vicidial.org

by **pmathews** » Mon Dec 08, 2008 7:08 pm

If vicidial places a number of calls, routes them through AMD to determine if it is a human or not, and we end up with more people on the line than we have agents available, is there a way we can play MoH or something until the next agent becomes available? What options do we have in this case?

Thanks!

Paul

by **mflorell** » Tue Dec 09, 2008 12:37 am

What is your Drop Call Seconds set to for your campaign?

In the SVN trunk version you can also send DROPs to an in-group which allows for Music On Hold.

by **pmathews** » Tue Dec 09, 2008 12:38 pm

Drop call seconds was set to 5.

I've moved to svn so we can drop to an in-group. I've created an in-group for this purpose, the drop action is set to in_group, and the drop transfer group is specified. However, calls drop immediately when no agent is available, as seen here:

-- AMD: HUMAN: silenceDuration:300 afterGreetingSilence:300
-- Executing AGI("Zap/1-1", "VD_amd.agi|8365") in new stack
-- Launched AGI Script /var/lib/asterisk/agi-bin/VD_amd.agi
-- AGI Script VD_amd.agi completed, returning 0
-- Executing AGI("Zap/1-1", "agi-VDADtransfer.agi|8365") in new stack
-- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDADtransfer.agi
-- AGI Script agi-VDADtransfer.agi completed, returning 0
-- Executing AGI("Zap/1-1", "agi-VDADtransfer.agi|8365") in new stack
-- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDADtransfer.agi
-- AGI Script agi-VDADtransfer.agi completed, returning 0
-- Executing AGI("Zap/1-1", "agi-VDADtransfer.agi|8365") in new stack
-- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDADtransfer.agi
-- AGI Script agi-VDADtransfer.agi completed, returning 0
-- Executing Hangup("Zap/1-1", "") in new stack
== Spawn extension (default, 8365, 7) exited non-zero on 'Zap/1-1'
-- Hungup 'Zap/1-1'

Am I missing something necessary in my dialplan?

extensions.conf:
exten => 8365,1,AGI(call_log.agi,${EXTEN})
exten => 8365,2,AMD(3500|1500|300|5000|120|50|5|256)
exten => 8365,3,AGI(VD_amd.agi,${EXTEN})
exten => 8365,4,AGI(agi-VDADtransfer.agi,${EXTEN})
exten => 8365,5,AGI(agi-VDADtransfer.agi,${EXTEN})
exten => 8365,6,AGI(agi-VDADtransfer.agi,${EXTEN})
exten => 8365,7,Hangup

by **mflorell** » Tue Dec 09, 2008 6:30 pm

Did you read the UPGRADE doc when you upgraded to SVN trunk?

You cannot use agi-VDADtransfer.agi with SVN trunk.

by **pmathews** » Wed Dec 10, 2008 1:12 pm

Whoops. I read the upgrade file, but skimmed most of it, and I must have missed that part. Sorry.

Now I've switched my extensions.conf like so:

Code: Select all: exten => 8365,1,AGI(call_log.agi,${EXTEN}) exten => 8365,2,AMD(3500|1500|300|5000|120|50|5|256) exten => 8365,3,AGI(VD_amd.agi,${EXTEN}) exten => 8365,4,AGI(agi-VDAD_ALL_outbound.agi,${EXTEN}) exten => 8365,5,AGI(agi-VDAD_ALL_outbound.agi,${EXTEN}) exten => 8365,6,AGI(agi-VDAD_ALL_outbound.agi,${EXTEN}) exten => 8365,7,Hangup

I'm still getting the problem where if there is no agent available, it drops the call; however, it appears it is at least trying to transfer the call, as seen in my agiout log here:

