO ViciBox_v10.x86_64-10.0.1.iso
I also did an upgrade from SVN last week, hoping that it will help with my issue, but unfortunately it didn't.
The versions are
VERSION: 2.14-934a
BUILD: 250103-0843
SVN Version: 3594
DB Schema Version: 1724
The Asterisk servers show ViciBox v.10.0.1 220503, and the asterisk itself is Asterisk 13.38.2-vici
The problem I am having, on the outbound campaign is that a few calls connect OK, then I will have one or two calls that don't connect to the agent after the called number answers. Sometimes the agent's screen will show "Calls in Queue: 1", other times it will not show it. Sometimes the audio will get connected to the agent, but the screen info will not come through, other times there will be no audio and screens.
Looking through the asterisk's logs, I compared a good call and a bad one and found that it calls an AGI script

Code: Select all

[Jan 21 09:29:57]     -- Executing [8368@default:3] AGI("SIP/sansaytorcolo-0000004a", "agi-VDAD_ALL_outbound.agi,NORMAL-----LB-----V1210929090013529629") in new stack
[Jan 21 09:29:57]     -- Launched AGI Script /usr/share/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi
[Jan 21 09:29:57]     -- <Local/914163170798@default-00000038;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----15-----0-----SIP 200 OK) completed, returning 0
[Jan 21 09:29:57]   == Spawn extension (default, 138368, 2) exited non-zero on 'Local/914163170798@default-00000038;1'
[Jan 21 09:29:57] WARNING[20314][C-00000069]: func_hangupcause.c:140 hangupcause_read: Unable to find information for channel
[Jan 21 09:29:57]     -- Executing [h@default:1] AGI("Local/914163170798@default-00000038;1", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------------)") in new stack
[Jan 21 09:29:57]     -- <Local/914163170798@default-00000038;1>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------------) completed, returning 0
[b][Jan 21 09:29:58]     -- <SIP/sansaytorcolo-0000004a>AGI Script agi-VDAD_ALL_outbound.agi completed, returning 0[/b]


On the last quoted line, for good calls, the script returns 0, and for bad ones it returns 4.
My understanding is that agi-VDAD_ALL_outbound.agi takes care of assigning answered calls to agents. Any idea how can I debug what it does and why it fails on some calls ?

[williamconley]

Are these servers virtual?

Were there any errors during upgrade? (And are you saying this problem existed before AND after the upgrade?)

Do you have a reason to believe that the calls which never made it to an agent are still live calls (eg: did the called party disconnect, thus ending the call?)

[xoy74]

Thanks for the reply. The servers are all physical. There were no errors during the upgrade and I was having the same issue before (that's the reason I did the upgrade, I was hoping it would improve the situation). It's a test campaign that just calls my cell phone, so I know if the outbound calls get connected.

[williamconley]

Looks like you only posted a small portion of the call, and it seems like it may be after the call has terminated. Thus we have no reason for termination visible. If the reason for termination is shown, we'll likely find why the calls never get to your agent session.

Post one call, beginning to end (dial to hangup) with no other calls interfering and causing confusion. We'll probably find our culprit.