Calls not queued using inbound group

[jletinevez]

Hi all,
here is my first post so please be indulgent !!

First of all :
ViciBox v.7.0.1-160223 | VERSION: 2.12-538a BUILD: 160122-1401 | Asterisk 11.21.0-vici | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation

I know a lot of information will be missing but I have too many to give.
I am sharing with you my problem with a few information and will give you what you will ask me then.

Well, I tested a same scenario with 2 different configurations but no one is working (as I'm waiting)

My purpose is to queue call (1 of the 3 calls I make at the same time in my test) (and make customer waiting with musiconhold)

############
# First test #
############
- Campaigns :
* PRECAMP (real campaign used)(basic one : extension : 8368)
* FRACAMP (just used to log an agent only in inbound group AGENTDIRECT)

- inbound
* AGENTDIRECT

- Users
* user 9999 logged with phone 202 on PRECAMP campaign and AGENTDIRECT + blended
* user 3333 logged with phone 206 on FRACAMP campaign and AGENTDIRECT + blended

Extract of vicidial_live_agents at the beginning of the test

Code: Select all

live_agent_id   user   status   campaign_id   callerid   channel   closer_campaigns   outbound_autodial   manager_ingroup_set      external_transferconf
409              9999   READY   PRECAMP                       AGENTDIRECT      -                 Y                    N
410              3333   READY   FRACAMP                       AGENTDIRECT      -                 Y                    N

Then,
There are no lead in FRACAMP
I put 3 leads in PRECAMP
The 3 calls are launched at the same time

--> The first call is connected with 9999 directly connected to this campaign (PRECAMP).

--> The second and third calls are transfered to inbound group AGENTDIRECT after the "Drop Call Seconds" of the campaign, which is set to 5s
-----> One is directly connected with 3333 who is waiting
-----> but the second one is dropped after one second due to timeout reason instead of being queued as i set the parameter "No agent no queue" to "N" and "Drop Call Seconds" is set to 60 (seconds)


Extract of vicidial_auto_calls during the test

Code: Select all

auto_call_id   campaign_id   status   lead_id   callerid      channel         phone_number   call_time      call_type   stage   queue_priority   agent_only   queue_position

374      PRECAMP      XFER   88   V6140940020000000088   IAX2/qgmau-vici-16549   172717115   2016-06-14   09:40:02   OUT   XFER-0      50   1   010*099*000*170*8600051
375      PRECAMP      LIVE   91   V6140940020000000091   IAX2/qgmau-vici-18213   172717135   2016-06-14   09:40:02   OUT   LIVE-5      50   1   
376      PRECAMP      LIVE   92   V6140940020000000092   IAX2/qgmau-vici-17744   172717113   2016-06-14   09:40:02   OUT   LIVE-5      50   1   
                                       
374      PRECAMP      XFER   88   V6140940020000000088   IAX2/qgmau-vici-16549   172717115   2016-06-14   09:40:02   OUT   XFER-0      50   1   010*099*000*170*8600051
                                       
374      PRECAMP      XFER   88   V6140940020000000088   IAX2/qgmau-vici-16549   172717115   2016-06-14   09:40:02   OUT   XFER-0      50   1   010*099*000*170*8600051
378      AGENTDIRECT   LIVE   92   Y6140940120000000092   IAX2/ASTloop-6276   172717113   2016-06-14   09:40:12   IN   LIVE-0      51   2   
377      AGENTDIRECT   LIVE   91   Y6140940110000000091   IAX2/ASTloop-7254   172717135   2016-06-14   09:40:11   IN   LIVE-0      51   1   


