VICIDIAL CRM NOT HANGING UP CALLS

[shan]

We have observed that there are some calls which are disconnected from our served end as analyzed in PCAP SIP trace, but Vicidial CRM has not hung up such calls at that instant. What is the criteria and process that Vicidial CRM hangs up calls? I have heard that there is some line to be added somewhere in astguiclient feature to fix this issue. Please help me fix this issue.

[shan]

Can anyone respond over here?

[mflorell]

There are several different criteria and paths to a hangup within VICIdial, although before we get into the details on what kind of calls these are, I would recommend upgrading to a more recent svn/trunk revision of VICIdial, since we have changed a lot and fixed many bugs in the last two years.

[williamconley]

... disconnected from our served end as analyzed in PCAP SIP trace, but Vicidial CRM has not hung up such calls at that instant ...

Missing context. Was this a call to a prospect that answered, was put into a Vicidial Agent Session? Or a dialed call that was never answered?

CLI output would also be quite useful. (from a single test call with no other traffic, if possible, not 3000 lines of unrelated code ... but don't leave off any of the lines from this actual phone call: inception to termination would be nice)

You know what the situation was with that call (it's your system). You have a PCAP which has detailed (albeit lengthy, thanks for not posting all of it) information regarding call progress on at least one end. Were you running PCAP in the Vicidial server or on a passthrough server that is connecting the Vicidial calls to a carrier? Or was the PCAP on a vicidial agent phone?

If you get a bit more detailed in the description you may get more "on point" help.

Good job posting your specs by the way. Kudos.

[shan]

Dear Mflorrel,

We can't upgrade so easily, as we have a huge operation running, and our team has customized the code. Upgrading it, will let the team to rewrite the customization made, so that's not the solution at this instant.

Dear William,

Here is the information below you have asked:

There are inbound calls made from customers to our login agents. There are few calls in which anomaly is observed. Call lands on the agent panel, agent accepts it but hear no voice. On checking its PCAP trace, call was disconnected by server within seconds after establishment, but it was not disconnected on the CRM. PCAP traces are taken from the Vicidial server, and we also asked the traces from our carrier and found the mentioned analysis.

CLI Output:

1 [May 21 13:05:32] VERBOSE[1767][C-000d6293] res_agi.c: [May 21 13:05:32] -- AGI Script Executing Application: (Monitor) Options: (wav,/var/spool/asterisk/monitor/MIX/20180521130532_15187301312_18649340678)
2 [May 21 13:05:42] VERBOSE[1767][C-000d6293] res_agi.c: [May 21 13:05:42] -- AGI Script Executing Application: (StopMonitor) Options: (wav,/var/spool/asterisk/monitor/MIX/20180521130532_15187301312_18649340678)
3 [May 21 13:05:42] VERBOSE[1839][C-000d629a] pbx.c: [May 21 13:05:42] -- Executing [8309@default:2] Monitor("Local/58600074@default-0008fb5d;1", "wav,20180521-130542_8649340678") in new stack
4 [May 21 13:06:15] VERBOSE[2144][C-000d62a7] res_agi.c: [May 21 13:06:15] -- AGI Script Executing Application: (Monitor) Options: (wav,/var/spool/asterisk/monitor/MIX/20180521130615_15187301312_18649340678)
5 [May 21 13:06:24] VERBOSE[2144][C-000d62a7] res_agi.c: [May 21 13:06:24] -- AGI Script Executing Application: (StopMonitor) Options: (wav,/var/spool/asterisk/monitor/MIX/20180521130615_15187301312_18649340678)
6 [May 21 13:06:24] VERBOSE[2202][C-000d62ac] pbx.c: [May 21 13:06:24] -- Executing [8309@default:2] Monitor("Local/58600129@default-0008fb69;1", "wav,20180521-130624_8649340678") in new stack

I ll appreciate with your quick feedback.

[williamconley]

Can you verify that every context/dialplan in the path that this call took has the "Hangup" line in the extension?

If you look in extensions.conf and extensions-vicidial.conf, you should see the "hangup" line on every extension in every context. Without that, loss of "termination functionality" can occur. That "hangup" command, in theory, initiates the "disconnect" from all Vicidial functions when a call terminates. It also fires up logging for the end of call (timers are closed and values are stored ...).

While we're at it, and since you appear to be capable: Can you identify where (which extension, context, AGI script ... whatever) the calls are when the termination occurs that "breaks" functionality? That trace will make it much simpler to determine your issue.

[shan]

Dear William,

Yes, the hangup line is present on every extension in dialplan. I explained earlier, that call is disconnected from Asterisk end, but CRM does not display that the call has been hung up. There might be anything to be modified in the asguiclient feature.

[shan]

I mean to say, when Asterisk hangs up the call, there must in some configuration in php files which displays on the CRM that the call has been hung up. My question is related to that configuration.