Survey transfer to ingroup

[hansg]

Hi,

I am trying to set up a survey campaign that is dialled using a remote agent. When a customer presses 1 to indicate that they are interested, the call should be transferred to an agent who is logged in to another campaign in blended dialling mode.

I currently have the following setup but not working properly. I receive the call, hear the message, press DTMF 1, Hear the message for that DTMF key, call hangs up does not transfer to ingroup.

I will try and provide as much info as I can on current setup, let me know if you need more.

Survey Method: Call Menu

Call Menu Time Out: 0
Call Menu Option: Timeout
Route: InGroup

I have an agent logged in to this InGroup in blended mode.

Below are my asterisk logs for the call.

Code: Select all

[Jul 19 23:44:03]     -- Executing [MyMobileNumber@default:1] AGI("Local/MyMobileNumber@default-000523ca;2", "agi://127.0.0.1:4577/call_log") in new stack
[Jul 19 23:44:03]     -- AGI Script Executing Application: (EXEC) Options: (Set(_CAMPCUST=SurveyCampaign))
[Jul 19 23:44:03]     -- <Local/MyMobileNumber@default-000523ca;2>AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
[Jul 19 23:44:03]     -- Executing [MyMobileNumber@default:2] Dial("Local/MyMobileNumber@default-000523ca;2", "SIP/Carrier/MyMobileNumber,,To") in new stack
[Jul 19 23:44:03]   == Using SIP RTP CoS mark 5
[Jul 19 23:44:03]     -- Called SIP/Carrier/MyMobileNumber
[Jul 19 23:44:04]     -- SIP/Carrier-000523c9 is making progress passing it to Local/MyMobileNumber@default-000523ca;2
[Jul 19 23:44:06]   == Manager 'sendcron' logged on from 127.0.0.1
[Jul 19 23:44:06]   == Manager 'sendcron' logged off from 127.0.0.1
[Jul 19 23:44:10]     -- SIP/Carrier-000523c9 answered Local/MyMobileNumber@default-000523ca;2
[Jul 19 23:44:10]        > Channel Local/MyMobileNumber@default-000523ca;1 was answered.
[Jul 19 23:44:10]     -- Executing [8373@default:1] Playback("Local/MyMobileNumber@default-000523ca;1", "sip-silence") in new stack
[Jul 19 23:44:10]     -- <Local/MyMobileNumber@default-000523ca;1> Playing 'sip-silence.gsm' (language 'en')
[Jul 19 23:44:10]     -- Executing [8373@default:2] AGI("Local/MyMobileNumber@default-000523ca;1", "agi://127.0.0.1:4577/call_log") in new stack
[Jul 19 23:44:10]     -- AGI Script Executing Application: (EXEC) Options: (Set(_CAMPCUST=SurveyCampaign))
[Jul 19 23:44:10]     -- <Local/MyMobileNumber@default-000523ca;1>AGI Script agi://127.0.0.1:4577/call_log completed, returning 0
[Jul 19 23:44:10]     -- Executing [8373@default:3] AMD("Local/MyMobileNumber@default-000523ca;1", "2000,2000,1000,5000,120,50,4,256") in new stack
[Jul 19 23:44:10]     -- AMD: Local/MyMobileNumber@default-000523ca;1 (N/A) (N/A) (Fmt: slin)
[Jul 19 23:44:10]     -- AMD: initialSilence [2000] greeting [2000] afterGreetingSilence [1000] totalAnalysisTime [5000] minimumWordLength [120] betweenWordsSilence [50] maximumNumberOfWords [4] silenceThreshold [256] maximumWordLength [5000]
[Jul 19 23:44:10]     -- AMD: Channel [SIP/Carrier-000523c9]. Changed state to STATE_IN_SILENCE
[Jul 19 23:44:10]     -- Executing [h@default:1] AGI("Local/MyMobileNumber@default-000523ca;2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----7-----0") in new stack
[Jul 19 23:44:10]     -- AMD: Channel [SIP/Carrier-000523c9]. Word detected. iWordsCount:1
[Jul 19 23:44:10]     -- AMD: Channel [SIP/Carrier-000523c9]. Detected Talk, previous silence duration: 360
[Jul 19 23:44:10]     -- AMD: Channel [SIP/Carrier-000523c9]. Changed state to STATE_IN_SILENCE
[Jul 19 23:44:11]   == Manager 'sendcron' logged off from 127.0.0.1
[Jul 19 23:44:11]     -- <Local/MyMobileNumber@default-000523ca;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----7-----0 completed, returning 0