Code: Select all

MariaDB [asterisk]> select * from vicidial_log where call_date LIKE '2016-06-14 11:0%';
+-----------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+------------+--------------+----------+--------------+
| uniqueid        | lead_id | list_id | campaign_id | call_date           | start_epoch | end_epoch  | length_in_sec | status | phone_code | phone_number | user | comments | processed | user_group | term_reason  | alt_dial | called_count |
+-----------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+------------+--------------+----------+--------------+
| 1465887664.1649 |      88 |     130 | PRECAMP     | 2016-06-14 11:01:05 |  1465887665 | 1465887678 |            13 | SALE   | 33         | 172717115    | 9999 | AUTO     | N         | AGENTS-FRA | AGENT        | MAIN     |            1 |
| 1465887664.1655 |      92 |     130 | PRECAMP     | 2016-06-14 11:01:06 |  1465887666 | 1465887671 |             5 | DROP   | 33         | 172717113    | VDAD | 0.017    | N         | NULL       | QUEUETIMEOUT | NONE     |            1 |
| 1465887664.1652 |      91 |     130 | PRECAMP     | 2016-06-14 11:01:07 |  1465887667 | 1465887672 |             5 | DROP   | 33         | 172717135    | VDAD | 0.017    | N         | NULL       | QUEUETIMEOUT | NONE     |            1 |
+-----------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+------------+--------------+----------+--------------+


Code: Select all

MariaDB [asterisk]> select * from vicidial_closer_log where call_date LIKE '2016-06-14 11:0%';
+-------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+---------------+------------+------------+--------------+-----------------+------------+----------------+--------------+
| closecallid | lead_id | list_id | campaign_id | call_date           | start_epoch | end_epoch  | length_in_sec | status | phone_code | phone_number | user | comments | processed | queue_seconds | user_group | xfercallid | term_reason  | uniqueid        | agent_only | queue_position | called_count |
+-------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+---------------+------------+------------+--------------+-----------------+------------+----------------+--------------+
|         156 |      92 |     130 | AGENTDIRECT | 2016-06-14 11:01:13 |  1465887673 | 1465887685 |            12 | SALE   | 33         | 172717113    | 3333 | AUTO     | N         |          0.00 | AGENTS-FRA |        113 | AGENT        | 1465887673.1659 |            |              1 |            1 |
|         157 |      91 |     130 | AGENTDIRECT | 2016-06-14 11:01:14 |  1465887674 | 1465887680 |             1 | TIMEOT | 33         | 172717135    | VDCL | NULL     | N         |          1.00 | NULL       |        114 | QUEUETIMEOUT | 1465887674.1663 |            |              1 |            1 |
+-------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+---------------+------------+------------+--------------+-----------------+------------+----------------+--------------+



#############
# Second test #
#############

I create a new inbound group called : ALTERNATE


- Campaigns :
* PRECAMP (real campaign used)(basic one : extension : 8368)
* FRACAMP (just used to log an agent only in inbound group ALTERNATE)

- inbound
* ALTERNATE

- Users

* user 9999 logged with phone 202 on PRECAMP campaign and ALTERNATE + blended
* user 3333 logged with phone 206 on FRACAMP campaign and ALTERNATE + blended

Extract of vicidial_live_agents at the beginning of the test

Code: Select all

live_agent_id   user   status   campaign_id   callerid   channel   closer_campaigns   outbound_autodial   manager_ingroup_set   external_transferconf
405      9999   READY   PRECAMP               ALTERNATE      -         Y         N
406      3333   READY   FRACAMP               ALTERNATE      -         Y         N


Then,
There are no lead in FRACAMP
I put 3 leads in PRECAMP
The 3 calls are launched at the same time

--> The first call is connected with 9999 directly connected to this campaign (PRECAMP).

--> The second and third calls are transfered to inbound group supposed ALTERNATE but I find AGENTDIRECT after the "Drop Call Seconds" of the campaign, which is set to 5s
-----> both calls are dropped after one second due to timeout reason instead of being queued as i set the parameter "No agent no queue" to "N" and "Drop Call Seconds" is set to 60 (seconds)

