vicidial.org

Posted: **Fri Feb 22, 2019 3:38 pm**

Greetings all. Ran into a problem today and looking for solution. Upfront, I think it might just be database server load but not sure. Here it is. We have some instances where the same lead was called at the same phone number 2 or more times EXACTLY 60 seconds apart according to lead search results. We are running ADAPT_AVERAGE dial method with Auto Alt-Number Dialing set to EXTENDED_ONLY. Since we have several dialer manages, first thought someone changed campaign setting incorrectly. I checked and everything seems fine. I reduced allowed campaign dial statuses to NEW only. Same thing. Servers load is Ok. See below.

Code: Select all: CALLS TO THIS LEAD: # DATE/TIME LENGTH STATUS TSR CAMPAIGN LIST LEAD HANGUP REASON PHONE CALLER ID 1 2019-02-22 12:47:46 64 WG VDAD USCOLECT 603 76313535 AGENT XXXXXXXXXX 2 2019-02-22 12:47:21 0 NA VDAD USCOLECT 603 76313535 NONE XXXXXX0535 <--- 2nd DIAL 3 2019-02-22 12:46:21 0 NA VDAD USCOLECT 603 76313535 NONE XXXXXX0535 <--- 1st DIAL

Campaign did not have dial status NA enabled. No Lead Recycling either. I queried vicidial_log by the lead_id. See below.

Code: Select all: uniqueid lead_id list_id call_date start_epoch end_epoch length_in_sec status phone_number user term_reason alt_dial called_count 1550861129.19767 76313535 603 2019-2-22 12:46:21 1550861181 1550861181 0 NA XXXXXX0535 VDAD NONE NONE 1 1550861190.29689 76313535 603 2019-2-22 12:47:21 1550861241 1550861241 0 NA XXXXXX0535 VDAD NONE X1 2 1550861246.19913 76313535 603 2019-2-22 12:47:46 1550861266 1550861270 64 WG XXXXXXXXXX VDAD AGENT X2 3

That number is NOT in the vicidial_list_alt_phones table. All lists are deduped against system when loaded.

In every instance of this, the time between double dialed calls is 60 seconds Exactly.

Any clues?

Posted: **Fri Feb 22, 2019 3:57 pm**

Update: It just now went crazy dialing same phone numbers multiple times. Rebooting cluster in order. Stuff just hit the fan! Oh, and I ran DB check on database.

Posted: **Fri Feb 22, 2019 5:28 pm**

Still happening.

Posted: **Fri Feb 22, 2019 5:57 pm**

turn off lead recycling.

Posted: **Fri Feb 22, 2019 6:00 pm**

Hello William. We always have it off. Happening less often now but still going on. Only allowed dial status is NEW

Posted: **Fri Feb 22, 2019 6:31 pm**

mstopkey wrote:Hello William. We always have it off. Happening less often now but still going on. Only allowed dial status is NEW

i was with you all the way to "only allowed dial status". at that point I begin to think you believe that allowed dial status is related to recycling ... but it's not.

so to be clear: in the campaign detail view's Lead Recycling top menu: "LEAD RECYCLING WITHIN THIS CAMPAIGN" has zero entries shown below for the campaign in question?

Posted: **Sat Feb 23, 2019 11:04 am**

That is correct. It is still happening this morning. I have turned any alt number dialing. Only dialing phone number is the list table now until I can fix this. We have always dialed Extended from the vicidial_list_alt_phones table and one phone in the phone fields of the vicidial_list table. Yesterday, this blew up. Look at the below.

uniqueid lead_id list_id call_date start_epoch end_epoch length_in_sec status phone_number user term_reason alt_dial called_count
1550861129.19767 76313535 603 2019-2-22 12:46:21 1550861181 1550861181 0 NA XXXXXX0535 VDAD NONE NONE 1
1550861190.29689 76313535 603 2019-2-22 12:47:21 1550861241 1550861241 0 NA XXXXXX0535 VDAD NONE X1 2
1550861246.19913 76313535 603 2019-2-22 12:47:46 1550861266 1550861270 64 WG XXXXXXXXXX VDAD AGENT X2 3

The first two rows are the same phone number. That phone number is only in the vicidial_list table. For some reason, vicidial thinks it is also in the vicidial_list_alt_phones table as indicated by the X1. It is not in htat table but vicidial dialed it again. Currently , the only allowed dial status on the campaign is NEW. And, we just disabled any alt or extended number dialing for the time being. Only thing I can think of is database corruption but my initial CLI DB check indicatede no problems.

