Random issues

[ClearCall]

I have 4 issues with my ViciDial system that happen randomly and have happened from my first installation of ViciDial on different hardware in a different location and remained in all subsequent installations and SVN upgrades. I do very little outbound and we have a very low load (generally 5 to 10 agents).

1. Occasionally an inbound call would be received by an agent where no Script or Custom Fields Form loads. Clicking 'refresh' on the script tab has no effect. The information entered in the Main tab saves fine and when we view the reports the call is correctly assigned to the correct in_group and list_id. I have Clear Script enabled in the campaign, but this problem has existed before that was even an option in ViciDial. This has happened to different agents on different computers with calls to different in_groups from different callers.

2. Occasionally an inbound call is received by an agent but he hears nothing. Sometimes the caller reports that he heard the agent and other times the caller says he also heard nothing. This has happened to different agents on different computers with calls to different in_groups from different callers.

3. An agent goes into PAUSE according to the Admin Real-Time Report and the Agents view in the Agent GUI, but the agent's system is showing 'You are Active' and they receive no message that they have been paused or logged out. The agent then needs to log out and log back in. This has happened to different agents on different computers with calls to different in_groups from different callers.

4. An agent goes into DISPOSITION according to the Admin Real-Time Report, but the agent is actually still on a live call. This has happened to different agents on different computers with calls to different in_groups from different callers.

I cannot pinpoint anything that would trigger any of these things happening. Please indicate what I should be looking for and where I should be looking.

[mflorell]

Any Javascript Console errors with these?

Have you ever had "Agent Screen Debug Logging" enabled when these things have happened?

[ClearCall]

I didn't have the Javascript Console open nor Agent Screen Debug set to 1. I have done so now and will monitor. The trouble is that it is random.

I have looked at agiout files in the var/log/astguiclient folder and not seen any significant difference between a 'good' call and a 'bad' call.
For example:
Caller called and got agent 1. Neither party heard anything. The recording has the caller saying 'hello', but not the agent (who was in fact saying hello as well).
Same caller hung up and immediately called back and got agent 2. Call was fine.
Agent 1 then got another call from a different caller and the call was fine.

The agiout from the first call where neither party heard anything has one line that the 'good' call doesn't have:
2016-01-27 09:29:20|09:29:20|agi-VDAD_ALL_inbound.agi|DAILY STATS UPDATE In_GroupName|1|UPDATE vicidial_daily_max_stats SET update_time=NOW(),max_inbound='1' where campaign_id='In_GroupName' and stats_type='INGROUP' and stats_flag='OPEN';|

But otherwise from that everything looks the same. What will the log file be named for Agent Screen Debug and where will it be?

[ClearCall]

Browser Console after a no-audio call:
Use of attributes' nodeValue attribute is deprecated. Use value instead. common.js:1:5826 (numerous lines of this)
ReferenceError: rInt is not defined
vdc_chat_display.php:1:12
Use of attributes' nodeValue attribute is deprecated. Use value instead. common.js:1:5826 (numerous lines of this)
GET
http://dialer.domain.net/agc/simpletreemenu.js [HTTP/1.1 404 Not Found 30ms]
Use of attributes' nodeValue attribute is deprecated. Use value instead. common.js:1:5826
Use of attributes' nodeValue attribute is deprecated. Use value instead. common.js:1:5826
Use of attributes' nodeValue attribute is deprecated. Use value instead. common.js:1:5826
GET
http://dialer.domain/agc/images/messenger-blue-icon.png [HTTP/1.1 404 Not Found 34ms]
Use of attributes' nodeValue attribute is deprecated. Use value instead. common.js:1:5826 (numerous lines of this)

There doesn't seem to be anything specific to the call and the only consistent error is the 'Use of Attributes' nodeValue' but that appears during 'good' calls as well. Although completely unrelated to my issues, there is no messenger-blue-icon.png in the images folder. I have now copied this file from the chat_customer/images folder. I have not found a simpletreemenu.js file anywhere to copy into the agc folder.

