Fronter to Closer and back

[ekaftan]

Hi,

I have a new customer thats using Vicidial for a previously very manual inbound call center (20 seats in front/back groups). I tried today to move all seats to Vicidial and had to revert due to some very strange transfer requierements.

Two scenarios I could not get working:

-Consultive transfers with the customer on hold (park the customer, call closer, give him some data, transfer the customer)
-Transfers with return (Transfer the customer to a closer, stay paused while the customer speaks to the closer, get the customer back)

Can you help me with the setup? I found some howtos in older support posts, but none used the new inbound system.

thanks,

[mflorell]

Your first solution is fairly reliable as a CXFER(consultative transfer)

Your second need I have never heard of before and I'm not sure how exactly you would do it in VICIDIAL.

[ekaftan]

Your first solution is fairly reliable as a CXFER(consultative transfer)

Your second need I have never heard of before and I'm not sure how exactly you would do it in VICIDIAL.

Can you point me to docs explaining how to set up CXFER?

thanks,

[ekaftan]

Your first solution is fairly reliable as a CXFER(consultative transfer)

Your second need I have never heard of before and I'm not sure how exactly you would do it in VICIDIAL.

Can you point me to docs explaining how to set up CXFER?

thanks,

Quoting myself... I added CXFER to D1 and everything works, except leaving the 3way call. When I do, this appears on asterisk console:

== Spawn extension (default, NEXTAVAILABLE, 0) exited non-zero on 'IAX2/orsus01-13'
-- Sent into invalid extension 'NEXTAVAILABLE' in context 'default' on IAX2/orsus01-13
-- Executing Playback("IAX2/orsus01-13", "invalid") in new stack
-- Playing 'invalid' (language 'es')

What am I missing?

[mflorell]

From the Transfer Conf help entry:

If you want to allow Consultative Transfers, a fronter to a closer, you can place CXFER as one of the number-to-dial presets and the proper dial string will be sent to do a Local Consultative Transfer, then the agent can just LEAVE-3WAY-CALL and move on to their next call. If you want to allow Blind transfers of customers to a VICIDIAL AGI script for logging or an IVR, then place AXFER in the number-to-dial field. You can also specify an custom extension after the AXFER or CXFER, for instance if you want to do Internal Consultative transfers instead of Local you would put CXFER90009 in the number-to-dial field.


If you are getting NEXTAVAILABLE like that then you have no 'conferences' table entries for your server_ip.

[jjohnson78]

I'm having the same problem with the NEXTAVAILABLE error, but I did already have conference entries in the conference table for the IP addresses of each server I'm using:
| conf_exten | server_ip | extension |
| 8600012 | 10.10.11.14 | |
| 8600013 | 10.10.11.14 | |
| 8600014 | 10.10.11.14 | |
...
| 8600029 | 10.10.11.14 | |

- This is repeated for the other servers. The conf_exten values in this table have no overlap with the conf_exten values in the vicidial_conferences table, which go from 8600051 to 8600100. Don't know if that's how it should be or not - I didn't set that up.

On my system, Internal (same server) transfers work perfectly, but the problem comes when I do Consultative Transfers (transferring to another server). As the fronter, I use CXFER as the D1 and D2 presets, and click one of them followed by "Dial With Customer", and the call goes through to the rep on the other server just fine. However, when I click "Leave 3-Way", it only drops the customer, not the fronter or closer, and the customer hears the "invalid" message on their phone. There are some other oddities with the call as well - clicking on Hangup XFER Line doesn't do anything at all, other than disable itself and the "Leave 3-Way" button. Also, clicking the "Hangup Both Lines" only hangs up the customer and leaves the fronter and closer in the call (although in this case the customer does NOT hear the "invalid" message).

Also, I don't know if this is important, but when all three people are in the conference, there are three lines under the "conference call information" on the fronter's end, but only two show up under the same section on the closer's end - the fronter's line and the closer's line.