I really need help here. After agents leave at noon today, I am going to run DB check and repair from PhPMyAdmin.

Posted: **Sat Feb 23, 2019 11:37 am**

Information you've implied or left us to infer:

Are you saying that you have changed a setting and stopped the problem? But you need to be able to use that feature you turned off?

Posted: **Sun Feb 24, 2019 10:08 am**

That is correct. I turned off extended dialing. Now dialing only 1 phone from the vicidial_list.phone field. No longer dialing same number over and over. Even setting allowed campaign dial statuses to only NEW did not stop it from dialing same phone over and over. We never use lead recycling. We have been using EXTENDED_ONLY alt number dialing for many years with no problems.

Posted: **Sun Feb 24, 2019 11:38 am**

OK: Extended and alt number dialing, just like lead recycling is NOT related to the dialable statuses. It's related to the Human Answer setting in Admin->System Statuses. If a Human Answer does not occur, the next number in the chain is dialed. Somebody turned off Human Answer on the statuses in the agent selectable list in the Dispo screen (which is NOT the dialable statuses).

Dialable status: Start of call.
Disposition status: End of call.

Not related to each other.

Happy Hunting! 8-)

Posted: **Mon Feb 25, 2019 9:46 am**

No cigar. After doing extensive database checks this weekend, I turned on EXTENDED_ONLY alt number dialing. Still doing it. William, I checked your suggestion. The example I have this morning was a lead with phone number 5122960447 in the vicidial_list.phone_number field. This lead has 3 other phone numbers in the vicidial_list_alt_phones table. 1st call to this lead was to 5122960447, dispo as WG. That status is set to Human Answer. 4 minutes and 12 seconds later dialer called it again. Dispo as DNC.
All examples I have found, this is only happening on the phone number in vicidial_list table. It does not seem to be double dialing phones that are in the vicidial_list_alt_phones table. I could be wrong on that.
This is really strange. All the years we have been dialing in this manner, I have never ran across anything like this.
This is from the vicidial_log table.

Code: Select all: 1551104047.164 76611107 609 2019-02-25 08:14:24 1551104064 1551104107 43 WN 5122960447 MARIA1 CALLER MAIN 1 1551104160.180 76611107 609 2019-02-25 08:16:51 1551104211 1551104211 0 NA 5127613515 VDAD NONE X1 2 1551104224.305 76611107 609 2019-02-25 08:17:56 1551104276 1551104276 0 NA 5129634534 VDAD NONE X2 3 1551104300.627 76611107 609 2019-02-25 08:18:36 1551104316 1551104372 56 DNC 5122960447 WILLUR AGENT XLAST 4

This is from the lead search in vicidial.

Code: Select all: CALLS TO THIS LEAD: # DATE/TIME LENGTH STATUS TSR CAMPAIGN LIST LEAD HANGUP REASON PHONE 1 2019-02-25 08:18:36 56 DNC WILLUR USCOLECT 609 76611107 AGENT 5122960447 2 2019-02-25 08:17:56 0 NA VDAD USCOLECT 609 76611107 NONE 5129634534 3 2019-02-25 08:16:51 0 NA VDAD USCOLECT 609 76611107 NONE 5127613515 4 2019-02-25 08:14:24 43 WN MARIA1 USCOLECT 609 76611107 CALLER 5122960447

Gonna check to make sure cron jobs are running. Only idea I have left.

Posted: **Mon Feb 25, 2019 9:58 am**

Here is another one. In this instance, phone number 9563198386 we somehow got it loaded into both the vicidial_list_table and vicidial_list_alt_phones table. First time I have seen this. Gotta check out my auto list loading scripts.

