Callbacks being dialled too early

[caspar]

I had an interesting problem where agents complain that when they schedule a callback, for example the next day and set it as "My call back only", the few minutes later another agent will receive the same lead and annoy the customer again.

After some investigation I found that one of the campaign's Dial statuses were set to "CALLBK - Call Back".

I removed this Dial Status for now. Do you think this could be the cause of the problem? I will monitor the issue and check if it happens again.

[chander.prakash]

Call backs are made as per the server timings. So whenever you mark a call back, you have to keep track of the server time and the calling zone time.

If they are different then you need to add or substract from the call back time to get the call at the designated time

[caspar]

There is only ONE server. The server is in South Africa that only have ONE time zone. All customers are local from South Africa. I do not think it is a time zone issue.

[aster1]

If the agent click "My callback only" then they are set in agents own callback list in agent panel and they are not automatically picked up in hopper ( correct me if i am wrong here ! ) . The callback in dial status only calls the callback which are not set as " My callback only" . I might be wrong on this one but i think you should set a callback and see if its properly entering in callbacks table of database .

[spinto]

I'm having the same issue and I have "My callback only" disabled. I noticed on the call back report that it only lists the dates and the times are shown as 00:00:00. I'm thinking that the times are not being recorded which is why it's coming up right away if you schedule a call back for the same day. I'll try to look at the code and db values to see if I can find anymore info.

[caspar]

I noticed that there is a patch available for Callbacks. See http://www.eflo.net/VICIDIALmantis/view.php?id=8 or Issue # 0000008.

Have anyone applied the patch? Is it safe to use on a production system that runs VICIDIAL 2.0.2? Or should I wait for the next stable release?

[spinto]

I just installed vicidial from the latest beta release which I'm assuming contains that patch.

Which browser are you using? I was using IE when I had the problem. Just tried it in Firefox and it worked fine. I'll get it working in IE and post the fix for you.

[spinto]

Are you using IE. I just tried it in firefox and it worked. I'll fix it in IE and post the fix for it.

[caspar]

I am always using Firefox with VICIDIAL.

[mflorell]

AGENTONLY callbacks should be changed to CBHOLD status, and should not go to CALLBK status like ANYONE callbacks.

Can you post some example records from vicidial_callbacks and vicidial_list where this problem has happened?

[spinto]

In IE I put "value = xx" in the hour, minute, and am/pm dropdowns and it fixed the issue for me.

[chander.prakash]

Dear Caspar

send the ouput of the following command

crontab -l

Also post the contents of file

/etc/ntpd.conf

[caspar]

Can you post some example records from vicidial_callbacks and vicidial_list where this problem has happened?

I'll post some examples as soon as it happens again.

crontab -l
### recording mixing for Asterisk
00 18 * * * /usr/share/astguiclient/AST_CRON_mix_recordings_MP3_DATE.pl

### keepalive script for astguiclient processes
* * * * * /usr/share/astguiclient/ADMIN_keepalive_ALL.pl

### kill Hangup script for Asterisk updaters
* * * * * /usr/share/astguiclient/AST_manager_kill_hung_congested.pl

### updater for voicemail
* * * * * /usr/share/astguiclient/AST_vm_update.pl

### updater for conference validator
* * * * * /usr/share/astguiclient/AST_conf_update.pl

### flush queue DB table every hour for entries older than 1 hour
11 * * * * /usr/share/astguiclient/AST_flush_DBqueue.pl -q

### fix the vicidial_agent_log once every hour
33 * * * * /usr/share/astguiclient/AST_cleanup_agent_log.pl

### updater for VICIDIAL hopper
* * * * * /usr/share/astguiclient/AST_VDhopper.pl -q

### adjust the GMT offset for the leads in the vicidial_list table
1 1 * * * /usr/share/astguiclient/ADMIN_adjust_GMTnow_on_leads.pl --debug

### reset several temporary-info tables in the database
2 1 * * * /usr/share/astguiclient/AST_reset_mysql_vars.pl

### optimize the database tables within the asterisk database
3 1 * * * /usr/share/astguiclient/AST_DB_optimize.pl

## adjust time on the server with ntp
30 * * * * /usr/local/bin/ntpdate -u 18.145.0.30 2>/dev/null 1>&2

### VICIDIAL agent time log weekly summary report generation
2 0 * * 0 /usr/share/astguiclient/AST_agent_week.pl

ntpd.conf
restrict default kod nomodify notrap nopeer noquery
restrict 127.0.0.1
server 0.fedora.pool.ntp.org
server 1.fedora.pool.ntp.org
server 2.fedora.pool.ntp.org
server 18.145.0.30
fudge 127.127.1.0 stratum 10
driftfile /var/lib/ntp/drift
keys /etc/ntp/keys