conferences crossing - resulting in 3way calls

[drg]

Please let me know if I'm missing any server details below.

This system works great off of 1 dialer. Flawless. When the 2nd dialer is turned on to start balanced dialing on a purely outbound campaign - the system starts sending fill to dialer 2, and then about 5-10 minutes into dialing, reps start getting put into the same call together, and the customer can hear both of them.

I've checked to see if the reps are in the same session, and they are not. The realtime shows a 3WAY (green bar) on the realtime status when this occurs. The reps are transferring calls blindly to a Local Closer in-group, and there are no 3way soft transfers happening.

I've ran the mysql repair to make sure the db is optimized and repaired.

All of the reps are logged into dialer1, so dialer2 always passes the calls back to dialer1 via IAX2. Here is a copy and paste from dialer2 showing the xfer. I've replaced sensitive info with question marks.

Dialer2 sending call to Dialer 1
[Aug 12 11:42:52] -- Called dialer2:???????@192.168.?.???:4569/8600068
[Aug 12 11:42:52] -- Call accepted by 192.168.?.??? (format ulaw)
[Aug 12 11:42:52] -- Format for call is ulaw
[Aug 12 11:42:52] -- IAX2/dialer1-5422 answered SIP/trunk1-00000818
[Aug 12 11:42:53] -- SIP/trunk1-00000817 is making progress passing it to Local/51304425????@default-9f72,2

Dialer 1 receiving the xfered call (not the same call as above):
[Aug 12 12:01:36] -- Accepting AUTHENTICATED call from 192.168.?.???:
> requested format = ulaw,
> requested prefs = (ulaw|gsm),
> actual format = ulaw,
> host prefs = (ulaw),
> priority = mine
[Aug 12 12:01:36] -- Executing [8600066@default:1] MeetMe("IAX2/dialer2-9846", "8600066|F") in new stack

If I can provide any logs, please ask.

------------------------------------------
Database Server:
2x Intel Xeon E5620 2.4Ghz
24GB RAM
RAID 10 SATA 15k RPM
ViciBox_Redux.x86_64-3.1.10.iso (installed using the 'large' mysql option)
ViciDial SVN Trunk v.2.4-310a Build 110506-1537

Web Server:
2x Intel Xeon 3.10ghz
6GB RAM
RAID 5 SCSI
ViciBox_Redux.i686-3.1.10.iso
ViciDial SVN Trunk v.2.4-310a Build 110506-1537

Dialer 1:
2x Intel Xeon 3.10ghz
8GB RAM
RAID 5 SATA
Sangoma VoiceTime USB Module
ViciBox_Redux.i686-3.1.10.iso
ViciDial SVN Trunk v.2.4-310a Build 110506-1537

Dialer 2:
2x Intel Xeon 3.10ghz
6GB RAM
RAID 5 SCSI
Sangoma VoiceTime USB Module
ViciBox_Redux.i686-3.1.10.iso
ViciDial SVN Trunk v.2.4-310a Build 110506-1537

[williamconley]

1) Welcome aboard!

2) when you post, please post your entire configuration including (but not limited to) your installation method and vicidial version with build.

this IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "from scratch" you must post your operating system and should also post the .iso version from which you installed your original operating system.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation
______________

3) HOW did you cluster? What directions did you follow?

http://www.poundteam.com/downloads/Vici ... v1%201.pdf

[Kozziag]

Hello I am experiencing a similar issue and here are the details. (Thanks a ton in advance)
**Issue: **
1. Occasionally Users Complain of their Calls crossing (Getting multiple customers at the same time)
2. Occasionally experience lag in putting calls on Hold or Transferring to In-Group.


**Our Setup:**

* Vicidial : 2.12-538a
* Build : 160122-1401
* Asterisk : 1.8.23.0-vici
* Single Server : Yes
* No Digium/Sangoma Hardware
* No Extra Software After Installation
* Using a Custom Developed Agent Panel. Since this is production have not had the ability to check Out of Box Vici Agent Panel with production users.

**Application Use: **
Server A (Issue reported on this server) :
Single full standalone VICIDial used for Agent login with minimal predictive calling.
Max Outbound Concurrent calls = 100 calls.
Max Inbound Calls = 20.
Max Agents logged in = 17.
Total In-Groups used = 13.

Server B: Single full standalone Vici server Used for Dialing and sending Calls to Server A

Server C: Single full standalone Vici server Used for Dialing and sending Calls to Server A

Server D: Single full standalone Vici server Used for Dialing and sending Calls to Server A

** ASK: **
1. What could be the potential root cause of the issues.

[mflorell]

You need to upgrade to the most recent svn/trunk version of VICIdial. The version you are using is over a year and a half old and there are known bugs that have been fixed.

[williamconley]

Hello I am experiencing a similar issue and here are the details. (Thanks a ton in advance)
**Issue: **
1. Occasionally Users Complain of their Calls crossing (Getting multiple customers at the same time)
2. Occasionally experience lag in putting calls on Hold or Transferring to In-Group.
...

Server Load during the event(s) in question.

There was also a bug in previous versions (fixed, in theory) that allowed the agent to press "enter" and get ... another call! lol

If you have a customized agent interface, then you have a programmer who may be able to fix this bug for you. But I will note that it wasn't an easy fix (based on earlier discussions).

[Kozziag]

Hello I am experiencing a similar issue and here are the details. (Thanks a ton in advance)
**Issue: **
1. Occasionally Users Complain of their Calls crossing (Getting multiple customers at the same time)
2. Occasionally experience lag in putting calls on Hold or Transferring to In-Group.
...

Server Load during the event(s) in question.

There was also a bug in previous versions (fixed, in theory) that allowed the agent to press "enter" and get ... another call! lol

If you have a customized agent interface, then you have a programmer who may be able to fix this bug for you. But I will note that it wasn't an easy fix (based on earlier discussions).

Here is what the load looks like for the couple instances we caught the issue in realtime:
System Load Average: 0.08 0.11 0.09 M

System Load Average: 0.01 0.04 0.01 M

[williamconley]

And the result of observation for "enter" being pressed by the agent? Is the custom interface allowing, or perhaps causing, that "enter" bug to be active?

[Kozziag]

First of: Thank you William and Matt for your responses.
Second: I asked the users if they hit enter and their answer was no. So we aren't really sure how true it is as End users don't always tell the entire truth. But we do have 2 custom interfaces and both set f users are reporting this issue. The only thing common is the VICI Version.

This is another server where users have reported same issue and this custom UI is newer.
VERSION: 2.12-531a
BUILD: 160101-0928
Asterisk: 1.4.39.1-vici

I am going to try and repro the issue by hitting enter while in a call to see if I can reproduce it.

[williamconley]

... we do have 2 custom interfaces ...

The only thing common is the VICI Version.

I think you consciously omitted "custom interfaces" from your list of "in common" things. Even if they are different, they are both custom. And if they are both custom, I'll bet they were both customized by the same person using the same technique.

So deep log checks may be in your future to see the decisionmaking process of how a call landed in an agent session that already had a client.

[Kozziag]

Ha ha.. Yes "Custom Interface" is definitely common in both scenarios; however, the developers used for both are separate and never worked together on these developments. Also the techniques used are different.

I think the first action is to upgrade to the latest and greatest SVN/ Trunk version.
For process elimination I will try to ask the users to use Out of Box vici agent panel and see if they experience the issue.

Regarding deep checks, what's your recommendation?