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Dropped calls getting through to agent
Posted:
Thu Dec 11, 2014 2:02 pmby byteme2000
A couple of days ago I updated our systems to the latest version of Vicidial VERSION: 2.10-459a BUILD: 141204-0559.
Since then we are having problems with agents getting calls with no information ( Name, phone, address). The agent gets the live call but no data. It has not been a huge issue but now seems to be getting worse.
I checked and all the calls have a status of DROP. In the vicidial_log table the status is DROP and for almost all the term_reason is ABANDON. I’ve noticed in the comments field all of these have a number 0.0.23, 0.024, & 0.030 for most of them.
Anybody have any idea what the problem is?
Thanks
Re: Dropped calls getting through to agent
Posted:
Thu Dec 11, 2014 2:41 pmby mflorell
Did the database schema get updated properly?
Did all servers get updated to the same version?
Re: Dropped calls getting through to agent
Posted:
Thu Dec 11, 2014 3:23 pmby byteme2000
Matt, thanks for the reply I did the update on all 5 machines. Below is the DB information. Each dialer is Asterisk 1.8.31.0-vici. I'm not quite sure how to get the Vicidial version on the dialers.
For the schema
Version: 2.10b0.5
SVN Version: 2217
DB Schema Version: 1394
DB Schema Update Date: 2014-12-07 15:16:17
Re: Dropped calls getting through to agent
Posted:
Thu Dec 11, 2014 3:27 pmby byteme2000
All macines are Revision: 2217
Re: Dropped calls getting through to agent
Posted:
Thu Dec 11, 2014 3:54 pmby mflorell
If you go to Reports in the admin.php page and click on the plus sign "+" at the top of the servers table at the bottom, then a column will appear that will show the svn revision installed of all servers in your cluster.
Aside from that, you will need to start looking at your asterisk screens and mysql error logs on your web server to see if there are any errors showing up.
Re: Dropped calls getting through to agent
Posted:
Thu Dec 11, 2014 4:19 pmby byteme2000
Like I said this started after doing the update. Is there a roll back by any chance?
Anything I should be looking for? Which log?
Re: Dropped calls getting through to agent
Posted:
Thu Dec 11, 2014 8:12 pmby mflorell
Nope, no rollback unless you performed a backup first(the UPGRADE document does suggest doing this)
The problem you describe almost always is caused by an incomplete DB schema upgrade, or using different software versions on different servers.
As for the logs, connect to the asterisk screens as calls are routed and look at the output for errors. You can also look in the agc web folder for the mysql error file.