Vicidial outbound predictive: Agent call not received

[arif08]

Hi,
Any one can call. I am facing Vicidial outbound predictive dialing. Agent sometimes received call but cannot hear. Agent sometimes not get call while customer get the call from predictive outbound campaign and received but within 3-4 seconds call terminated. I have configured On-Hook=Y.

Case-1 (Agent sometimes received call but cannot hear:):
[Aug 7 15:50:04] -- Executing [01819647443@default:1] AGI("Local/01819647443@default-00000004;2", "agi://127.0.0.1:4577/call_log") in new stack
[Aug 7 15:50:04] -- AGI Script Executing Application: (EXEC) Options: (Set(_CAMPCUST=OUTBOUND))
[Aug 7 15:50:04] -- <Local/01819647443@default-00000004;2>AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
[Aug 7 15:50:04] -- Executing [01819647443@default:2] Dial("Local/01819647443@default-00000004;2", "SIP/01819647443@09612316212,,tToR") in new stack
[Aug 7 15:50:04] == Using SIP RTP CoS mark 5
[Aug 7 15:50:04] -- Called SIP/01819647443@09612316212
[Aug 7 15:50:07] == Manager 'sendcron' logged on from 127.0.0.1
[Aug 7 15:50:07] == Manager 'sendcron' logged off from 127.0.0.1
[Aug 7 15:50:08] > 0x7fb1d0019270 -- Strict RTP learning after remote address set to: 172.16.252.8:11640
[Aug 7 15:50:08] -- SIP/09612316212-00000002 is making progress passing it to Local/01819647443@default-00000004;2
[Aug 7 15:50:08] > 0x7fb1d0019270 -- Strict RTP switching to RTP remote address 172.16.252.8:11640 as source
[Aug 7 15:50:09] > 0x7fb1d0019270 -- Strict RTP learning complete - Locking on source address 172.16.252.8:11640
[Aug 7 15:50:13] -- SIP/09612316212-00000002 answered Local/01819647443@default-00000004;2
[Aug 7 15:50:13] > Channel Local/01819647443@default-00000004;1 was answered
[Aug 7 15:50:13] -- Executing [8369@default:1] Playback("Local/01819647443@default-00000004;1", "sip-silence") in new stack
[Aug 7 15:50:13] NOTICE[16613][C-00000004]: channel.c:4302 __ast_read: Dropping incompatible voice frame on SIP/09612316212-00000002 of format ulaw since our native format has changed to (alaw)
[Aug 7 15:50:13] -- <Local/01819647443@default-00000004;1> Playing 'sip-silence.gsm' (language 'en')
[Aug 7 15:50:14] -- Executing [h@default:1] AGI("Local/01819647443@default-00000004;2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----10-----1") in new stack
[Aug 7 15:50:14] -- Executing [8369@default:2] AGI("SIP/09612316212-00000002", "agi://127.0.0.1:4577/call_log") in new stack
[Aug 7 15:50:14] -- AGI Script Executing Application: (EXEC) Options: (Set(_CAMPCUST=OUTBOUND))
[Aug 7 15:50:14] -- <SIP/09612316212-00000002>AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
[Aug 7 15:50:14] -- Executing [8369@default:3] AMD("SIP/09612316212-00000002", "2000,2000,1000,5000,120,50,4,256") in new stack
[Aug 7 15:50:14] -- AMD: SIP/09612316212-00000002 0000000000 (N/A) (Fmt: slin)
[Aug 7 15:50:14] -- AMD: initialSilence [2000] greeting [2000] afterGreetingSilence [1000] totalAnalysisTime [5000] minimumWordLength [120] betweenWordsSilence [50] maximumNumberOfWords [4] silenceThreshold [256] maximumWordLength [5000]
[Aug 7 15:50:14] -- AMD: Channel [SIP/09612316212-00000002]. Changed state to STATE_IN_SILENCE
[Aug 7 15:50:14] == Manager 'sendcron' logged off from 127.0.0.1
[Aug 7 15:50:15] -- <Local/01819647443@default-00000004;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----10-----1 completed, returning 0
[Aug 7 15:50:15] == Spawn extension (default, 01819647443, 2) exited non-zero on 'Local/01819647443@default-00000004;2'
[Aug 7 15:50:15] -- AMD: Channel [SIP/09612316212-00000002]. HUMAN: silenceDuration:1000 afterGreetingSilence:1000
[Aug 7 15:50:15] -- Executing [8369@default:4] AGI("SIP/09612316212-00000002", "VD_amd.agi,8369") in new stack
[Aug 7 15:50:15] -- Launched AGI Script /usr/share/asterisk/agi-bin/VD_amd.agi
[Aug 7 15:50:15] -- <SIP/09612316212-00000002>AGI Script VD_amd.agi completed, returning 0
[Aug 7 15:50:15] -- Executing [8369@default:5] AGI("SIP/09612316212-00000002", "agi-VDAD_ALL_outbound.agi,NORMAL-----LB") in new stack
[Aug 7 15:50:15] -- Launched AGI Script /usr/share/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi
[Aug 7 15:50:15] -- <SIP/09612316212-00000002>AGI Script agi-VDAD_ALL_outbound.agi completed, returning 0
[Aug 7 15:50:15] -- Executing [010*032*132*060*8600052@default:1] Goto("SIP/09612316212-00000002", "default,8600052,1") in new stack
[Aug 7 15:50:15] -- Goto (default,8600052,1)
[Aug 7 15:50:15] -- Executing [8600052@default:1] MeetMe("SIP/09612316212-00000002", "8600052,F") in new stack
[Aug 7 15:50:15] == Parsing '/etc/asterisk/meetme.conf': Found
[Aug 7 15:50:15] == Parsing '/etc/asterisk/meetme-vicidial.conf': Found
[Aug 7 15:50:15] -- Created MeetMe conference 1023 for conference '8600052'
[Aug 7 15:50:15] -- <SIP/09612316212-00000002> Playing 'conf-onlyperson.gsm' (language 'en')


