Manual dial stats corrupted

[mumin37]

Hi Everyone,

First of all here is my installation and server:
- Single server installation
- Vicidial from scratch on Debian 7 (I know it's better use Vicibox, but it was customer decision)
- VERSION: 2.12-563a
- BUILD: 160801-2119
- Asterisk version: 1.8.23.0-vici

Server:
- 2x Intel(R) Xeon(R) CPU E5620 @ 2.40GHz
- 48GB RAM
- 4x SATA drives (Raid10)

- 2 campaigns set to autodial with inbound (up to 16 agents), which are using GSM gateway.

Everything was working correctly for 2 months with autodial - simple outbound, inbound.
Since Monday there are few single user campaigns set to manual/inbound dialing.
What we have discovered there is a problem with statistics for users who dial in manual mode.

E.g.
1.
- Information from "Agent performance detail": Agent 1: 9 Calls Customer Time: 13 minutes 23 seconds
- When I go to user stats and listen recordings I noticed that these 9 calls last over 2 hours. Manager confirmed this agent was almost all the time during the call.

2.
- Information from "Agent performance detail" before running AST_cleanup_agent_log.pl --last-24hours by cron : Agent 2: customer time: over 3,5 hours
- Information from "Agent performance detail" after running AST_cleanup_agent_log.pl --last-24hours by cron : Agent 2: Customer time: 5 seconds
- User was lagged once.


I was comparing this installation from scratch to Vicibox 7.0.3 and I can say all working screens are the same, all cron jobs are the same.
I didn't notice any overload on server. It was working at load average: ~2.0, disks read/write was lazy.

Does anyone faced similar issue in the past? Maybe someone knows what else I can check, or knows the answer what causes this discrepancy

[williamconley]

You failed to mention the method of the manual dials for these calls specifically. Agents can dial directly from their phones on a "manual dialed" call and vicidial can obviously NOT track the call statistically. Also, if the agent uses the override button in the agent interface for manual dial, I believe it has the same effect. The override basically means "don't track me".

Next up, if neither of these resolve your issue ... Test. Yourself. Manual dial with all available methods, then look at your stats. Make sure the calls are different lengths of time (in minutes) to be sure you don't get confused over which were tracked and which not.

[mumin37]

Hi,

Thanks for your reply. I'll check it on my own now, I'm just remote help for the customer, so I can't see what exactly agents do on daily basis.
They were told to use manual dial, that's all I can say now.

I'll come back if I know what happens.

[mumin37]

Hi,

I've noticed that no green "Live call" icon was shown in the upper right corner of agent screen and after 60 seconds call, there was pop-up message, that dial timed out.
I was investigating what can cause it. The problem was wrong version of Asterisk in Admin -> Servers -> Asterisk Version.
By default it was 1.4.(...), customer is using 1.8.23.0-vici. When I've changed it to proper one, restarted server, message stopped to pop-up and Live call icon was shown from first second of call.

I hope it can help someone in future.

[williamconley]

Excellent postback.

BTW: This can be caused by a restored DB into a new server *or* in some situations it was a bug on some older installers (if using an installer that ends in "X.0.1" for instance, instead of "X.0.3", as this was a bug that was caught quickly and killed, but a few of those .1 downloads are still out there, LOL).