[Jul 19 23:44:11]   == Spawn extension (default, MyMobileNumber, 2) exited non-zero on 'Local/MyMobileNumber@default-000523ca;2'
[Jul 19 23:44:11]     -- AMD: Channel [SIP/Carrier-000523c9]. Detected Talk, previous silence duration: 700
[Jul 19 23:44:11]     -- AMD: Channel [SIP/Carrier-000523c9]. Word detected. iWordsCount:2
[Jul 19 23:44:11]     -- AMD: Channel [SIP/Carrier-000523c9]. Changed state to STATE_IN_SILENCE
[Jul 19 23:44:12]     -- AMD: Channel [SIP/Carrier-000523c9]. Detected Talk, previous silence duration: 460
[Jul 19 23:44:12]     -- AMD: Channel [SIP/Carrier-000523c9]. Word detected. iWordsCount:3
[Jul 19 23:44:12]     -- AMD: Channel [SIP/Carrier-000523c9]. Detected Talk, previous silence duration: 40
[Jul 19 23:44:12]     -- AMD: Channel [SIP/Carrier-000523c9]. Changed state to STATE_IN_SILENCE
[Jul 19 23:44:12]     -- AMD: Channel [SIP/Carrier-000523c9]. Detected Talk, previous silence duration: 160
[Jul 19 23:44:12]     -- AMD: Channel [SIP/Carrier-000523c9]. Short Word Duration: 20
[Jul 19 23:44:13]     -- AMD: Channel [SIP/Carrier-000523c9]. HUMAN: silenceDuration:1000 afterGreetingSilence:1000
[Jul 19 23:44:13]     -- Executing [8373@default:4] AGI("SIP/Carrier-000523c9", "VD_amd.agi,8373") in new stack
[Jul 19 23:44:13]     -- Launched AGI Script /var/lib/asterisk/agi-bin/VD_amd.agi
[Jul 19 23:44:13]     -- <SIP/Carrier-000523c9>AGI Script VD_amd.agi completed, returning 0
[Jul 19 23:44:13]     -- Executing [8373@default:5] AGI("SIP/Carrier-000523c9", "agi-VDAD_ALL_outbound.agi,SURVEYCAMP-----LB") in new stack
[Jul 19 23:44:13]     -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi
[Jul 19 23:44:13]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 19 23:44:13]     -- Playing 'SurveyMessage' (escape_digits=19) (sample_offset 0)
[Jul 19 23:44:17] DTMF[43505]: channel.c:4151 __ast_read: DTMF begin '1' received on SIP/Carrier-000523c9
[Jul 19 23:44:17] DTMF[43505]: channel.c:4155 __ast_read: DTMF begin ignored '1' on SIP/Carrier-000523c9
[Jul 19 23:44:17] DTMF[43505]: channel.c:4066 __ast_read: DTMF end '1' received on SIP/Carrier-000523c9, duration 280 ms
[Jul 19 23:44:17] DTMF[43505]: channel.c:4135 __ast_read: DTMF end passthrough '1' on SIP/Carrier-000523c9
[Jul 19 23:44:17]     -- Playing 'SurveyInterested' (escape_digits=) (sample_offset 0)
[Jul 19 23:44:21]     -- <SIP/Carrier-000523c9>AGI Script agi-VDAD_ALL_outbound.agi completed, returning 0
[Jul 19 23:44:21]     -- Executing [s@VBMenu:1] Answer("SIP/Carrier-000523c9", "") in new stack
[Jul 19 23:44:21]     -- Executing [s@VBMenu:2] AGI("SIP/Carrier-000523c9", "agi-VDAD_inbound_calltime_check.agi,CALLMENU-----YES-----VBMenu-------------------------NO") in new stack
[Jul 19 23:44:21]     -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_inbound_calltime_check.agi
[Jul 19 23:44:21]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 19 23:44:21]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 19 23:44:21]     -- <SIP/Carrier-000523c9>AGI Script agi-VDAD_inbound_calltime_check.agi completed, returning 0
[Jul 19 23:44:21]     -- Executing [s@VBMenu:3] Set("SIP/Carrier-000523c9", "INVCOUNT=0") in new stack
[Jul 19 23:44:21]     -- Executing [s@VBMenu:4] BackGround("SIP/Carrier-000523c9", "") in new stack
[Jul 19 23:44:21] WARNING[43505]: pbx.c:10008 pbx_builtin_background: Background requires an argument (filename)
[Jul 19 23:44:21]   == Spawn extension (VBMenu, s, 4) exited non-zero on 'SIP/Carrier-000523c9'
[Jul 19 23:44:21]     -- Executing [h@VBMenu:1] AGI("SIP/Carrier-000523c9", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----0---------------") in new stack