This was the output on the fronter's server for one of those calls - I have the AGI output activated as well:

-- Called g2/17275551111
-- Zap/25-1 is proceeding passing it to Local/8600051@demo-5b7e,1
-- Zap/25-1 is making progress passing it to Local/8600051@demo-5b7e,1
== Manager 'sendcron' logged off from 127.0.0.1
-- Zap/25-1 is ringing
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
== Manager 'sendcron' logged off from 127.0.0.1
-- Zap/25-1 answered Local/8600051@demo-5b7e,1
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
-- Executing Answer("Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2", "") in new stack
> Channel Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,1 was answered.
-- Executing AGI("Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2", "agi-VDAD_ALL_inbound.agi|CLOSER-----LB-----CL_TESTCAMP-----7275551212-----Closer-----park----------999-----1") in new stack
-- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_inbound.agi
-- Executing MeetMe("Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,1", "8600051|F") in new stack
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|Perl Environment Dump:
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|0|CLOSER-----LB-----CL_TESTCAMP-----7275551212-----Closer-----park----------999-----1
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|callerID changed: J0912174715027874678
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- accountcode =
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- callerid = 8002201327
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- calleridname = DCagcW12212560351361
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- callingani2 = 0
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- callingpres = 0
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- callingtns = 0
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- callington = 0
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- channel = Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- context = demo
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- dnid = unknown
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- enhanced = 0.0
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- extension = 990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- language = en
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- priority = 2
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- rdnis = unknown
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- request = agi-VDAD_ALL_inbound.agi
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- type = Local
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi| -- uniqueid = 1221256035.33809
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|AGI Variables: |1221256035.33809|Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2|990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*|Local|J0912174715027874678|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|+++++ INBOUND CALL VDCL STARTED : |CL_NLNLEC_L|J0912174715027874678-CXFER|2008-09-12 17:47:15
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|+++++ VDAD START LOCAL CHANNEL: CXFER OVERRIDE-
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi||SELECT count(*) FROM vicidial_auto_calls where lead_id='27874678' and call_type='IN' and campaign_id='CL_NLNLEC_L' and channel NOT LIKE "Local%";|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi||SELECT campaign_id FROM vicidial_campaigns where active='Y' and campaign_allow_inbound='Y';|27874678|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|callerID changed: Y0912174715027874678
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi||INSERT INTO vicidial_xfer_log (lead_id,campaign_id,call_date,phone_code,phone_number,user,closer) values('27874678','CL_NLNLEC_L','2008-09-12 17:47:15','1','7275551111','1361','VDXL')|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|-- VDXL : |27874678|2766961|insert to vicidial_xfer_log
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi||INSERT INTO vicidial_auto_calls (server_ip,campaign_id,status,lead_id,uniqueid,callerid,channel,phone_code,phone_number,call_time,call_type,stage,queue_priority) values('10.10.11.14','CL_NLNLEC_L','LIVE','27874678','1221256035.33809','Y0912174715027874678','Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2','1','7275551111','2008-09-12 17:47:15','IN','LIVE-0','0')|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi||INSERT INTO vicidial_closer_log (lead_id,campaign_id,call_date,start_epoch,status,phone_code,phone_number,user,processed,xfercallid) values('27874678','CL_NLNLEC_L','2008-09-12 17:47:15','1221256035','QUEUE','1','7275551111','VDCL','N','2766961')|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|-- VDCL : |27874678|2766961|2782512|insert to vicidial_closer_log
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi||SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and campaign_id = 'CL_NLNLEC_L' and call_time < "2008-09-12 17:47:15" and lead_id != '27874678';|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi||SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and lead_id != '27874678' and ( (queue_priority > '0') or (queue_priority = '0' and call_time < "2008-09-12 17:47:15") );|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|-- VDAD get agent: |360|0|1|1|update of vla table: CL_NLNLEC_L|
|UPDATE vicidial_live_agents set status='QUEUE',lead_id='27874678',uniqueid='1221256035.33809', channel='Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2', callerid='Y0912174715027874678', call_server_ip='10.10.11.14' where status IN('CLOSER','READY') and campaign_id IN('TESTCAMP','TESTCMP2','CLOSER','SBTSCMCL','ABSBESCL','TESTCLSR') and closer_campaigns LIKE "% CL_NLNLEC_L %" and last_update_time > '20080912174710' order by last_call_finish limit 1;|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi||SELECT conf_exten,user,extension,server_ip FROM vicidial_live_agents where status = 'QUEUE' and campaign_id IN('TESTCAMP','TESTCMP2','CLOSER','SBTSCMCL','ABSBESCL','TESTCLSR') and callerid='Y0912174715027874678' and channel='Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2' order by last_call_time limit 1;|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|-- VDCL XFER REMOTE: |1|update of vac table: Y0912174715027874678
|UPDATE vicidial_auto_calls set status='CLOSER', stage='CLOSER-0' where callerid='Y0912174715027874678';|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|-- VDXL vicidial_xfer_log update: |1|27874678|6666
