Agents are getting two outbound calls at the same time

[urmi.l]

Hello,

I m having vicidial and working fine.
VERSION: 2.4-364a | Asterisk 1.4.44 | Single Server | No Extra Software After Installation | CentOS release 5.5
No of Agents : 15.

My outbound dialer was working fine. But today I have one issue : Agents are getting two outbound calls at the same time.

Any suggestions pls.

-Thanks.

[williamconley]

How did you install your system? full name of the .iso for installation is the best way to answer. And/or a link to online instructions used if they are online.

what is your server load during this situation? (available from uptime or top or htop)

[urmi.l]

How did you install your system? full name of the .iso for installation is the best way to answer. And/or a link to online instructions used if they are online.

I have installed using below link : http://goautodial.org/projects/goautodialce/wiki/64bit

what is your server load during this situation? (available from uptime or top or htop)

Server load is normal as below :

[root@210 root]# top
top - 10:18:49 up 1 day, 8:10, 2 users, load average: 0.72, 1.02, 1.11
Tasks: 276 total, 1 running, 274 sleeping, 0 stopped, 1 zombie
Cpu0 : 1.7%us, 0.0%sy, 0.0%ni, 98.3%id, 0.0%wa, 0.0%hi, 0.0%si, 0.0%st
Cpu1 : 2.0%us, 0.3%sy, 0.0%ni, 97.7%id, 0.0%wa, 0.0%hi, 0.0%si, 0.0%st
Cpu2 : 2.3%us, 0.3%sy, 0.0%ni, 97.3%id, 0.0%wa, 0.0%hi, 0.0%si, 0.0%st
Cpu3 : 1.0%us, 0.3%sy, 0.0%ni, 98.7%id, 0.0%wa, 0.0%hi, 0.0%si, 0.0%st
Cpu4 : 3.3%us, 1.3%sy, 0.0%ni, 88.4%id, 6.6%wa, 0.0%hi, 0.3%si, 0.0%st
Cpu5 : 4.6%us, 2.3%sy, 0.0%ni, 92.7%id, 0.0%wa, 0.0%hi, 0.3%si, 0.0%st
Cpu6 : 4.0%us, 1.0%sy, 0.0%ni, 95.0%id, 0.0%wa, 0.0%hi, 0.0%si, 0.0%st
Cpu7 : 5.3%us, 2.7%sy, 0.0%ni, 91.3%id, 0.0%wa, 0.0%hi, 0.7%si, 0.0%st
Cpu8 : 9.3%us, 1.0%sy, 0.0%ni, 89.7%id, 0.0%wa, 0.0%hi, 0.0%si, 0.0%st
Cpu9 : 5.3%us, 0.7%sy, 0.0%ni, 88.7%id, 5.3%wa, 0.0%hi, 0.0%si, 0.0%st
Cpu10 : 4.7%us, 0.7%sy, 0.0%ni, 94.4%id, 0.0%wa, 0.0%hi, 0.3%si, 0.0%st
Cpu11 : 4.3%us, 1.3%sy, 0.0%ni, 94.4%id, 0.0%wa, 0.0%hi, 0.0%si, 0.0%st
Mem: 33211360k total, 5934188k used, 27277172k free, 274292k buffers
Swap: 1044216k total, 0k used, 1044216k free, 4991952k cached

Below is server performance during the the heavy call flow :

Total Calls in/out on this server: 7977
Total Off-Hook time on this server (min): 2763.92
Total Calls in/out on this server: 7977
Average/Peak channels in use for server: 126.9299 / 186
Average/Peak load for server: 124.2093 / 430
Average USER process cpu percentage: 4.8067 %
Average SYSTEM process cpu percentage: 1.0394 %
Average IDLE process cpu percentage: 94.2022 %

-Thanks

[DomeDan]

I would guess network problem or agent computer problem,
related topics:
viewtopic.php?t=28329
viewtopic.php?t=25070

Things you can wonder about to a cup of coffee:
Was there any change to the network or computers just before you started to experience this issue?
Does it happen to just a few agents or everyone?
-if "a few" then what's different with those agents and their computers?
How is the network setup, is it possible that the infrastructure is a bit bad or any hardware starts to get bad?

Try to fix or replace things one by one and you might find the cause of the problem

[deephack]

Quick suggestion if it's only happening to a couple of agents at a time is that it could be either 2 agents logging in as the same user account or two agents logging in with the same phone account.

I've seen this problem many times in our call centres and it's always been one of the two.

[williamconley]

load average: 0.72, 1.02, 1.11

this is listed as load ... but then you have something else entirely for "during heavy load" that does not show server load during heavy load. It shows all sort of other numbers, but not these three which is what I was after. It makes a HUGE difference if server load is 2.0 (with 12 processors) vs 127.3 (with 12 processors) during heavy load. Rule of thumb: If your server load when you experience "problems" or irregular behavior is routinely more than half the processors (ie: 6.0 for a 12 processor system), you are likely experiencing overload.

Also worthy of note: If your system is actually a 6 processor system with hyperthreading turned on to "simulate" 12 processors, you should consider turning hyperthreading off as it is excellent for Windows but not-so-much for Linux. Clients have reported more stability with hyperthreading OFF.