[mflorell]

Set the Campaign Drop Call Seconds to -1 and drop to an in-group, then have your agents logged in to take calls from that in-group.

[hansg]

Will this not apply to all calls answered rather than the calls where the customer has pressed a DTMF Digit?

[mflorell]

No, if the customer hasn't pressed a DTMF digit, the call never goes into queue.

[hansg]

OK so I have tried that...

Call is still hanging up as soon as I press the DTMF number and hear the audio file for that DTMF code.

Should I still have the survey method set to Call Menu?

[mflorell]

No, the Survey method should be set to AGENT_XFER

[hansg]

Thanks for your help matt. I am still having an issue with the call being transferred.

After pressing the DTMF code I hear a "bleep" then a "GoodBye".

I have attached a SIP Debug Below.

Code: Select all

<------------->
[Jul 20 12:57:14] --- (14 headers 0 lines) ---
[Jul 20 12:57:14] Really destroying SIP dialog '12498e7426dd6a2e23d131b853fb7d72@MyServerIP:5060' Method: OPTIONS
[Jul 20 12:57:14]     -- AMD: Channel [SIP/Carrier-000523d5]. Word detected. iWordsCount:1
[Jul 20 12:57:14]     -- AMD: Channel [SIP/Carrier-000523d5]. Detected Talk, previous silence duration: 20
[Jul 20 12:57:14]     -- AMD: Channel [SIP/Carrier-000523d5]. Changed state to STATE_IN_SILENCE
[Jul 20 12:57:14]   == Manager 'sendcron' logged off from 127.0.0.1
[Jul 20 12:57:14]     -- <Local/MyMobileNumber@default-000523d7;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----10-----0 completed, returning 0
[Jul 20 12:57:14]   == Spawn extension (default, MyMobileNumber, 2) exited non-zero on 'Local/MyMobileNumber@default-000523d7;2'
[Jul 20 12:57:14]     -- AMD: Channel [SIP/Carrier-000523d5]. Detected Talk, previous silence duration: 240
[Jul 20 12:57:14]     -- AMD: Channel [SIP/Carrier-000523d5]. Word detected. iWordsCount:2
[Jul 20 12:57:14]     -- AMD: Channel [SIP/Carrier-000523d5]. Changed state to STATE_IN_SILENCE
[Jul 20 12:57:15]     -- AMD: Channel [SIP/Carrier-000523d5]. HUMAN: silenceDuration:1000 afterGreetingSilence:1000
[Jul 20 12:57:15]     -- Executing [8373@default:4] AGI("SIP/Carrier-000523d5", "VD_amd.agi,8373") in new stack
