vicidial.org

Hi Team,

For one of our instances we are interacting with vicidial through our portal so we can integrate with a CRM. We are using the call_agent api call if the agent doesn't pick up the call, this works fine at the beginning but runs into an issue if the agent changes sessions. For example, agent logs into sessions 8600051, makes call to client, transfers to another agent and then leaves the 3-way xfer, this then places them in another session (say 8600052), if they accidentally hang up their soft phone or it drops out for whatever reason, the call_agent api will call but place them into the original session they are in e.g. 8600051. This often causes them to drop in on another agents session or call which is already in progress.

I know this doesn't occur using the standard vicidial interface, just wondering if there is a reason for the difference in the api or if it is a bug. Cheers.

Vicibox 9.0.2
VERSION: 2.14-769a
BUILD: 200916-0922

I haven't heard of that problem before, but if you can repeat this issue on demand, please post detailed step-by-step instructions for how to replicate this issue to a new ticket in the Issue Tracker and we'll take a look at it.

Thanks Matt.

Have posted the issue.

Basic rundown is that the api is looking for the login call data from the vicidial_session_data table which doesn't update when a user changes sessions (for example when leaving a 3-way transfer). You can confirm this by looking at the difference in session/conference by comparing the values between vicidial_session_data and vicidial_live_agents after leaving a 3-way transfer.

http://www.vicidial.org/VICIDIALmantis/view.php?id=1251