Manual dial: Waiting for Ring...

[tchristeas]

Hello everyone, I am having issue with manual/preview dialing. All my calls go out however after a couple of calls on the agent's main screen when they place a call, the "Waiting for Ring..." caption is visible after the agent connects to a customer... As a result of that state, none of the buttons get enabled with the exception of the hangup customer button... The agent has to logout and login to reset but it happens again after a few calls. Any ideas?



VERSION: 2.14-710c
BUILD: 240830-1112

[carpenox]

sounds like virtual server woes

[tchristeas]

Hi there,yes it's a virtual server. It's being used as a test server. I've read older posts where virtual servers are only to be used for testing (1-2 agents). Is that still the case? Are there any VM configuration settings that need to be modified in order to resolve this issue? I've opened up another thread regarding the wrap up / disposition timer freezing up as well: viewtopic.php?f=4&t=42240


Thanks.

Regards
Ted Christeas

[williamconley]

You implied that this is a single/double user system not being heavily loaded, but you did not declare it specifically. Yes: Vicidial can be used reliably on some VMs for two agents and 1:1 dialing. Very reliably in fact. So there could be something else going on: However Virtual Vicidial has always been a challenge and not all VMs are as reliable. We use vSphere for our VM Vicis ... Which one are you using?

[carpenox]

more specifically, how many vcores do you have it set to and how much ram?

[tchristeas]

Hi there, I was mistaken, it's a bare metal server... Here are the details...

32 GB Ram
500 GB disk space
Intel(R) Xeon(R) E-2236 CPU @ 3.40GHz
12 CPU(s)

[carpenox]

how many agents, what is the average dial ratio and whats the peak dial ratio?

[williamconley]

describe the process step by step that results in this situation. be very specific including the name of each field being filled and buttons pressed.

also please post the Installation method you used (with full version of iso and/or link to instructions).

What is the asterisk version in astguiclient.conf and in admin->servers

has the system ever been upgraded or has a database been imported?

[tchristeas]

Hi William, I'm getting the iso info, but here's the rest of the info...

asterisk version in astguiclient.conf
VARasterisk_version => 16

From admin--> servers
16.30.0-vici

This was a brand new install. No upgrade or import of database performed.

Steps taken to reproduce this issue...
Dial Method: MANUAL
Auto Dial Level: 0

Agent logs into agent client
- Presses "Dial Next Record" button...
- Customer phone rings
- Waiting for ring counter appears... The counter increments..
- Customer answers phone
- The following fields are populated... First name, Address 1, City, Province, Postal code, phone, vendor lead code
- Agent presses, Hangup customer button. Agent is routed to disposition screen,
- Agent selects disposition and clicks submit..
- Agent is taken back to the main screen...

The first few calls work fine but by the the third call... The text "Waiting for ring..." is still visible and hasn't been reset (it wasn't visible) like it is after my first couple of calls . When I click Dial Next Record button, the customer phone rings, the counter isn't incrementing (it's blank) and the agent is able to speak to the customer however the buttons (i.e park call, transfer) are disabled (as if agent isn't on a call)

[williamconley]

Possibilities (off the cuff):

* Check the .conf files that were copied from the /trunk/ folder to the asterisk .conf folder. Diff to see which ones are in use. Sometimes "16.X" vs "16" during install can cause the wrong files. While one would expect the problem to be all the time rather than "after a few calls", it's still worth checking.
* At the end of the call prior to the problem creeping up, is anything different? (eg: Is the client still in the meetme room? does the agent "dial next" again before the wrap up time for the campaign (i know, manual dial ... but something is amiss, so ...). If there is a specific commonality that can be found, this could just be a bug.
* Asterisk CLI: Is there anything different about this call or the call before this that does not happen when the calls work properly?


Why are you not just using 1:1 auto-dialing (Not saying you should be, not giving you shit: sometimes the reason for doing things a certain way give a window into other things that are happening and that provides new information to help resolve the issue at hand!).

[tchristeas]

Thanks William,

I'll check those out shortly... here's the additional info... The iso was downloaded from here...
https://download.vicidial.com/iso/vicib ... 11.0.1.iso
We uploaded the iso to our colo and booted from the iso attached to our bare metal server

[williamconley]

Thanks William,

I'll check those out shortly... here's the additional info... The iso was downloaded from here...
https://download.vicidial.com/iso/vicib ... 11.0.1.iso
We uploaded the iso to our colo and booted from the iso attached to our bare metal server

if this is the same server as your other post with the "different problem", it may have the same cause (thus the same troubleshooting method).

Did you by chance capture and store the output from the installer? (So you can check for hidden errors ...?)

[tchristeas]

Hi everyone, I figured out the problem.... Here are the steps I took to resolve the issue....

Root cause: GUI code updates made to agc\vicidial.php file, incorrect syntax for comment tags

Description: We wanted to hide unused hyperlinks and fields from being displayed on the agent GUI. We used the options.php, System --> System Settings and Campaigns --> Campaign (Detail) to hide unwanted tabs, fields, etc from the agent GUI. Whatever couldn't be configured, I went to the source code agc\vicidial.php and commented out using HTML and PHP comments as required. This introduced an error I could troubleshoot by using the browser Console. The following error message was generated....

Uncaught TypeError: Cannot set properties of null (setting 'InnerHTML')
at DispoSelect_submit (vicidial.php:11645:61(
at HTMLAncourElement.onclick (vicidial.php:17612:70)
DispoSelect_submit @vicidial.php:11645
onclick @ vicidial.php:17612

Solution: Replace all PHP and HTML comment tags with <div> and <span> tags and add the CSS attribute display:none

Example1: Add <div> tag to hide minimize hyperlink....

Original code (without <div> tag display minimize hyperlink)
document.getElementById("DispoSelectMaxMin").innerHTML = "<a href=\"#\" onclick=\"DispoMinimize()\"> <?php echo _QXZ("minimize"); ?> </a>";


Modified code (adding <div> tag and adding style display:none to hide hyperlink)
document.getElementById("DispoSelectMaxMin").innerHTML = "<div style=\"display:none;\"> <a href=\"#\" onclick=\"DispoMinimize()\"> <?php echo _QXZ("minimize"); ?> </a></div>";

Example 2: add display:none attribute to <span> tag

Original code (<span> tag without display:none attribute)
<span id="DispoSelectMaxMin"><a href="#" onclick="DispoMinimize()"> <?php echo _QXZ("minimize"); ?> </a></span>

Modified code (<span> tag with display:none attribute)
<span style="display:none;" id="DispoSelectMaxMin"><a href="#" onclick="DispoMinimize()"> <?php echo _QXZ("minimize"); ?> </a></span>

[williamconley]

Good postback.

You found out that Vicidial does not appreciate any code being altered if that code will be used later in Javascript. Since that will cause javascript to stop when it hits the missing property. From now on, hide rather than delete or comment out. IMHO