[Jul 20 12:57:15]     -- Launched AGI Script /var/lib/asterisk/agi-bin/VD_amd.agi
[Jul 20 12:57:15]     -- <SIP/Carrier-000523d5>AGI Script VD_amd.agi completed, returning 0
[Jul 20 12:57:15]     -- Executing [8373@default:5] AGI("SIP/Carrier-000523d5", "agi-VDAD_ALL_outbound.agi,SURVEYCAMP-----LB") in new stack
[Jul 20 12:57:15]     -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi
[Jul 20 12:57:16]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 20 12:57:16]     -- Playing 'SurveyMessage' (escape_digits=19) (sample_offset 0)
[Jul 20 12:57:19] DTMF[60926]: channel.c:4151 __ast_read: DTMF begin '1' received on SIP/Carrier-000523d5
[Jul 20 12:57:19] DTMF[60926]: channel.c:4155 __ast_read: DTMF begin ignored '1' on SIP/Carrier-000523d5
[Jul 20 12:57:19] DTMF[60926]: channel.c:4066 __ast_read: DTMF end '1' received on SIP/Carrier-000523d5, duration 240 ms
[Jul 20 12:57:19] DTMF[60926]: channel.c:4135 __ast_read: DTMF end passthrough '1' on SIP/Carrier-000523d5
[Jul 20 12:57:19]     -- Playing 'SurveyInterested' (escape_digits=) (sample_offset 0)
[Jul 20 12:57:20]
<--- SIP read from UDP:CarrierIP:5060 --->
OPTIONS sip:asterisk@MyServerIP:5060 SIP/2.0
Via: SIP/2.0/UDP CarrierIP:5060;branch=z9hG4bK1d41.8a8f6495.0
To: <sip:asterisk@MyServerIP>;tag=as1c6e0168
From: <sip:MyMobileNumber@CarrierIP:5060>;tag=7ttNycB0e3aBQ
CSeq: 1 OPTIONS
Call-ID: 1badf0f056afc83177c26263403a5542@MyServerIP:5060
Max-Forwards: 70
Content-Length: 0
User-Agent: Carrier SIP Proxy

<------------->
[Jul 20 12:57:20] --- (9 headers 0 lines) ---
[Jul 20 12:57:20]
<--- Transmitting (NAT) to CarrierIP:5060 --->
SIP/2.0 200 OK
Via: SIP/2.0/UDP CarrierIP:5060;branch=z9hG4bK1d41.8a8f6495.0;received=CarrierIP;rport=5060
From: <sip:MyMobileNumber@CarrierIP:5060>;tag=7ttNycB0e3aBQ
To: <sip:asterisk@MyServerIP>;tag=as1c6e0168
Call-ID: 1badf0f056afc83177c26263403a5542@MyServerIP:5060
CSeq: 1 OPTIONS
Server: Asterisk PBX 1.8.23.0-vici
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REFER, SUBSCRIBE, NOTIFY, INFO, PUBLISH
Supported: replaces, timer
Contact: <sip:asterisk@MyServerIP:5060>
Accept: application/sdp
Content-Length: 0