Code: Select all: 2008-12-10 10:45:01|agi-VDAD_ALL_outbound.agi||SELECT count(*) FROM vicidial_live_agents where campaign_id = 'TESTCAMP' and last_update_time > '20081210104456';| 2008-12-10 10:45:01|agi-VDAD_ALL_outbound.agi||CONCURRENT TRANSFERS AUTO SETTING: 1 (1)| 2008-12-10 10:45:01|agi-VDAD_ALL_outbound.agi|-- VDAD get agent: |0E0|update of vla table: TESTCAMP|192.168.10.8 |UPDATE vicidial_live_agents set status='QUEUE',lead_id='3551',uniqueid='1228931090.79', channel='Zap/1-1', call_server_ip='192.168.10.8', callerid='V1210104449000003551',comments='AUTO' where status = 'READY' and lead_id<1 and campaign_id='TESTCAMP' and last_update_time > '20081210104456' order by last_call_finish limit 1;| 2008-12-10 10:45:01|agi-VDAD_ALL_outbound.agi|NNNNNNNNNN No agent record found!!! 2008-12-10 10:45:07|agi-VDAD_ALL_outbound.agi||UPDATE vicidial_log FORCE INDEX(lead_id) set status='DROP',end_epoch='1228931107',length_in_sec='5',term_reason='QUEUETIMEOUT' where lead_id = '3551' and uniqueid LIKE "1228931090%";| 2008-12-10 10:45:07|agi-VDAD_ALL_outbound.agi|-- VDAD vicidial_log update: |1|1228931090.79 2008-12-10 10:45:07|agi-VDAD_ALL_outbound.agi||UPDATE vicidial_list set status='DROP' where lead_id = '3551';| 2008-12-10 10:45:07|agi-VDAD_ALL_outbound.agi|-- VDAD vicidial_list update: |1|3551 2008-12-10 10:45:07|agi-VDAD_ALL_outbound.agi|-- VDAD vac record deleted: |1|TESTCAMP| 2008-12-10 10:45:07|agi-VDAD_ALL_outbound.agi|exiting the VDAD app, transferring call to 90009*testgroup**3551**8019955241**

The callee does hear a short beep just before hangup. The in-group it's trying to transfer to is 'testgroup'; but I just created it in the admin page - is there something I'm missing here that needs to be setup? Is there some documentation on how all this needs to be setup?

Thanks!

by **mflorell** » Wed Dec 10, 2008 1:34 pm

What happens on the Asteirsk CLI after what you posted?

by **pmathews** » Wed Dec 10, 2008 1:37 pm

Sorry. I meant to include that in my last post. Here it is:

Code: Select all: -- Executing Dial("Local/918019955241@default-f706,2", "ZAP/g0/18019955241||tTo") in new stack -- Requested transfer capability: 0x00 - SPEECH -- Called g0/18019955241 -- Zap/1-1 is proceeding passing it to Local/918019955241@default-f706,2 -- Zap/1-1 is making progress passing it to Local/918019955241@default-f706,2 -- Zap/1-1 is ringing -- Zap/1-1 answered Local/918019955241@default-f706,2 -- Executing AGI("Local/918019955241@default-f706,1", "call_log.agi|8365") in new stack -- Launched AGI Script /var/lib/asterisk/agi-bin/call_log.agi == Manager 'sendcron' logged off from 127.0.0.1 -- AGI Script call_log.agi completed, returning 0 -- Executing AMD("Zap/1-1", "3500|1500|300|5000|120|50|5|256") in new stack == Spawn extension (default, 918019955241, 1) exited non-zero on 'Local/918019955241@default-f706,2' -- AMD: Zap/1-1 0000000000 (null) (Fmt: 64) -- AMD: initialSilence [3500] greeting [1500] afterGreetingSilence [300] totalAnalysisTime [5000] minimumWordLength [120] betweenWordsSilence [50] maximumNumberOfWords [5] silenceThreshold [256] -- AMD: Word detected. iWordsCount:1 -- AMD: Changed state to STATE_IN_SILENCE -- AMD: HUMAN: silenceDuration:300 afterGreetingSilence:300 -- Executing AGI("Zap/1-1", "VD_amd.agi|8365") in new stack -- Launched AGI Script /var/lib/asterisk/agi-bin/VD_amd.agi -- AGI Script VD_amd.agi completed, returning 0 -- Executing AGI("Zap/1-1", "agi-VDAD_ALL_outbound.agi|8365") in new stack -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi == Parsing '/etc/asterisk/manager.conf': Found == Manager 'sendcron' logged on 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 == 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 -- AGI Script agi-VDAD_ALL_outbound.agi completed, returning 0 -- Hungup 'Zap/1-1'

