DID to Phone issues

[tradecomedia]

Vicibox 6.0.4 from .iso | Vicidial 2.12-538a Build 160122-1401 | Asterisk 1.8.32.3-vici | CLuster setup: 1 web 1 DB 5 telephony | No Digium/Sangoma Hardware | No Extra Software After Installation


We have 25 closers that each has a direct number attached to their zoiper softphone. When logged into vici and on pause if the direct number is called it will ring into zoiper but when answered the call will be immediately disconnected. When the agent is logged into vici and NOT on pause the call will not even alert then but go straight to voicemail. And if the agent isnt logged in at all but the zoiper is registered it will be able to be answered with no issues. We also have a separate system running vicibox 7 that is experiencing the same issue. Any input is greatly appreciated.

[williamconley]

1) You should not have calls going directly to agent phones, but to their Agent Session instead. Logged in agents can have their own "hold" queue using agentdirect ingroup, and can have a hold queue in any other ingroup shared with the other agents in that ingroup.

2) You may have a limit in asterisk set for each of the sip accounts for the phone which prohibits the phones from having two channels open. (Check in sip-vicidial.conf).

3) You may have a codec issue. do you have "disallow=all" and "allow=ulaw" in the agent phone's accounts? (Check in sip-vicidial.conf).

4) Asterisk CLI output from a single instance of each. Perhaps with SIP DEBUG on for the IP of the agent soft phone.

5) Zoiper speaks IAX and SIP, which are these configured as?

6) Good job posting your specs.

Happy Hunting! *)

[tradecomedia]

1) You should not have calls going directly to agent phones, but to their Agent Session instead. Logged in agents can have their own "hold" queue using agentdirect ingroup, and can have a hold queue in any other ingroup shared with the other agents in that ingroup.

agent queue is what we don't want .. our closers are rather eccentric and they wouldnt know the difference from someone dialing into them directly and a call that is transferred to them from an opener.

2) You may have a limit in asterisk set for each of the sip accounts for the phone which prohibits the phones from having two channels open. (Check in sip-vicidial.conf).

no limits

3) You may have a codec issue. do you have "disallow=all" and "allow=ulaw" in the agent phone's accounts? (Check in sip-vicidial.conf).

no codec issue either

5) Zoiper speaks IAX and SIP, which are these configured as?

all our phones are registered as sip.

ultimately we would like a way to where the closer can be logged in and/or on a transferred call from an opener and be able to choose if they want to accept a call coming in from their direct inbound number. We had this working at one point and now when they are on a call the phone will not even alert them anymore it just goes straight to voicemail.

thanks again for you input!

[williamconley]

4) Asterisk CLI output from a single instance of each. Perhaps with SIP DEBUG on for the IP of the agent soft phone.

I already gave you all the guesses. And while you "vetoed" all of them, you provided no evidence. Which means (IMHO) all of them are still possibilities.

Didja know it's possible to play a message to the Closer before allowing the call to land ... something like "THIS IS NOT A TRANSFER!!!" in a booming voice if necessary. LOL