Code: Select all

MariaDB [asterisk]> select * from vicidial_log where call_date LIKE '2016-06-14 09:4%';
+-----------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+------------+--------------+----------+--------------+
| uniqueid        | lead_id | list_id | campaign_id | call_date           | start_epoch | end_epoch  | length_in_sec | status | phone_code | phone_number | user | comments | processed | user_group | term_reason  | alt_dial | called_count |
+-----------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+------------+--------------+----------+--------------+
| 1465882802.1607 |      88 |     130 | PRECAMP     | 2016-06-14 09:40:04 |  1465882804 | 1465882821 |            17 | SALE   | 33         | 172717115    | 9999 | AUTO     | N         | AGENTS-FRA | AGENT        | MAIN     |            1 |
| 1465882803.1610 |      91 |     130 | PRECAMP     | 2016-06-14 09:40:04 |  1465882804 | 1465882810 |             5 | DROP   | 33         | 172717135    | VDAD | 0.017    | N         | NULL       | QUEUETIMEOUT | NONE     |            1 |
| 1465882803.1613 |      92 |     130 | PRECAMP     | 2016-06-14 09:40:04 |  1465882804 | 1465882810 |             5 | DROP   | 33         | 172717113    | VDAD | 0.017    | N         | NULL       | QUEUETIMEOUT | NONE     |            1 |
+-----------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+------------+--------------+----------+--------------+


Code: Select all

MariaDB [asterisk]> select * from vicidial_closer_log where call_date LIKE '2016-06-14 09:4%';
+-------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+---------------+------------+------------+--------------+-----------------+------------+----------------+--------------+
| closecallid | lead_id | list_id | campaign_id | call_date           | start_epoch | end_epoch  | length_in_sec | status | phone_code | phone_number | user | comments | processed | queue_seconds | user_group | xfercallid | term_reason  | uniqueid        | agent_only | queue_position | called_count |
+-------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+---------------+------------+------------+--------------+-----------------+------------+----------------+--------------+
|         152 |      91 |     130 | AGENTDIRECT | 2016-06-14 09:40:11 |  1465882811 | 1465882817 |             1 | TIMEOT | 33         | 172717135    | VDCL | NULL     | N         |          1.00 | NULL       |        109 | QUEUETIMEOUT | 1465882811.1617 |            |              1 |            1 |
|         153 |      92 |     130 | AGENTDIRECT | 2016-06-14 09:40:12 |  1465882812 | 1465882818 |             1 | TIMEOT | 33         | 172717113    | VDCL | NULL     | N         |          1.00 | NULL       |        110 | QUEUETIMEOUT | 1465882811.1619 |            |              2 |            1 |
+-------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+------+----------+-----------+---------------+------------+------------+--------------+-----------------+------------+----------------+--------------+


Extract of vicidial_auto_calls during the test

Code: Select all

auto_call_id   campaign_id   status   lead_id   callerid      channel         phone_number   call_time         call_type   stage   queue_priority   agent_only   queue_position

384      PRECAMP      XFER   88   V6141101040000000088   IAX2/qgmau-vici-18146   172717115   2016-06-14   11:01:04   OUT   XFER-0      50   1   010*099*000*170*8600051
385      PRECAMP      LIVE   91   V6141101040000000091   IAX2/qgmau-vici-18110   172717135   2016-06-14   11:01:04   OUT   LIVE-4      50   1   
386      PRECAMP      LIVE   92   V6141101040000000092   IAX2/qgmau-vici-19693   172717113   2016-06-14   11:01:04   OUT   LIVE-5      50   1   
                                       
384      PRECAMP      XFER   88   V6141101040000000088   IAX2/qgmau-vici-18146   172717115   2016-06-14   11:01:04   OUT   XFER-0      50   1   010*099*000*170*8600051
385      PRECAMP      LIVE   91   V6141101040000000091   IAX2/qgmau-vici-18110   172717135   2016-06-14   11:01:04   OUT   LIVE-5      50   1   
                                       
384      PRECAMP      XFER   88   V6141101040000000088   IAX2/qgmau-vici-18146   172717115   2016-06-14   11:01:04   OUT   XFER-0      50   1   010*099*000*170*8600051
                                       
384      PRECAMP      XFER   88   V6141101040000000088   IAX2/qgmau-vici-18146   172717115   2016-06-14   11:01:04   OUT   XFER-0      50   1   010*099*000*170*8600051
387      AGENTDIRECT   CLOSER   92   Y6141101130000000092   IAX2/ASTloop-14768   172717113   2016-06-14   11:01:13   IN   CLOSER-0   51   1   
                                       