Case-2 (Agent sometimes not get call while customer get the call from predictive outbound campaign and received but within 3-4 seconds call terminated):
[Aug 7 15:48:09] -- Executing [8300@default:1] Hangup("Local/8300@default-00000001;2", "") in new stack
[Aug 7 15:48:09] == Spawn extension (default, 8300, 1) exited non-zero on 'Local/8300@default-00000001;2'
[Aug 7 15:48:09] -- Executing [h@default:1] AGI("Local/8300@default-00000001;2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16---------------") in new stack
[Aug 7 15:48:09] -- <Local/8300@default-00000001;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------- completed, returning 0
[Aug 7 15:48:10] == Manager 'sendcron' logged off from 127.0.0.1
[Aug 7 15:48:15] == Manager 'sendcron' logged on from 127.0.0.1
[Aug 7 15:48:15] -- Executing [01819647443@default:1] AGI("Local/01819647443@default-00000002;2", "agi://127.0.0.1:4577/call_log") in new stack
[Aug 7 15:48:15] -- AGI Script Executing Application: (EXEC) Options: (Set(_CAMPCUST=OUTBOUND))
[Aug 7 15:48:15] -- <Local/01819647443@default-00000002;2>AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
[Aug 7 15:48:15] -- Executing [01819647443@default:2] Dial("Local/01819647443@default-00000002;2", "SIP/01819647443@09612316212,,tToR") in new stack
[Aug 7 15:48:15] == Using SIP RTP CoS mark 5
[Aug 7 15:48:15] -- Called SIP/01819647443@09612316212
[Aug 7 15:48:18] > 0x7fb1e8040e70 -- Strict RTP learning after remote address set to: 172.16.252.8:17924
[Aug 7 15:48:18] -- SIP/09612316212-00000000 is making progress passing it to Local/01819647443@default-00000002;2
[Aug 7 15:48:18] > 0x7fb1e8040e70 -- Strict RTP switching to RTP remote address 172.16.252.8:17924 as source
[Aug 7 15:48:20] > 0x7fb1e8040e70 -- Strict RTP learning complete - Locking on source address 172.16.252.8:17924
[Aug 7 15:48:26] -- SIP/09612316212-00000000 answered Local/01819647443@default-00000002;2
[Aug 7 15:48:26] > Channel Local/01819647443@default-00000002;1 was answered
[Aug 7 15:48:26] NOTICE[16379][C-00000002]: channel.c:4302 __ast_read: Dropping incompatible voice frame on SIP/09612316212-00000000 of format ulaw since our native format has changed to (alaw)
[Aug 7 15:48:26] -- Executing [8369@default:1] Playback("Local/01819647443@default-00000002;1", "sip-silence") in new stack
[Aug 7 15:48:26] -- <Local/01819647443@default-00000002;1> Playing 'sip-silence.gsm' (language 'en')
[Aug 7 15:48:26] -- Executing [h@default:1] AGI("Local/01819647443@default-00000002;2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----11-----0") in new stack
[Aug 7 15:48:26] -- Executing [8369@default:2] AGI("SIP/09612316212-00000000", "agi://127.0.0.1:4577/call_log") in new stack
[Aug 7 15:48:26] -- AGI Script Executing Application: (EXEC) Options: (Set(_CAMPCUST=OUTBOUND))
[Aug 7 15:48:26] -- <SIP/09612316212-00000000>AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
[Aug 7 15:48:26] -- Executing [8369@default:3] AMD("SIP/09612316212-00000000", "2000,2000,1000,5000,120,50,4,256") in new stack
[Aug 7 15:48:26] -- AMD: SIP/09612316212-00000000 0000000000 (N/A) (Fmt: slin)
[Aug 7 15:48:26] -- AMD: initialSilence [2000] greeting [2000] afterGreetingSilence [1000] totalAnalysisTime [5000] minimumWordLength [120] betweenWordsSilence [50] maximumNumberOfWords [4] silenceThreshold [256] maximumWordLength [5000]
[Aug 7 15:48:26] -- AMD: Channel [SIP/09612316212-00000000]. Changed state to STATE_IN_SILENCE
[Aug 7 15:48:27] -- AMD: Channel [SIP/09612316212-00000000]. Short Word Duration: 20
[Aug 7 15:48:27] == Manager 'sendcron' logged off from 127.0.0.1
[Aug 7 15:48:27] -- <Local/01819647443@default-00000002;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----11-----0 completed, returning 0
[Aug 7 15:48:27] == Spawn extension (default, 01819647443, 2) exited non-zero on 'Local/01819647443@default-00000002;2'
[Aug 7 15:48:29] -- AMD: Channel [SIP/09612316212-00000000]. ANSWERING MACHINE: silenceDuration:2000 initialSilence:2000
[Aug 7 15:48:29] -- Executing [8369@default:4] AGI("SIP/09612316212-00000000", "VD_amd.agi,8369") in new stack
[Aug 7 15:48:29] -- Launched AGI Script /usr/share/asterisk/agi-bin/VD_amd.agi
[Aug 7 15:48:29] -- <SIP/09612316212-00000000> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'en')
[Aug 7 15:48:29] -- <SIP/09612316212-00000000> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'en')
[Aug 7 15:48:29] -- <SIP/09612316212-00000000>AGI Script VD_amd.agi completed, returning 4
[Aug 7 15:48:29] == Spawn extension (default, 8369, 4) exited non-zero on 'SIP/09612316212-00000000'
[Aug 7 15:48:29] -- Executing [h@default:1] AGI("SIP/09612316212-00000000", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0---------------") in new stack
[Aug 7 15:48:29] -- <SIP/09612316212-00000000>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0--------------- completed, returning 0

