Call time 00:00 in real time report for one user
Posted: Wed Jul 07, 2021 4:51 pmHello
I am a U.S. based engineer doing my best to support an older vici installation in Noida. All of our other call centers have been migrated to another platform, but this one hasn't been integrated with our more modern systems yet. The problem is we have one user who's call length shows up as zero in the Real Time Report. If you look at her call stats, we can see the duration of her calls etc. But the Real Time Report is the tool her managers want to use.
Before you scoff at me - I did say this was an old install on the other side of the planet from me:
Version of vicidial: version 2.14-032e Build 170930-0853
loadavg: 0.13, 0.10, 0.09
Server with 2 processors and 16Gb Ram - 13GB free
These folks use a free version of 3CX as their smartphone/VOIP tool
OS: openSUSE Leap 42.3
I have determined that the problem is actually external to vicidial. If the user logs into someone elses computer, her times are shown fine. Also, if someone else logs into her equipment, their calls show the zero call length in the real time report.
The vici server and her laptop is set to EDT. Looking at the calls, they appear to be hitting the vici server in GMT - 4 hours ahead. This explains the 00:00 call length, but I haven't been able to figure out where the Time is being hijacked.
I have checked the timezone settings on her laptop. They are correct. Even though she is the only one with this problem I modified php.ini to use the same timezone as the server (it didn't help). I have looked through the 3CX settings on her system and I don't see anywhere the time or timezone is managed. I even checked the settings on her home router. Nothing to do with time there either.
Somewhere, some setting or some piece of equipment is over-riding the EDT timezone settings on her laptop and reporting the time in GMT. My hope is one of you out there has seen this before and can help me figure out what to check. I appreciate any help y'all can give.
I am a U.S. based engineer doing my best to support an older vici installation in Noida. All of our other call centers have been migrated to another platform, but this one hasn't been integrated with our more modern systems yet. The problem is we have one user who's call length shows up as zero in the Real Time Report. If you look at her call stats, we can see the duration of her calls etc. But the Real Time Report is the tool her managers want to use.
Before you scoff at me - I did say this was an old install on the other side of the planet from me:
Version of vicidial: version 2.14-032e Build 170930-0853
loadavg: 0.13, 0.10, 0.09
Server with 2 processors and 16Gb Ram - 13GB free
These folks use a free version of 3CX as their smartphone/VOIP tool
OS: openSUSE Leap 42.3
I have determined that the problem is actually external to vicidial. If the user logs into someone elses computer, her times are shown fine. Also, if someone else logs into her equipment, their calls show the zero call length in the real time report.
The vici server and her laptop is set to EDT. Looking at the calls, they appear to be hitting the vici server in GMT - 4 hours ahead. This explains the 00:00 call length, but I haven't been able to figure out where the Time is being hijacked.
I have checked the timezone settings on her laptop. They are correct. Even though she is the only one with this problem I modified php.ini to use the same timezone as the server (it didn't help). I have looked through the 3CX settings on her system and I don't see anywhere the time or timezone is managed. I even checked the settings on her home router. Nothing to do with time there either.
Somewhere, some setting or some piece of equipment is over-riding the EDT timezone settings on her laptop and reporting the time in GMT. My hope is one of you out there has seen this before and can help me figure out what to check. I appreciate any help y'all can give.