384      PRECAMP      XFER   88   V6141101040000000088   IAX2/qgmau-vici-18146   172717115   2016-06-14   11:01:04   OUT   XFER-0      50   1   010*099*000*170*8600051
387      AGENTDIRECT   CLOSER   92   Y6141101130000000092   IAX2/ASTloop-14768   172717113   2016-06-14   11:01:13   IN   CLOSER-0   51   1   
388      AGENTDIRECT   LIVE   91   Y6141101140000000091   IAX2/ASTloop-14666   172717135   2016-06-14   11:01:14   IN   LIVE-0      51   1   


The 2 users are connected to ALTERNATE and only ALTERNATE is configured in PRECAMP and FRACAMP.
How can I found AGENTDIRECT in campaign_id ?????



I made a document where I put lots of information about those 2 tests:

- select * PRECAMP and FRACAMP campaigns mysql tables when inbound AGENTDIRECT configured (248 parameters)
- select * AGENTDIRECT inbound mysql table (124 parameters)
- select loop on vicidial_live_agents during the test when inbound AGENTDIRECT configured
- select loop on vicidial_auto_calls during the test when inbound AGENTDIRECT configured
- log agiout during the test when inbound AGENTDIRECT configured

- select * PRECAMP and FRACAMP campaigns mysql tables when inbound ALTERNATE configured
- select * ALTERNATE inbound mysql table
- select loop on vicidial_live_agents during the test when inbound ALTERNATE configured
- select loop on vicidial_auto_calls during the test when inbound ALTERNATE configured
- log agiout during the test when inbound ALTERNATE configured


But I can't copy paste that large amount of information and I don't find how to attach a document
==> Tell me what information you need to understand where my problem/ununderstanding comes from.



Questions :
Why AGENTDIRECT is named "SINGLE" Agent Direct Queue ?
Why are there some places where AGENTDIRECT is hardcoded in agi-VDAD_ALL_inbound.agi ?



For information

I found this hardcoded in extension.conf

Code: Select all

exten => _990009.,n,AGI(agi-VDAD_ALL_inbound.agi,CLOSER-----LB-----CL_TESTCAMP-----7275551212-----Closer-----park----------999-----1)

I replaced it by

Code: Select all

exten => _990009.,n,AGI(agi-VDAD_ALL_inbound.agi,CLOSER-----LB-----CL_PRECAMP-----7275551212-----Closer-----park----------130-----2)

but it doesn't change anything in behaviour, I only have the right information in vicidial_closer_log table.


I found in agiout that I run this part of agi-VDAD_ALL_inbound.agi script

Code: Select all

 963 # set the drop time to 1 second if AGENTDIRECT without a user assigned
 964 if ( ($channel_group =~ /AGENTDIRECT/i) && (length($agent_only) < 1) )
 965         {
 966         if ($AGILOG) {$agi_string = "AGENTDIRECT with no agent defined!    Setting drop seconds to 1:    |$channel_group|$agent_only|";   &agi_output;}
 967         $DROP_TIME = 1;
 968         $drop_call_seconds = 1;
 969         }


I don't understand why.

Hope I am clear enough for you to understand me...

[williamconley]

AGENTDIRECT is not an inbound call queue. It's a special inbound group designed to allow one agent to transfer a call to any other agent if special conditions are met. It's use is shown in the manual. It should not be used for any other purpose, especially for someone just trying to get their basic system running for the first time.

If your goal is for inbound queuing to work, start at page one of the Vicidial Manager's Manual ... don't skip anything (anything, even if you've done this before). Eventually all the previous configuration will accumulate and you'll end up doing the configuration for the Inbound callers (with everything you need now in place).

And if you hit a snag ... bring us the page/line/version of the Vicidial Manager's Manual upon which you hit your speed bump. Also include configuration settings from the Ingroup, DID, Carrier, Campaign, Phone, User (whichever appear relevant to whatever your problem is) and we'll try to walk you through it.