by **mflorell** » Wed Dec 10, 2008 2:27 pm

I don't see this "90009*testgroup**3551**8019955241**" anywhere in what you posted.

by **pmathews** » Wed Dec 10, 2008 2:43 pm

Correct. It's just not there. That's why I'm wondering if I'm missing something here. It looks like it's trying to do so judging from the agiout log, but the CLI shows nothing happens. Here's my extensions.conf (with a lot of comments removed), just for completeness:

[general]
static=yes
writeprotect=no
autofallthrough=yes
clearglobalvars=no
priorityjumping=no

[globals]
CONSOLE=Console/dsp ; Console interface for demo

TRUNK=ZAP/g0 ; Trunk interface
TRUNKMSD=1 ; MSD digits to strip (usually 1 or 0)

[trunkint]
exten => _9011.,1,Dial(${TRUNK}/${EXTEN:${TRUNKMSD}},,tTo)

[trunkld]
exten => _91NXXNXXXXXX,1,Dial(${TRUNK}/${EXTEN:${TRUNKMSD}},,tTo)

[trunklocal]
exten => _9NXXXXXX,1,Dial(${TRUNK}/${EXTEN:${TRUNKMSD}},,tTo)

[trunktollfree]
exten => _91800NXXXXXX,1,Dial(${TRUNK}/${EXTEN:${TRUNKMSD}},,tTo)
exten => _91888NXXXXXX,1,Dial(${TRUNK}/${EXTEN:${TRUNKMSD}},,tTo)
exten => _91877NXXXXXX,1,Dial(${TRUNK}/${EXTEN:${TRUNKMSD}},,tTo)
exten => _91866NXXXXXX,1,Dial(${TRUNK}/${EXTEN:${TRUNKMSD}},,tTo)

[international]
include => longdistance
include => trunkint

[longdistance]
include => local
include => trunkld

[local] include => default
include => parkedcalls
include => trunklocal
include => trunktollfree

[default]

include => local
include => longdistance
include => international

exten => 1667,1,Dial(IAX2/VICIDIAL_TRUNK/1667,15,tTo)
exten => 1678,1,Dial(IAX2/VICIDIAL_TRUNK/1678,15,tTo)
exten => 1761,1,Dial(IAX2/VICIDIAL_TRUNK/1761,15,tTo)
exten => 1779,1,Dial(IAX2/VICIDIAL_TRUNK/1779,15,tTo)
exten => 1787,1,Dial(IAX2/VICIDIAL_TRUNK/1787,15,tTo)
exten => 1794,1,Dial(IAX2/VICIDIAL_TRUNK/1794,15,tTo)
exten => 1812,1,Dial(IAX2/VICIDIAL_TRUNK/1812,15,tTo)
exten => 1883,1,Dial(IAX2/VICIDIAL_TRUNK/1883,15,tTo)
exten => 1980,1,Dial(IAX2/VICIDIAL_TRUNK/1980,15,tTo)
exten => 1986,1,Dial(IAX2/VICIDIAL_TRUNK/1678,15,tTo)
exten => 1995,1,Dial(IAX2/VICIDIAL_TRUNK/1995,15,tTo)

######------ START extensions.conf other additions ------######
; park channel for client GUI parking, hangup after 30 minutes
; create a GSM formatted audio file named "park.gsm" that is 30 minutes long
; and put it in /var/lib/asterisk/sounds
exten => 8301,1,Answer
exten => 8301,2,AGI(park_CID.agi)
exten => 8301,3,Playback(park)
exten => 8301,4,Hangup
exten => 8303,1,Answer
exten => 8303,2,AGI(park_CID.agi)
exten => 8303,3,Playback(conf)
exten => 8303,4,Hangup