|UPDATE vicidial_xfer_log set closer='6666' where lead_id = '27874678' order by call_date desc limit 1;|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|-- closer log : |1|update of vcl table: 27874678
|UPDATE vicidial_closer_log set user='6666' where lead_id='27874678' order by call_date desc limit 1;|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|-- VDCL agent alert: |VH09121747158600062|010*010*011*013*78600062|Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2|insert to vicidial_manager
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
-- Executing Dial("Local/010*010*011*013*78600062@demo-3ec8,2", "IAX2/VICIast4:test@10.10.11.13:4569/78600062|55|o") in new stack
-- Called VICIast4:test@10.10.11.13:4569/78600062
-- Call accepted by 10.10.11.13 (format ulaw)
-- Format for call is ulaw
-- IAX2/VICIast3-4 answered Local/010*010*011*013*78600062@demo-3ec8,2
> Channel Local/010*010*011*013*78600062@demo-3ec8,1 was answered.
-- Executing Answer("Local/010*010*011*013*78600062@demo-3ec8,1", "") in new stack
-- Executing Playback("Local/010*010*011*013*78600062@demo-3ec8,1", "ding") in new stack
-- Playing 'ding' (language 'en')
Sep 12 17:47:16 WARNING[6022]: file.c:1045 ast_waitstream: Unexpected control subclass '-1'
== Spawn extension (demo, 010*010*011*013*78600062, 1) exited non-zero on 'Local/010*010*011*013*78600062@demo-3ec8,2'
-- Executing DeadAGI("Local/010*010*011*013*78600062@demo-3ec8,2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----0-----0") in new stack
-- AGI Script agi://127.0.0.1:4577/call_log--HVcauses ... ---0-----0 completed, returning 0
-- Executing Hangup("IAX2/VICIast3-4", "") in new stack
== Spawn extension (demo, 8304, 3) exited non-zero on 'IAX2/VICIast3-4'
-- Executing DeadAGI("IAX2/VICIast3-4", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16---------------") in new stack
-- AGI Script agi://127.0.0.1:4577/call_log--HVcauses ... ---------- completed, returning 0
-- Hungup 'IAX2/VICIast3-4'
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|exiting VDAD app, transferring call to 010*010*011*013*8600062
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi||SELECT calls_today from vicidial_inbound_group_agents WHERE user='6666' and group_id='CL_NLNLEC_L';|
2008-09-12 17:47:15|agi-VDAD_ALL_inbound.agi|-- VDCL vcl update: |1|27874678|
|UPDATE vicidial_closer_log set queue_seconds='0' where lead_id = '27874678' and call_date='2008-09-12 17:47:15';|
2008-09-12 17:47:17|agi-VDAD_ALL_inbound.agi|XXXXX VDAD transferred: start|stop 2008-09-12 17:47:15|2008-09-12 17:47:17
-- AGI Script agi-VDAD_ALL_inbound.agi completed, returning 0
-- Executing Dial("Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2", "IAX2/VICIast4:test@10.10.11.13:4569/8600062|55|o") in new stack
-- Called VICIast4:test@10.10.11.13:4569/8600062
-- Call accepted by 10.10.11.13 (format ulaw)
-- Format for call is ulaw
-- IAX2/VICIast3-12 answered Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2
== Spawn extension (demo, 010*010*011*013*8600062, 1) exited non-zero on 'Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2'
-- Executing DeadAGI("Local/990009*CL_NLNLEC_L*CXFER*27874678**7275551111*1361*@demo-a026,2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----0-----0") in new stack
-- AGI Script agi://127.0.0.1:4577/call_log--HVcauses ... ---0-----0 completed, returning 0
== Manager 'sendcron' logged off from 127.0.0.1
== Manager 'sendcron' logged off from 127.0.0.1
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
== Spawn extension (demo, NEXTAVAILABLE, 0) exited non-zero on 'Local/8600051@demo-5b7e,2'
-- Sent into invalid extension 'NEXTAVAILABLE' in context 'demo' on Local/8600051@demo-5b7e,2
-- Executing Playback("Local/8600051@demo-5b7e,2", "invalid") in new stack
-- Playing 'invalid' (language 'en')
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
== Spawn extension (demo, 917275551111, 2) exited non-zero on 'Local/8600051@demo-5b7e,1'
-- Executing DeadAGI("Local/8600051@demo-5b7e,1", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----52-----45") in new stack
== Starting Zap/25-1 at demo,NEXTAVAILABLE,1 failed so falling back to exten 's'
== Starting Zap/25-1 at demo,s,1 still failed so falling back to context 'default'
-- Sent into invalid extension 's' in context 'default' on Zap/25-1
-- Executing Playback("Zap/25-1", "invalid") in new stack
-- Playing 'invalid' (language 'en')
-- AGI Script agi://127.0.0.1:4577/call_log--HVcauses ... -52-----45 completed, returning 0
== Spawn extension (demo, i, 1) exited non-zero on 'Local/8600051@demo-5b7e,2'
-- Executing DeadAGI("Local/8600051@demo-5b7e,2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0---------------") in new stack
-- AGI Script agi://127.0.0.1:4577/call_log--HVcauses ... ---------- completed, returning 0
== Manager 'sendcron' logged off from 127.0.0.1
== Manager 'sendcron' logged off from 127.0.0.1
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
== Manager 'sendcron' logged off from 127.0.0.1
-- Timeout on Zap/25-1
== CDR updated on Zap/25-1
-- Executing Goto("Zap/25-1", "#|1") in new stack
-- Goto (default,#,1)
-- Executing Playback("Zap/25-1", "invalid") in new stack
-- Playing 'invalid' (language 'en')
-- Executing Hangup("Zap/25-1", "") in new stack
== Spawn extension (default, #, 2) exited non-zero on 'Zap/25-1'
-- Executing DeadAGI("Zap/25-1", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16---------------") in new stack
-- AGI Script agi://127.0.0.1:4577/call_log--HVcauses ... ---------- completed, returning 0
-- Hungup 'Zap/25-1'
== Spawn extension (demo, 8600051, 1) exited non-zero on 'IAX2/VICIast3-12'
-- Executing DeadAGI("IAX2/VICIast3-12", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0---------------") in new stack
-- AGI Script agi://127.0.0.1:4577/call_log--HVcauses ... ---------- completed, returning 0
-- Hungup 'IAX2/VICIast3-12'
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
-- Hungup 'Zap/pseudo-2129777804'
== Spawn extension (demo, 8600051, 1) exited non-zero on 'Zap/5-1'
-- Executing DeadAGI("Zap/5-1", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0---------------") in new stack
-- AGI Script agi://127.0.0.1:4577/call_log--HVcauses ... ---------- completed, returning 0
-- Hungup 'Zap/5-1'
== Parsing '/etc/asterisk/manager.conf': Found
== Manager 'sendcron' logged on from 127.0.0.1
-- Executing MeetMeAdmin("Local/55558600051@demo-65eb,2", "8600051|K") in new stack
== Parsing '/etc/asterisk/meetme.conf': Found

