Multiple Calls to Outbound Agent while connected

[jkidd]

Hi team, hoping to get some help on this one. Thanks for all the help so far! I've updated my system version etc in my signature to be exactly how this system is currently configured.

Firstly I can confirm I've done extensive testing to try and resolve and followed the instructions on http://wiki.vicidial.org/index.php/VICI ... o_an_agent as well as tried other forum solutions related to this.

All clocks are on the same NTP Pool
Server is not hitting any sort of peaks, testing now with a single agent and still having multiple calls
No packet loss recorded to agent or SIP provider when issue occurs
Tried Chrome and Mozilla with the issue occurring on both
Have restarted server numerous times

So today when waiting for it to occur, I had a single agent making out bound calls, ratio 1.0

The log below is the log of the 2 calls as they are placed and connecting to the agent.

Really hoping someone can see where it is going wrong from this. The two phone numbers dialled in question are 732752472 & 733597975

Code: Select all

[Jun 11 12:08:31]     -- <Local/8600051@default-000006ef;1>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----146-----127 completed, returning 0
[Jun 11 12:08:31]   == Spawn extension (default, 461413852801, 2) exited non-zero on 'Local/8600051@default-000006ef;1'
[Jun 11 12:08:31]   == Manager 'sendcron' logged on from 127.0.0.1
[Jun 11 12:08:31]   == Manager 'sendcron' logged on from 127.0.0.1
[Jun 11 12:08:31]   == Spawn extension (default, 58600051, 1) exited non-zero on 'Local/58600051@default-000006f0;2'
[Jun 11 12:08:31]     -- Executing [h@default:1] AGI("Local/58600051@default-000006f0;2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0---------------") in new stack
[Jun 11 12:08:31]     -- <Local/58600051@default-000006f0;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0--------------- completed, returning 0
[Jun 11 12:08:31]   == Spawn extension (default, 8309, 3) exited non-zero on 'Local/58600051@default-000006f0;1'
[Jun 11 12:08:31]     -- Executing [h@default:1] AGI("Local/58600051@default-000006f0;1", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0---------------") in new stack
[Jun 11 12:08:31]     -- <Local/58600051@default-000006f0;1>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0--------------- completed, returning 0
[Jun 11 12:08:32]   == Manager 'sendcron' logged on from 127.0.0.1
[Jun 11 12:08:32]     -- Executing [8600051@default:1] MeetMe("Local/8600051@default-000006f1;2", "8600051,F") in new stack
[Jun 11 12:08:32]        > Channel Local/8600051@default-000006f1;1 was answered.
[Jun 11 12:08:32]     -- Executing [461733597975@default:1] AGI("Local/8600051@default-000006f1;1", "agi://127.0.0.1:4577/call_log") in new stack
[Jun 11 12:08:32]     -- AGI Script Executing Application: (EXEC) Options: (Set(_CAMPCUST=PC010177))
[Jun 11 12:08:32]     -- <Local/8600051@default-000006f1;1>AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
[Jun 11 12:08:32]     -- Executing [461733597975@default:2] Dial("Local/8600051@default-000006f1;1", "SIP/PC010177/61733597975,,tTo") in new stack
[Jun 11 12:08:32]   == Using SIP RTP CoS mark 5
[Jun 11 12:08:32]     -- Called SIP/PC010177/61733597975
[Jun 11 12:08:33]   == Manager 'sendcron' logged off from 127.0.0.1
[Jun 11 12:08:33]   == Manager 'sendcron' logged off from 127.0.0.1
[Jun 11 12:08:33]   == Manager 'sendcron' logged off from 127.0.0.1
[Jun 11 12:08:34]     -- SIP/PC010177-000003a3 is making progress passing it to Local/8600051@default-000006f1;1
[Jun 11 12:08:34]   == Manager 'sendcron' logged off from 127.0.0.1
[Jun 11 12:08:34]   == Manager 'sendcron' logged on from 127.0.0.1
[Jun 11 12:08:34]     -- Executing [461732752472@default:1] AGI("Local/461732752472@default-000006f2;2", "agi://127.0.0.1:4577/call_log") in new stack
[Jun 11 12:08:34]     -- AGI Script Executing Application: (EXEC) Options: (Set(_CAMPCUST=PC010177))
[Jun 11 12:08:34]     -- <Local/461732752472@default-000006f2;2>AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
[Jun 11 12:08:34]     -- Executing [461732752472@default:2] Dial("Local/461732752472@default-000006f2;2", "SIP/PC010177/61732752472,,tTo") in new stack
[Jun 11 12:08:34]   == Using SIP RTP CoS mark 5
[Jun 11 12:08:34]     -- Called SIP/PC010177/61732752472
[Jun 11 12:08:35]     -- SIP/PC010177-000003a4 is making progress passing it to Local/461732752472@default-000006f2;2
[Jun 11 12:08:50]     -- SIP/PC010177-000003a3 answered Local/8600051@default-000006f1;1
[Jun 11 12:08:56]     -- SIP/PC010177-000003a4 answered Local/461732752472@default-000006f2;2