; park channel for client GUI conferencing, hangup after 30 minutes
; create a GSM formatted audio file named "conf.gsm" that is 30 minutes long
; and put it in /var/lib/asterisk/sounds
exten => 8302,1,Answer
exten => 8302,2,Playback(conf)
exten => 8302,3,Hangup

; default audio for safe harbor 2-second-after-hello message then hangup
; create a GSM formatted audio file complies with safe harbor rules
; and put it in /var/lib/asterisk/sounds then change filename below
exten => 8307,1,Answer
exten => 8307,2,Playback(vm-goodbye)
exten => 8307,3,Hangup

; this is used for recording conference calls, the client app sends the filename
; value as a callerID recordings go to /var/spool/asterisk/monitor (WAV)
exten => 8309,1,Answer
exten => 8309,2,Monitor(wav,${CALLERIDNAME})
exten => 8309,3,Wait,3600
exten => 8309,4,Hangup

; this is used for recording conference calls, the client app sends the filename
; value as a callerID recordings go to /var/spool/asterisk/monitor (GSM)
exten => 8310,1,Answer
exten => 8310,2,Monitor(gsm,${CALLERIDNAME})
exten => 8310,3,Wait,3600
exten => 8310,4,Hangup

; this is used for playing a message to an answering machine forwarded from AMD in VICIDIAL
; replace conf with the message file you want to leave
exten => 8320,1,WaitForSilence(2000,2) ; AMD got machine. leave message after recording
exten => 8320,2,Playback(conf)
exten => 8320,3,AGI(VD_amd_post.agi,${EXTEN})
exten => 8320,4,Hangup

; this is used to allow the GUI to send you directly into voicemail
; don't forget to set GUI variable $voicemail_exten to this extension
exten => 8501,1,VoicemailMain(s${CALLERIDNUM})
exten => 8501,2,Hangup

; this is used to allow the GUI to send live calls directly into voicemail
; don't forget to set GUI variable $voicemail_dump_exten to this extension
exten => _85026666666666.,1,Wait(2)
exten => _85026666666666.,2,Voicemail(${EXTEN:14})
exten => _85026666666666.,3,Hangup

; this is used for sending DTMF signals within conference calls, the client app
; sends the digits to be played in the callerID field
; sound files must be placed in /var/lib/asterisk/sounds
exten => 8500998,1,Answer
exten => 8500998,2,Playback(silence)
exten => 8500998,3,AGI(agi-dtmf.agi)
exten => 8500998,4,Hangup

; prompt recording AGI script, ID is 4321
exten => 8168,1,Answer
exten => 8168,2,AGI(agi-record_prompts.agi)
exten => 8168,3,Hangup

; playback of recorded prompts
exten => _851XXXXX,1,Answer
exten => _851XXXXX,2,Playback(${EXTEN})
exten => _851XXXXX,3,Hangup

#### VDAD STANDARD TRANSFER ENTRIES ####
; VICIDIAL_auto_dialer transfer script for no-agent campaigns:
exten => 8364,1,Playback(sip-silence)
exten => 8364,2,AGI(agi://127.0.0.1:4577/call_log)
exten => 8364,3,AGI(agi-VDADtransferBROADCAST.agi,${EXTEN})
exten => 8364,4,AGI(agi-VDADtransferBROADCAST.agi,${EXTEN})
exten => 8364,5,Hangup