Does anyone have any suggestions? This issue is making me homicidal towards Asterisk.

[mflorell]

I have been working recently to do a re-write of the "Leave 3way" functionality for a client, however I have only been working on the external call portion of the code, not the multi-server VICIDIAL agent consultative transfer portion which is completely separated from the external call "leave-3way" code.

As you mentioned, the same-server functionality works fine and requires no additional configurations, it's the multi-server functionality that is a bit complex to set up and debug. It has been a while since I worked on a client system that used that functionality on a multi-server system, but it did work at one point in time.

The changes I've been making to the external-call leave-3way should fix the high-load issues that had been a problem with leave-3way, but I don't think I will have the time to work on the CXFER portion of the leave 3way any time soon unless it was to become a priority project that was paid for.

[vlue]

Hi Matt!
Good Day!

I'm maybe out of the topic regarding the consultative transfer but I have an issue also on the Leave 3 way call. This is also external. Almost half of the call transfered to the client is dropping. Some of it drops right after clicking the leave 3 way button, most of it drops after have been transfered to the client, for 5 to 30 seconds. I've used 1rc2 and 1rc3 version of the astgui. At first I dont think It has to do with the dialer coz i've used 1rc2 version for one campaign, also hot transfer or using leave 3 way call but their not complaining about it. Do I miss something or do I need to add some configuration on the dialer? The client that is receiving the transferred call is using a PABX,. I still see that its a problem their end. We have switch voip providers and codecs. Please help... Thanks!

[mflorell]

I have committed the changes to SVN trunk for the new external call leave 3way, so if you want to upgrade to SVN trunk I would recommend giving that a try.

Because of all of the changes that had to be made, this will not be back-ported to 2.0.4 branch.

[vlue]

Hi Matt!

Good Day!

I will try the SVN Trunk next time. What I did last night is make the agents logout then login everytime they will make a call transfer, to refresh the conferences. It has a great result. On 100+ transfers, it only dropped 5 calls. Unlike the past week that almost half of the call transferred dropped. I will try it again tonight to see if it got the same result. Thanks for your reply Matt! Cheers!