[Jun 11 12:08:56]        > Channel Local/461732752472@default-000006f2;1 was answered.
[Jun 11 12:08:56]   == Manager 'sendcron' logged off from 127.0.0.1
[Jun 11 12:08:56]     -- Executing [8368@default:1] Playback("Local/461732752472@default-000006f2;1", "sip-silence") in new stack
[Jun 11 12:08:56]     -- <Local/461732752472@default-000006f2;1> Playing 'sip-silence.gsm' (language 'en')
[Jun 11 12:08:56]     -- Executing [8368@default:2] AGI("Local/461732752472@default-000006f2;1", "agi://127.0.0.1:4577/call_log") in new stack
[Jun 11 12:08:56]     -- AGI Script Executing Application: (EXEC) Options: (Set(_CAMPCUST=PC010177))
[Jun 11 12:08:56]     -- <Local/461732752472@default-000006f2;1>AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
[Jun 11 12:08:56]     -- Executing [8368@default:3] AGI("Local/461732752472@default-000006f2;1", "agi-VDAD_ALL_outbound.agi,NORMAL-----LB") in new stack
[Jun 11 12:08:56]     -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi
[Jun 11 12:08:56]     -- Executing [h@default:1] AGI("Local/461732752472@default-000006f2;2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----22-----0") in new stack
[Jun 11 12:08:57]     -- <Local/461732752472@default-000006f2;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----22-----0 completed, returning 0
[Jun 11 12:08:57]   == Spawn extension (default, 461732752472, 2) exited non-zero on 'Local/461732752472@default-000006f2;2'
[Jun 11 12:08:57]     -- <SIP/PC010177-000003a4>AGI Script agi-VDAD_ALL_outbound.agi completed, returning 0
[Jun 11 12:08:57]     -- Executing [8368@default:4] AGI("SIP/PC010177-000003a4", "agi-VDAD_ALL_outbound.agi,NORMAL-----LB") in new stack
[Jun 11 12:08:57]     -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi
[Jun 11 12:08:58]     -- <SIP/PC010177-000003a4>AGI Script agi-VDAD_ALL_outbound.agi completed, returning 0
[Jun 11 12:08:58]     -- Executing [192*168*000*006*8600051@default:1] Goto("SIP/PC010177-000003a4", "default,8600051,1") in new stack
[Jun 11 12:08:58]     -- Goto (default,8600051,1)
[Jun 11 12:08:58]     -- Executing [8600051@default:1] MeetMe("SIP/PC010177-000003a4", "8600051,F") in new stack
[Jun 11 12:09:02]   == Manager 'sendcron' logged on from 127.0.0.1
[Jun 11 12:09:02]   == Manager 'sendcron' logged off from 127.0.0.1
[Jun 11 12:09:02]   == Manager 'sendcron' logged on from 127.0.0.1
[Jun 11 12:09:03]   == Manager 'sendcron' logged off from 127.0.0.1
[Jun 11 12:09:04]   == Manager 'sendcron' logged on from 127.0.0.1
[Jun 11 12:09:04]     -- Executing [58600051@default:1] MeetMe("Local/58600051@default-000006f3;2", "8600051,Fmq") in new stack
[Jun 11 12:09:04]        > Channel Local/58600051@default-000006f3;1 was answered.
[Jun 11 12:09:04]     -- Executing [8309@default:1] Answer("Local/58600051@default-000006f3;1", "") in new stack
[Jun 11 12:09:04]     -- Executing [8309@default:2] Monitor("Local/58600051@default-000006f3;1", "wav,PC010177_20150611-120903_100038166_16152_732752472") in new stack
[Jun 11 12:09:04]     -- Executing [8309@default:3] Wait("Local/58600051@default-000006f3;1", "7200") in new stack
[Jun 11 12:09:04]   == Manager 'sendcron' logged on from 127.0.0.1
[Jun 11 12:09:04]   == Spawn extension (default, 8600051, 1) exited non-zero on 'SIP/PC010177-000003a4'
[Jun 11 12:09:04]     -- Executing [h@default:1] AGI("SIP/PC010177-000003a4", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0---------------") in new stack
[Jun 11 12:09:04]     -- <SIP/PC010177-000003a4>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0--------------- completed, returning 0
[Jun 11 12:09:04]   == Manager 'sendcron' logged on from 127.0.0.1
[Jun 11 12:09:04]   == Spawn extension (default, 8600051, 1) exited non-zero on 'Local/8600051@default-000006f1;2'
[Jun 11 12:09:04]     -- Executing [h@default:1] AGI("Local/8600051@default-000006f1;2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0---------------") in new stack
[Jun 11 12:09:04]     -- <Local/8600051@default-000006f1;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0--------------- completed, returning 0
[Jun 11 12:09:04]     -- Executing [h@default:1] AGI("Local/8600051@default-000006f1;1", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----32-----14") in new stack
[Jun 11 12:09:04]     -- <Local/8600051@default-000006f1;1>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----32-----14 completed, returning 0
[Jun 11 12:09:04]   == Spawn extension (default, 461733597975, 2) exited non-zero on 'Local/8600051@default-000006f1;1'
[Jun 11 12:09:04]   == Manager 'sendcron' logged on from 127.0.0.1