; VICIDIAL_auto_dialer transfer script:
;exten => 8365,1,AGI(agi://127.0.0.1:4577/call_log)
exten => 8365,1,AGI(call_log.agi,${EXTEN})
exten => 8365,2,AMD(3500|1500|300|5000|120|50|5|256)
exten => 8365,3,AGI(VD_amd.agi,${EXTEN})
exten => 8365,4,AGI(agi-VDAD_ALL_outbound.agi,${EXTEN})
exten => 8365,5,AGI(agi-VDAD_ALL_outbound.agi,${EXTEN})
exten => 8365,6,AGI(agi-VDAD_ALL_outbound.agi,${EXTEN})
;exten => 8365,2,AGI(agi-VDADtransfer.agi,${EXTEN})
;exten => 8365,3,AGI(agi-VDADtransfer.agi,${EXTEN})
;exten => 8365,4,AGI(agi-VDADtransfer.agi,${EXTEN})
exten => 8365,7,Hangup

; VICIDIAL_auto_dialer transfer script SURVEY at beginning:
exten => 8366,1,AGI(agi://127.0.0.1:4577/call_log)
exten => 8366,2,AGI(agi-VDADtransferSURVEY.agi,${EXTEN})
exten => 8366,3,AGI(agi-VDADtransferSURVEY.agi,${EXTEN})
exten => 8366,4,AGI(agi-VDADtransferSURVEY.agi,${EXTEN})
exten => 8366,5,Hangup

; VICIDIAL_auto_dialer transfer script Load Balance Overflow:
exten => 8367,1,AGI(agi://127.0.0.1:4577/call_log)
exten => 8367,2,AGI(agi-VDAD_LO_transfer.agi,${EXTEN})
exten => 8367,3,AGI(agi-VDAD_LO_transfer.agi,${EXTEN})
exten => 8367,4,AGI(agi-VDAD_LO_transfer.agi,${EXTEN})
exten => 8367,5,Hangup

; VICIDIAL_auto_dialer transfer script Load Balanced:
exten => 8368,1,AGI(agi://127.0.0.1:4577/call_log)
exten => 8368,2,AGI(agi-VDAD_LB_transfer.agi,${EXTEN})
exten => 8368,3,AGI(agi-VDAD_LB_transfer.agi,${EXTEN})
exten => 8368,4,AGI(agi-VDAD_LB_transfer.agi,${EXTEN})
exten => 8368,5,Hangup

; VICIDIAL_auto_dialer transfer script AMD with Load Balanced:
exten => 8369,1,AGI(agi://127.0.0.1:4577/call_log)
exten => 8369,2,AMD(3500|1500|300|5000|120|50|5|256)
exten => 8369,3,AGI(VD_amd.agi,${EXTEN})
exten => 8369,4,AGI(agi-VDAD_LB_transfer.agi,${EXTEN})
exten => 8369,5,AGI(agi-VDAD_LB_transfer.agi,${EXTEN})
exten => 8369,6,AGI(agi-VDAD_LB_transfer.agi,${EXTEN})
exten => 8369,7,Hangup

; VICIDIAL auto-dial reminder script
exten => 8372,1,AGI(agi://127.0.0.1:4577/call_log)
exten => 8372,2,AGI(agi-VDADautoREMINDER.agi,${EXTEN})
exten => 8372,3,AGI(agi-VDADautoREMINDER.agi,${EXTEN})
exten => 8372,4,AGI(agi-VDADautoREMINDER.agi,${EXTEN})
exten => 8372,5,Hangup

exten => 8600001,1,Meetme,8600001|q
exten => 8600002,1,Meetme,8600002|q
exten => 8600003,1,Meetme,8600003|q
--- snip ---
exten => 8600029,1,Meetme,8600029|q

exten => _X48600XXX,1,MeetMeAdmin(${EXTEN:2},T,${EXTEN:0:1})
exten => _X48600XXX,2,Hangup

exten => _X38600XXX,1,MeetMeAdmin(${EXTEN:2},t,${EXTEN:0:1})
exten => _X38600XXX,2,Hangup

exten => 8300,1,Hangup

exten => 8600051,1,Meetme,8600051
exten => 8600052,1,Meetme,8600052
--- snip ---
exten => 8600198,1,Meetme,8600198
exten => 8600199,1,Meetme,8600199
exten => 8600200,1,Meetme,8600200
; quiet entry and leaving conferences for VICIDIAL
exten => _78600XXX,1,Meetme,${EXTEN:1}|q
; quiet monitor extensions for meetme rooms (for room managers)
exten => _68600XXX,1,Meetme,${EXTEN:1}|mq