Code: Select all: EXTENDED ALTERNATE PHONE NUMBERS FOR THIS LEAD: (ALT NOTE COMMENTED OUT TO PROTECT THE INNOCENT!) # ALT PHONE ALT NOTE ALT COUNT ACTIVE 1 1 9563198686 XXXXXXXXXX 1 Y 2 1 9565683053 XXXXXXXXXX 2 Y 3 1 9566355953 XXXXXXXXXX 3 Y 4 1 9567635318 XXXXXXXXXX 4 Y 5 1 9567756833 XXXXXXXXXX 5 Y CALLS TO THIS LEAD: # DATE/TIME LENGTH STATUS TSR CAMPAIGN LIST LEAD HANGUP REASON PHONE CALLER ID 1 2019-02-25 08:50:45 36 WN MARIA1 USCOLECT 609 76611755 AGENT 9563198386 2 2019-02-25 08:50:22 0 AB VDAD USCOLECT 609 76611755 NONE 9566355953 3 2019-02-25 08:50:19 0 NA VDAD USCOLECT 609 76611755 NONE 9565683053 4 2019-02-25 08:48:54 0 AA VDAD USCOLECT 609 76611755 CALLER 9563198386 5 2019-02-25 08:47:16 26 WN LEONAS USCOLECT 609 76611755 AGENT 9563198386

Posted: **Mon Feb 25, 2019 10:32 am**

Last example where phone number 9563198386 was called 3 times, my auto list build script was not set to dedupe phones on load leads. That's how the number got into both tables.

Posted: **Mon Feb 25, 2019 11:16 am**

Fixed the one list leads load script that was not deduping. Cron is running properly on cluster. Cron jobs 5, 6 & E only on 1 master server. Had to turn off EXTENDED_ONLY dialing. :cry:

Building a new campaign. Maybe the current one is just BROKE!

Posted: **Mon Feb 25, 2019 1:28 pm**

Update: We have been running on a new campaign with EXTENDED_ONLY enabled for an hour now with no double dialing. All settings for this campaign are the same as the old campaign (used) to be. I guess maybe the old campaign has a problem I just can't find.

Question, in vicidial_list_alt_phones table, field "active", what is it used for and does it ever get changed to "N"?

Posted: **Mon Feb 25, 2019 3:13 pm**

Update: I was wrong, still double dialing even in new campaign. Almost every instance, the number dialed multiple times is in the vicidial_list.phone_number field. The exception was we had one in both tables. Most of them are status NA by VDAD.

Posted: **Mon Feb 25, 2019 5:06 pm**

Currently In every legit instance of double dialing, happens to phone number in vicidial_list.phone_number and dialer thinks it is also in vicidial_list_alt_phones table, it is not. See below examples.

Code: Select all: 1551132045.25737 76625711 451 2019-02-25 16:01:36 1551132096 1551132096 0 NA 4092991063 VDAD NONE NONE 1 1551132129.35982 76625711 451 2019-02-25 16:02:08 1551132128 1551132128 0 AB 4092991063 VDAD NONE X1 2

Code: Select all: 1551131984.35855 76625691 451 2019-02-25 16:00:35 1551132035 1551132035 0 NA 4053012722 VDAD NONE NONE 1 1551132129.35973 76625691 451 2019-02-25 16:03:02 1551132182 1551132182 0 NA 4053012722 VDAD NONE XLAST 3 1551132044.25716 76625691 451 2019-02-25 16:01:36 1551132096 1551132096 0 NA 4053547586 VDAD NONE X1 2

Code: Select all: 1551132283.36146 76625997 451 2019-02-25 16:05:35 1551132335 1551132335 0 NA 5124652811 VDAD NONE NONE 1 1551132389.36345 76625997 451 2019-02-25 16:07:20 1551132440 1551132440 0 NA 5124652811 VDAD NONE X2 3 1551132337.25860 76625997 451 2019-02-25 16:06:28 1551132388 1551132388 0 NA 5124652811 VDAD NONE X1 2 1551132442.36453 76625997 451 2019-02-25 16:08:15 1551132495 1551132495 0 NA 5124652811 VDAD NONE X3 4 1551132537.36558 76625997 451 2019-02-25 16:09:15 1551132555 1551132586 30 DROP 9797785829 VDAD QUEUETIMEOUT XLAST 5

