Multiple Calls dropped into conference room.

[tbenson]

We have a call center with 2 PRI lines on sangoma hardware. Every so often we end up with an agent who has 2-3 leads dropped into the conference room at the same time. We experienced this on VoIP and wanted to cut over to the PRI's before we started attacking any issues that might just go away on hardware. This one is persisting however.

Thanks

[Op3r]

do you have the h exten on your extensions.conf?

are your agents logging out properly?

basically those 2 are the reason for the multiple calls.

[tbenson]

Yeah we have the h exten defined as follows.

Code: Select all

;##### This 'h' exten is VERY important for VICIDIAL usage,
;##### you will have problems if it is not in your dialplan!
exten => h,1,DeadAGI(agi://127.0.0.1:4577/call_log)
exten => h,2,DeadAGI(agi://127.0.0.1:4577/VD_hangup--HVcauses--PRI-----NODEBUG-----${HANGUPCAUSE}-----${DIALSTATUS}-----${DIALEDTIME}-----${ANSWEREDTIME}))


Logout is an issue in some cases where people have closed down AGC and somehow are listed as in pause mode still for extended periods of time.

However the people being sent to the same conference room is happening when they are still signed in, finish dispositioning a call, and then when they drop back to the call screen 2-3 leads get transfered into their room at a time. Doesnt happen very often, but 2-4 times a day right now with 10 agents max.

[Op3r]

I used to have that same problem before. I found out that the agents just close their browser then log back in. I think it didnt erase the conference room associated with the agent hence the multiple calls.

also I experienced that when it is overloaded.

So when that happens I just advise them to click show conference channels on the agent screen hang up everything in it then log out, close the browser and the softphone then log back in.

but then again take a look at your system load.

if the problem persist, blame the agents for not logging out properly. Heck I even shouted at the floor before threatening every agent for termination if I found out they didnt log out properly and starts experiencing that problem. I never heard about it again.

[tbenson]

We implemented the code to have it logout when they click the X instead of logout. So in theory there is not a way for them to close the call center without logging out.

However I can attest that every so often they are clicking logout and when i check the realtime it shows them in pause for 10+ minutes. I suppose this more relates to the logout script then as the only possible way for them to close firefox at this point would be to use a shell to kill the process (none of them could even get close to that level of knowledge), or to logout of the computer without closing firefox first, which I know isn't happening.

[Op3r]

is it a multi server set up? is the time sync?

[tbenson]

Seperate DB Server (failover), web server (load balanced), and single dial server.

The failover and loadbalancing infrastructure are there because of the companies main application we upgraded. All servers are in sync and using NTP. Are clients an issue or were you just reffering to servers?

Trevor