[mflorell]

Agent Screen Debug information is viewable in an Admin Utilities report where you can specify a user and a timeframe. It logs A LOT of information.

[ClearCall]

When I search leads there is always a discrepancy in the listed time, but this is for all calls so I don't think it's related. Sometimes the difference is about 10 minutes sometimes over an hour.
A no-audio call when I search the lead shows:
CLOSER RECORDS FOR THIS LEAD:
2016-01-27 10:33:57

AGENT LOG RECORDS FOR THIS LEAD:
2016-01-27 10:00:20

RECORDINGS FOR THIS LEAD:
2016-01-27 10:34:08

The Agent debug log shows nothing out of the ordinary:
| Agent | 2016-01-27 10:34:09 | 2016-01-27 10:34:09 | 0.01546 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:08 | 2016-01-27 10:34:08 | 0.012857 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:08 | 2016-01-27 10:34:08 | 0.010448 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:08 | 2016-01-27 10:34:08 | 0.010485 | vdc_db_query.php | ManagerChatsCheck | 0 | |
| Agent | 2016-01-27 10:34:08 | 2016-01-27 10:34:08 | 0.020439 | conf_exten_check.php | refresh | 0 | |
| Agent | 2016-01-27 10:34:08 | 2016-01-27 10:34:08 | 0.011025 | manager_send.php | MonitorConf | 76498 | |
| Agent | 2016-01-27 10:34:07 | 2016-01-27 10:34:07 | 0.011611 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:05 | 2016-01-27 10:34:05 | 0.012852 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:05 | 2016-01-27 10:34:05 | 0.008697 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:04 | 2016-01-27 10:34:04 | 0.01017 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:04 | 2016-01-27 10:34:04 | 0.01164 | vdc_db_query.php | ManagerChatsCheck | 0 | |
| Agent | 2016-01-27 10:34:04 | 2016-01-27 10:34:04 | 0.015959 | conf_exten_check.php | refresh | 0 | |
| Agent | 2016-01-27 10:34:03 | 2016-01-27 10:34:03 | 0.01051 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:02 | 2016-01-27 10:34:02 | 0.012421 | vdc_db_query.php | update_settings | 0 | |
| Agent | 2016-01-27 10:34:02 | 2016-01-27 10:34:02 | 0.010589 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:02 | 2016-01-27 10:34:02 | 0.013628 | vdc_db_query.php | ManagerChatsCheck | 0 | |
| Agent | 2016-01-27 10:34:02 | 2016-01-27 10:34:02 | 0.049404 | conf_exten_check.php | refresh | 0 | |
| Agent | 2016-01-27 10:34:02 | 2016-01-27 10:34:02 | 0.009779 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:01 | 2016-01-27 10:34:01 | 0.011487 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:01 | 2016-01-27 10:34:01 | 0.01406 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:34:00 | 2016-01-27 10:34:00 | 0.010256 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:59 | 2016-01-27 10:33:59 | 0.01292 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:59 | 2016-01-27 10:33:59 | 0.011426 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:58 | 2016-01-27 10:33:58 | 0.01432 | vdc_db_query.php | VDADcheckINCOMINGother | 0 | |
| Agent | 2016-01-27 10:33:58 | 2016-01-27 10:33:58 | 0.012825 | vdc_db_query.php | ManagerChatsCheck | 0 | |
| Agent | 2016-01-27 10:33:58 | 2016-01-27 10:33:58 | 0.030076 | conf_exten_check.php | refresh | 0 | |