Posted: **Mon Feb 25, 2019 6:02 pm**

This thread is very relevant to our issue.

http://www.eflo.net/VICIDIALforum/viewtopic.php?t=9672

Posted: **Tue Feb 26, 2019 9:23 am**

After thorough diagnostics, trimming down campaign settings to the point of not dialing extended alt numbers then re-enabling extended, getting many examples I have come to this determination. In EVERY instance, the multiple dialed phone number is only in the vicidial_list.phone_number field and for some reason the dialer calls it a 2nd, 3rd, 4th etc time ONLY as an alt number even though it is not in the vicidial_list_alt_phones table. The ONLY time this happened otherwise we had a list that did not dedupe during load. (Scripting mistake).
By querying the archived vicidial_log_XXX tables, I have discovered this has been going on for a while. How long I am not sure.
Pertinent Campaign settings:
No Lead Recycling on ANY campaign on this dialer. /vicidial/admin.php?ADD=35 confirms LEAD RECYLCES = NONE on all campaigns.
Dial Method = ADAPT_AVERAGE
Auto Alt-Number Dialing = EXTENDED_ONLY
Auto ALT DIAL tab on Campaign: We stripped all statuses down to just NA being left. No difference. Of course removing all statuses prevented Auto Alt Dialing.
Only 1 phone in vicidial_list table. All other lead phones loaded into vicidial_list_alt_phones table.

Example of one server carrier dial plan. (Remember, we are clustered, and load balancing)
exten => _91NXXNXXXXXX,1,AGI(agi://127.0.0.1:4577/call_log)
exten => _91NXXNXXXXXX,n,Progress()
exten => _91NXXNXXXXXX,n,Dial(${SIPTRUNK7}/${EXTEN:1},,tTor)
exten => _91NXXNXXXXXX,n,Congestion()
exten => _91NXXNXXXXXX,n,Hangup

Mr. Florell or Mr. Conley, do you have any insight to this issue?

Posted: **Tue Feb 26, 2019 10:01 am**

Code: Select all: 10 76785564 3612272172 USCOLECT 2019-02-26 08:54:26 WN WILLUR 449 30 MAIN 11 76785564 3612272172 USCOLECT 2019-02-26 08:55:09 DNC MARIA1 449 18 X1 12 76785564 3612272172 USCOLECT 2019-02-26 08:56:13 HNGP NESTOR 449 68 X3

Please help. Dialer ignored a DNC also

Posted: **Tue Feb 26, 2019 10:41 am**

Code: Select all: 1551194434.8594 76784554 449 2019-02-26 09:20:42 1551194442 1551194442 0 AA 5059303987 VDAD CALLER NONE 4 1551194290.6230 76784554 449 2019-02-26 09:18:18 1551194298 LRERR 5059303987 VDAD NONE NONE 1 1551194358.8444 76784554 449 2019-02-26 09:19:25 1551194365 1551194365 0 AA 5059303987 VDAD CALLER NONE 2 1551194390.6265 76784554 449 2019-02-26 09:20:00 1551194400 CTR 5125208045 NESTOR NONE X2 3

Posted: **Tue Feb 26, 2019 2:01 pm**

In this example, the phone from vicidial_list table was called 5 times. There are 4 alt phones in vicidial_list_alt_phones. All examples are from vicidial_log table.

Code: Select all: uniqueid lead_id list_id call_date start_epoch end_epoch length_in_sec status phone_number user term_reason alt_dial called_count 1551205413.19101 76800604 443 2019-02-26 12:24:24 1551205464 1551205464 0 NA 7015202636 VDAD NONE NONE 1 1551205467.19121 76800604 443 2019-02-26 12:25:20 1551205520 1551205520 0 NA 7015202636 VDAD NONE X1 2 1551205522.19152 76800604 443 2019-02-26 12:26:13 1551205573 1551205573 0 NA 7015202636 VDAD NONE X2 3 1551205627.19176 76800604 443 2019-02-26 12:27:59 1551205679 1551205679 0 NA 7015202636 VDAD NONE X3 4 1551205680.19195 76800604 443 2019-02-26 12:28:52 1551205732 1551205732 0 NA 7015202636 VDAD NONE XLAST 5

vicidial.org

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