; MANDITORY VDAD extens:
; In this setup, the serverIP is the prefix followed by agent conf_exten
; These lines are REQUIRED for VICIDIAL to work properly
; local server extens:
exten => _192*168*010*008*8600XXX,1,Goto(default,${EXTEN:16},1)
exten => _192*168*010*008*8600XXX*.,1,Goto(default,${EXTEN:16},1)
exten => _192*168*010*008*78600XXX,1,Goto(default,${EXTEN:16},1)
exten => _192*168*010*008*78600XXX*.,1,Goto(default,${EXTEN:16},1)
exten => _8600XXX*.,1,AGI(agi-VDADfixCXFER.agi)
exten => _78600XXX*.,1,AGI(agi-VDADfixCXFER.agi)

by **mflorell** » Wed Dec 10, 2008 4:55 pm

What are the build and version of the vicidial.php you are using?

by **pmathews** » Wed Dec 10, 2008 5:45 pm

version: 2.0.5-188
build: 81124-2213

by **mflorell** » Wed Dec 10, 2008 5:57 pm

Just tested this on the test setup with no issues using this same version.

by **pmathews** » Wed Dec 10, 2008 6:01 pm

Hmm... Any recommendations on what might be wrong or where I could find some documentation?

Thanks!

by **mflorell** » Wed Dec 10, 2008 6:26 pm

I don't see the 90009* or 99009* extens anywhere in your posted dialplan, are they in there?

by **pmathews** » Wed Dec 10, 2008 6:41 pm

They aren't. What you see there is the entirety of my extensions.conf - minus comments and the parts where I snipped out consecutive lines of meetme conferences. Where is it getting the list of extensions to transfer to from?

by **mflorell** » Wed Dec 10, 2008 6:44 pm

the extensions.conf.sample has those extensions in it and they do need to be present if you will be doing any internal transfers(like drop in-group rollover)

by **pmathews** » Wed Dec 10, 2008 7:07 pm

Ok. Adding those in seems to have fixed the problem. Now the call isn't dropped and gets a message. THANK YOU!!!

Now, I was assuming that in-group calls would be held until the next outbound agent was available, they would then be connected to them, rather than having another outbound call placed. It seems this assumption is incorrect? Is it possible to do this?

Once again, thanks for all the help!

by **mflorell** » Wed Dec 10, 2008 7:45 pm

No, that's not how this works, the call gets sent to an in-group. Due to the legalities of outbound dialing in the USA you have to log the call as dropped after 2 seconds past the end of ths customer greeting(even if the call eventually gets to an agent). The only way to do this properly is to have the call leave the outbound queue and move to inbound.

To have the same agents answer these calls, just set up blended campaign with this in-group, you can even change the prioritization to have the in calls answered before or after the outbound calls that are all waiting to be sent to agents.

by **pmathews** » Thu Dec 11, 2008 11:53 am

Excellent! That works! Thank you!!!

One last question - when a call is dropped into the in-group, the agi-VDAD_ALL_outbound agi script runs for a few seconds before it completes, and forwards the call into the in-group. Is there a way to speed up it's execution time to minimize the time to agent?

by **mflorell** » Thu Dec 11, 2008 3:56 pm

You could reduce the dial timeout, and you can also set the No Delay Call Route: to Y in the inbound group

by **pmathews** » Thu Dec 11, 2008 4:55 pm

I found the problem. My drop call seconds was set to five, so it was waiting five seconds before marking the call as dropped, inducing further delay. I don't suppose it could be set to tenths of seconds or immediate to reduce delay further?

Thanks for all your help!

by **mflorell** » Thu Dec 11, 2008 7:22 pm

Just set it to 1, you do want to give the routing mechanism at least 1 second to route the call.

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