[williamconley]

1) Welcome to the Party!

2) As you are obviously new here, I have some suggestions to help us all help you:

When you post, please post your entire configuration including (but not limited to) your installation method (7.X.X?) and vicidial version with build (VERSION: 2.X-XXXx ... BUILD: #####-####).

This IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "manual/from scratch" you must post your operating system with version (and the .iso version from which you installed your original operating system) plus a link to the installation instructions you used. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

3) "Vicidial outbound predictive dialing" is vague. Please share configuration settings/options you believe are relevant. For now: We'll assume you are using Autodial of some sort and the campaign is Outbound. Which brings us to:

4) "On-Hook=Y". That's a big nono. You don't autodial someone, and then "call" someone else and hope they answer their phone quick enough to not drop the Prospect call before the Agent actually picks up the phone and says "howdy". Bad idea. Nonononono. That being said: "DROP CALL SECONDS" in the campaign settings controls the amount of time you have to get an agent on the line. If that setting is too low .. calls will terminate before an agent is successfully connected.

5) If these are "Survey" calls, we can have a more lengthy discussion, but the concept still applies. If you are for some reason Required to use OnHook because your agents don't answer their phones and don't have computers, consider sending the Survey calls to an Ingroup for more detailed handling. Or even a call menu.

Happy Hunting