| Agent | 2016-01-27 10:33:58 | 2016-01-27 10:33:58 | 0.043804 | vdc_db_query.php | VDADcheckINCOMING | 76498 | |
| Agent | 2016-01-27 10:33:57 | 2016-01-27 10:33:57 | 0.012384 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:57 | 2016-01-27 10:33:57 | 0.011852 | vdc_db_query.php | VDADcheckINCOMING | 0 | |
| Agent | 2016-01-27 10:33:57 | 2016-01-27 10:33:57 | 0.00976 | vdc_db_query.php | ManagerChatsCheck | 0 | |
| Agent | 2016-01-27 10:33:57 | 2016-01-27 10:33:57 | 0.014395 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:57 | 2016-01-27 10:33:57 | 0.019979 | conf_exten_check.php | refresh | 0 | |
| Agent | 2016-01-27 10:33:55 | 2016-01-27 10:33:55 | 0.013782 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:54 | 2016-01-27 10:33:54 | 0.0101 | vdc_db_query.php | VDADcheckINCOMING | 0 | |
| Agent | 2016-01-27 10:33:54 | 2016-01-27 10:33:54 | 0.009922 | vdc_db_query.php | ManagerChatsCheck | 0 | |
| Agent | 2016-01-27 10:33:54 | 2016-01-27 10:33:54 | 0.019715 | conf_exten_check.php | refresh | 0 | |
| Agent | 2016-01-27 10:33:54 | 2016-01-27 10:33:54 | 0.011127 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:53 | 2016-01-27 10:33:53 | 0.013493 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:53 | 2016-01-27 10:33:53 | 0.015128 | vdc_db_query.php | VDADcheckINCOMING | 0 | |
| Agent | 2016-01-27 10:33:53 | 2016-01-27 10:33:53 | 0.012324 | vdc_db_query.php | ManagerChatsCheck | 0 | |
| Agent | 2016-01-27 10:33:53 | 2016-01-27 10:33:53 | 0.019706 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:53 | 2016-01-27 10:33:53 | 0.025752 | conf_exten_check.php | refresh | 0 | |
| Agent | 2016-01-27 10:33:51 | 2016-01-27 10:33:51 | 0.01531 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:51 | 2016-01-27 10:33:51 | 0.00990899 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:50 | 2016-01-27 10:33:50 | 0.008213 | vdc_db_query.php | VDADcheckINCOMING | 0 | |
| Agent | 2016-01-27 10:33:50 | 2016-01-27 10:33:50 | 0.009782 | vdc_db_query.php | ManagerChatsCheck | 0 | |
| Agent | 2016-01-27 10:33:50 | 2016-01-27 10:33:50 | 0.016913 | conf_exten_check.php | refresh | 0 | |
| Agent | 2016-01-27 10:33:49 | 2016-01-27 10:33:49 | 0.013288 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:49 | 2016-01-27 10:33:49 | 0.008919 | vdc_db_query.php | ManagerChatsCheck | 0 | |
| Agent | 2016-01-27 10:33:49 | 2016-01-27 10:33:49 | 0.009657 | vdc_db_query.php | VDADcheckINCOMING | 0 | |
| Agent | 2016-01-27 10:33:49 | 2016-01-27 10:33:49 | 0.0099 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:49 | 2016-01-27 10:33:49 | 0.015445 | vdc_db_query.php | VDADcheckINCOMINGother | 0 | |
| Agent | 2016-01-27 10:33:48 | 2016-01-27 10:33:48 | 0.009493 | vdc_db_query.php | VDADcheckINCOMING | 0 | |
| Agent | 2016-01-27 10:33:48 | 2016-01-27 10:33:48 | 0.009951 | vdc_db_query.php | ManagerChatsCheck | 0 | |
| Agent | 2016-01-27 10:33:48 | 2016-01-27 10:33:48 | 0.021521 | conf_exten_check.php | refresh | 0 | |
| Agent | 2016-01-27 10:33:47 | 2016-01-27 10:33:47 | 0.013518 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:47 | 2016-01-27 10:33:47 | 0.011495 | vdc_db_query.php | AGENTSview | 0 | 0 |
| Agent | 2016-01-27 10:33:45 | 2016-01-27 10:33:45 | 0.012933 | vdc_db_query.php | AGENTSview | 0 | 0 |