---This is the vicidial_log data after it occurs, the agent didn't do anything further other than press hang up once both calls connected

uniqueid lead_id list_id campaign_id call_date start_epoch end_epoch length_in_sec status phone_code phone_number user comments processed user_group term_reason alt_dial called_count
1433988514 16152 10177003 PC010177 11/06/2015 12:08 1433988538 1433988544 6 DISPO 61 732752472 1009 AUTO N AGENTS AGENT NONE 1
1433988512 15604 10177003 PC010177 11/06/2015 12:08 1433988531 1433988544 13 INCALL 61 733597975 1009 MANUAL N AGENTS CALLER MAIN 0

[jkidd]

Just to add, we've disabled MP3 conversion and tested using uLAW instead of aLAW but had the issue occur again.

[jkidd]

We're now testing removing the alt dial option and the issue hasn't repeated yet. I wonder if this could be related to the problem? Will update in an hour or so

[jkidd]

Ok - I can confirm the issue we have with multiple calls to the same agent is definitely related to the "alt phone dial" checkbox.

I can simulate the error by doing the following

Take calls like normal using hotkeys
As soon as I tick the alt phone dial checkbox and terminate another call, it connects to two calls at the same time.

Does anyone know why that might be?

[mflorell]

If you are using the version shown in your signature you should really upgrade. We have fixed some issues related to this in the last year.

[jkidd]

Thanks Matt, I use the goatuodial agents display on a plasma screen in the center though, so am stuck with the latest go auto can handle. Unless you know of a way to get a clear agent display grid? Have you ever seen the noble systems agent stations display?

[mflorell]

How about you post a picture of what it looks like.

[jkidd]

It looks like this

Shows each agents state by color (paused, waiting, connected)

Shows timer in state, campaign and station number

From here you can click on them and listen / barge etc or force logout. You can also put a picture of the agents face

[williamconley]

In Vicidial that's referred to as the "Real Time Screen" for the campaign. The Vicidial version isn't as pretty, but it IS more compact AND contains Sales Per Campaign (four statuses can be tracked). And yes, monitor/barge is available on the page. Note that a few centers have even had us swap out "whisper" for "monitor". Also note that the last time I checked, Goautodial includes the vicidial interface. So you have it and can look at it Live right next to this one (once you find the page on your server ... start at /vicidial/welcome.php)

Rewriting a script to generate that particular output for a wall display would be fairly easy. And there are several similar out there (vertically designed because the monitor is usually mounted tall instead of wide to fit agents vertially in a grid ...). But using the existing real time display is usually best for the manager. The Vicidial version is quite full-functioned. You can look at ONE campaign, or ALL campaigns quite easily. Along with quite a bit of other information.

Note that this panel does not seem to show Sales per agent OR per campaign or any other Crucial Information most call centers have us put on their wall panels