Problems when phone_number field is blank

[ClearCall]

I have reported the below "random" issues that I now think are not actually random.
1. Agent script does not load or takes very long to load.
2. No entry is made in the recording table, so I have to manually create an entry with the recording link, lead_id, etc.
3. Standard fields like first_name and last_name are not saved, so I have to enter them through the Admin. Custom fields and Comments are saved.

It seems that these issues occur when I receive a call with no caller ID, so the phone_number field is empty.

[mflorell]

Please post the agiout logfile output from the DID and in-group portion of a call coming in with no phone number. I can't say I've seen this issue before.

[ClearCall]

2016-11-24 14:58:51|agi-DID_route.agi||INSERT INTO vicidial_did_log SET uniqueid='1480017531.56310',channel='SIP/NTI3-00002ed1',server_ip='xx.xxx.x.x',caller_id_number='',caller_id_name='',extension='8301111111',call_date='2016-11-24 14:58:51',did_id='20',did_route='IN_GROUP';|
2016-11-24 14:58:51|agi-DID_route.agi|-- DID LOG : |1|INSERT INTO vicidial_did_log SET uniqueid='1480017531.56310',channel='SIP/NTI3-00002ed1',server_ip='xx.xxx.x.x',caller_id_number='',caller_id_name='',extension='8301111111',call_date='2016-11-24 14:58:51',did_id='20',did_route='IN_GROUP';|
2016-11-24 14:58:51|agi-DID_route.agi|-- CALL LOG : |1|INSERT INTO call_log SET uniqueid='1480017531.56310', channel='SIP/NTI3-00002ed1', channel_group='DID_INBOUND', server_ip='xx.xxx.x.x', type='SIP', extension='8301111111', number_dialed='8301111111', caller_code='', start_time='2016-11-24 14:58:51', start_epoch='1480017531';|
2016-11-24 14:58:51|agi-DID_route.agi|exiting the DID app, transferring call to 99909*20***DID @ default
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- accountcode =
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- callerid = anonymous
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- calleridname = unknown
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- callingani2 = 0
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- callingpres = 0
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- callingtns = 0
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- callington = 0
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- channel = SIP/NTI3-00002ed1
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- context = default
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- dnid = 8301111111
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- enhanced = 0.0
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- extension = 99909*20***DID
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- language = en
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- priority = 2
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- rdnis = unknown
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- request = agi-VDAD_ALL_inbound.agi
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- threadid = 140102393702144
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- type = SIP
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- uniqueid = 1480017531.56310
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi| -- version = 1.8.32.0-vici
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|AGI Variables: |1480017531.56310|SIP/NTI3-00002ed1|99909*20***DID|SIP||
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|+++++ INBOUND CALL VDCL STARTED : |In_GroupName|-8301111111|2016-11-24 14:58:51
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|-- NANQUE Check: |7|SELECT count(*) FROM vicidial_live_agents where closer_campaigns LIKE "% In_GroupName %" ;
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi||SELECT campaign_id FROM vicidial_campaigns where active='Y' and campaign_allow_inbound='Y';|116169|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|callerID changed: "Y1241458510000116169 <>"
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|0|SELECT auto_call_id from vicidial_auto_calls where uniqueid='1480017531.56310' and server_ip='xx.xxx.x.x';|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi||INSERT INTO vicidial_auto_calls SET server_ip='xx.xxx.x.x', campaign_id='In_GroupName', status='LIVE', lead_id='116169', uniqueid='1480017531.56310', callerid='Y1241458510000116169', channel='SIP/NTI3-00002ed1', phone_code='1', phone_number='', call_time='2016-11-24 14:58:51', call_type='IN', stage='LIVE-0', queue_priority='0' ;|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|1|SELECT count(*) from vicidial_auto_calls where status = 'LIVE' and campaign_id='In_GroupName';|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|1|UPDATE vicidial_auto_calls SET queue_position='1' WHERE auto_call_id='11872';|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi||INSERT INTO vicidial_closer_log SET lead_id='116169', campaign_id='In_GroupName', call_date='2016-11-24 14:58:51', start_epoch='1480017531', status='QUEUE', phone_code='1', phone_number='', user='VDCL', processed='N', xfercallid='0', uniqueid='1480017531.56310', queue_position='1',called_count='1',list_id='906' ;|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|-- VDCL : |116169|0|42099|insert to vicidial_closer_log
