Agent Call Routing

[adymeblack]

VERSION: 2.6-393a
BUILD: 130124-1721
Asterisk: 1.4.44-vici
2x- Intel Xeon Quad-Core CPU
16GB RAM
No additional hardware
No customization
[Please let me know if i am forgetting something]


An issue as cropped up that is confusing me and i'm not sure how to approach fixing it or even looking where the issue is.

I have a campaign that is set on auto-dial. So far at least 10 times today when the agent gets the call they are talking to themselves. They can hear the background noise and the people around them.

I checked with my SIP provider and they can't see anything odd on their end.

Thoughts?

Thank you in advance.

[williamconley]

1) Please post your installation method with version (full name of the iso installer CD would do the trick).
2) Consider upgrading. 2.6 was not widely used, and it would be a shame to spend a lot of effort if the problem turns out to be version specific.
3) Have a look at your asterisk CLI output from a single instance and see if the outbound call was reported as answered ... then call the number manually and ask if they received (and answered) that previous call. If not: you may be experiencing FAS (False Answer Signal) which is your carrier ripping you off (not directly, of course, because it'll be someone in the carrier's upline, not the person you deal with directly).

[dspaan]

Did you have inbound setup? Maybe you are simply calling your own inbound number?
Are there duplicate numbers in your lists? You might have agents calling the same number and ending up in a 3way call.

[adymeblack]

No inbound routes to Vicidial so that is not the case. Lists are checked for duplicates when loaded so that is also unlikely.

I really do need to upgrade. I know there is a how-to around here somewhere. Of course now that i'm looking for it i can't find it. Can anyone point me in the right direction?

[dspaan]

http://vicidial.org/VICIDIALforum/viewt ... =8&t=16326

Here it is. Post questions if you have them, i've done quite a few upgrades. Which version are you on now?

[adymeblack]

Upgraded to 2.10....i was on 2.6.

Still having calls come right back to the agents.

[dspaan]

Can you post the output of the CLI when the call is setup and answered? I refer to this:

3) Have a look at your asterisk CLI output from a single instance and see if the outbound call was reported as answered ... then call the number manually and ask if they received (and answered) that previous call. If not: you may be experiencing FAS (False Answer Signal) which is your carrier ripping you off (not directly, of course, because it'll be someone in the carrier's upline, not the person you deal with directly).

[adymeblack]

That will be difficult to do because it happens at complete random to 15 to 20 agents that make a lot of calls every day. There is really no feasible way that i can capture that in real time. I only find out about it after the fact and not while it is happening.

[dspaan]

Oh i thought i happened with a lot of calls. Then i suggest to enable logging and let the agents notifiy you when it happens on which extension and what the numeber dialed was. Then you can trace it back in the logs. Does it also happen that the agents are get two different clients on the phone? Or only each other?

[mcargile]

All of the output from asterisk is saved in /var/log/astguiclient/screenlog.0 find the outbound call, find the actual SIP channel that connects to the local channel, trace the sip channel till it hits the outbound routing extension, and post all of the relevant information. Without that we will not be able to assist you.