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|-- ENTER QUEUE VLE insert: |1|
|INSERT INTO vicidial_log_extended set uniqueid='1480017531.56310',server_ip='xx.xxx.x.x',call_date='2016-11-24 14:58:51',lead_id = '116169',caller_code='Y1241458510000116169',custom_call_id='';|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|DID IVR time logged: 2016-11-24 14:58:51|1480017531|1|UPDATE call_log set end_time='2016-11-24 14:58:51',end_epoch='1480017531',length_in_sec=0,length_in_min=' 0.00',extension='Y1241458510000116169' where uniqueid='1480017531.56310'|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|0|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and campaign_id = 'In_GroupName' and call_time < "2016-11-24 14:58:51" and lead_id != '116169' and queue_priority >= '0' and agent_only='';|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and lead_id != '116169' and agent_only='' and ( (queue_priority > '0') or (queue_priority = '0' and call_time < "2016-11-24 14:58:51") );|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|UserName|2016-11-24 14:01:44|SELECT conf_exten,user,extension,server_ip,last_call_time,ra_user,campaign_id,on_hook_agent,on_hook_ring_time FROM vicidial_live_agents where status IN('CLOSER','READY') and lead_id<1 and campaign_id IN('TESTCAMP') and closer_campaigns LIKE "% In_GroupName %" and last_update_time > '20161124145844' and vicidial_live_agents.user NOT IN('','') order by vicidial_live_agents.last_state_change limit 1;|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|-- VDAD get agent: |360|0|35|45|1|1||0|update of vla table: In_GroupName|
|UNLOCK TABLES;|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|-- VDCL XFER REMOTE: |1|update of vac table: Y1241458510000116169
|UPDATE vicidial_auto_calls set status='CLOSER', stage='CLOSER-0' where callerid='Y1241458510000116169';|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|-- VDXL vicidial_xfer_log update: |0E0|116169|UserName
|UPDATE vicidial_xfer_log set closer='UserName' where lead_id = '116169' order by call_date desc limit 1;|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|-- closer log : |1|update of vcl table: 116169
|UPDATE vicidial_closer_log set user='UserName' where lead_id='116169' order by call_date desc limit 1;|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|exiting VDAD app, transferring call to 050*202*004*005*8600057
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi||SELECT calls_today from vicidial_inbound_group_agents WHERE user='UserName' and group_id='In_GroupName';|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|-- VDLIA agent calls: |1|UserName|In_GroupName|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|-- VDCL vcl update: |1|116169|
|UPDATE vicidial_closer_log set queue_seconds='0' where lead_id = '116169' and call_date='2016-11-24 14:58:51';|
2016-11-24 14:58:51|14:58:51|agi-VDAD_ALL_inbound.agi|XXXXX VDAD transferred: start|stop 2016-11-24 14:58:51|2016-11-24 14:58:51|050*202*004*005*8600057

[mflorell]

How many leads in your system have phone_number='' ?

[ClearCall]

Quite a few. 1 client in particular has about 75% of their calls coming in with no caller ID.

[mflorell]

I can't say I've ever seen that high of a no-phone-number rate, usually it's less than 1%. We even have a client that handles 10,000+ inbound calls per day and their anonymous CIDs are always in the low single digits.

As to the slowness problem, phone_number is an indexed field, and having that many records with an index that is 75% the same is pretty useless and inefficient. You should probably delete as many of those as you can to help things run faster.

Another recommendation would be to get a better inbound carrier

[ClearCall]

That particular client is set to create a new lead each time, so the system shouldn't be attempting to look up the phone number. We got a call last night where the script didn't load so we knew we would have to go in after and find the recording, create the record in the recording table and re-enter the first and last name through the admin, but this call was in a different in_group and did have a caller ID, so it seems that is not the culprit. The only similarities between the two in_groups as far as I can tell is 1) both clients forward their calls to our phone numbers as opposed to callers dialing our phone numbers directly or a SIP transfer and 2) both in_groups have In-Group Call Handle Method set to CID.