<------------>
[Jul 20 12:57:23]     -- Playing 'ding' (escape_digits=) (sample_offset 0)
[Jul 20 12:57:24]     -- <SIP/Carrier-000523d5>AGI Script agi-VDAD_ALL_outbound.agi completed, returning 0
[Jul 20 12:57:24]     -- Executing [90009*AGENTDIRECT**5670811**MyMobileNumber**@default:1] Answer("SIP/Carrier-000523d5", "") in new stack
[Jul 20 12:57:24]     -- Executing [90009*AGENTDIRECT**5670811**MyMobileNumber**@default:2] Dial("SIP/Carrier-000523d5", "IAX2/ASTloop:Password@127.0.0.1:40569/990009*AGENTDIRECT**5670811**MyMobileNumber**,,to") in new stack
[Jul 20 12:57:24]     -- Called IAX2/ASTloop:Password@127.0.0.1:40569/990009*AGENTDIRECT**5670811**MyMobileNumber**
[Jul 20 12:57:24]     -- Accepting AUTHENTICATED call from 127.0.0.1:
       > requested format = ulaw,
       > requested prefs = (ulaw|gsm),
       > actual format = ulaw,
       > host prefs = (ulaw),
       > priority = mine
[Jul 20 12:57:24]     -- Call accepted by 127.0.0.1 (format ulaw)
[Jul 20 12:57:24]     -- Format for call is ulaw
[Jul 20 12:57:24]     -- Executing [990009*AGENTDIRECT**5670811**MyMobileNumber**@default:1] Answer("IAX2/ASTloop-7044", "") in new stack
[Jul 20 12:57:24]     -- IAX2/127.0.0.1:40569-12277 answered SIP/Carrier-000523d5
[Jul 20 12:57:24]     -- Executing [990009*AGENTDIRECT**5670811**MyMobileNumber**@default:2] AGI("IAX2/ASTloop-7044", "agi-VDAD_ALL_inbound.agi,CLOSER-----LB-----CL_TESTCAMP-----7275551212-----Closer-----park----------999-----1") in new stack
[Jul 20 12:57:24]     -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_inbound.agi
[Jul 20 12:57:24]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 20 12:57:24]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 20 12:57:25]        > Refreshing DNS lookups.
[Jul 20 12:57:25]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 20 12:57:25]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 20 12:57:26]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 20 12:57:26]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 20 12:57:26]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 20 12:57:26]     -- Playing 'sip-silence' (escape_digits=) (sample_offset 0)
[Jul 20 12:57:26]     -- <IAX2/ASTloop-7044>AGI Script agi-VDAD_ALL_inbound.agi completed, returning 0
[Jul 20 12:57:26]     -- Executing [8307@default:1] Answer("IAX2/ASTloop-7044", "") in new stack
[Jul 20 12:57:26]     -- Executing [8307@default:2] Playback("IAX2/ASTloop-7044", "vm-goodbye") in new stack
[Jul 20 12:57:26]     -- <IAX2/ASTloop-7044> Playing 'vm-goodbye.gsm' (language 'en')
[Jul 20 12:57:27]     -- Executing [8307@default:3] Hangup("IAX2/ASTloop-7044", "") in new stack
[Jul 20 12:57:27]   == Spawn extension (default, 8307, 3) exited non-zero on 'IAX2/ASTloop-7044'
[Jul 20 12:57:27]     -- Executing [h@default:1] AGI("IAX2/ASTloop-7044", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16---------------") in new stack
[Jul 20 12:57:27]     -- <IAX2/ASTloop-7044>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------- completed, returning 0
[Jul 20 12:57:27]     -- Hungup 'IAX2/ASTloop-7044'
[Jul 20 12:57:27]     -- Executing [h@default:1] AGI("SIP/Carrier-000523d5", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----13-----3") in new stack
[Jul 20 12:57:27]     -- <SIP/Carrier-000523d5>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----13-----3 completed, returning 0
[Jul 20 12:57:27]     -- Hungup 'IAX2/127.0.0.1:40569-12277'
[Jul 20 12:57:27]   == Spawn extension (default, 90009*AGENTDIRECT**5670811**MyMobileNumber**, 2) exited non-zero on 'SIP/Carrier-000523d5'
[Jul 20 12:57:27] Scheduling destruction of SIP dialog '1badf0f056afc83177c26263403a5542@MyServerIP:5060' in 6400 ms (Method: OPTIONS)
[Jul 20 12:57:27] set_destination: Parsing <sip:MyMobileNumber@CarrierIP;did=a94.567cb014> for address/port to send to
[Jul 20 12:57:27] set_destination: set destination to CarrierIP:5060
[Jul 20 12:57:27] Reliably Transmitting (NAT) to CarrierIP:5060:
BYE sip:MyMobileNumber@CarrierIP;did=a94.567cb014 SIP/2.0
Via: SIP/2.0/UDP MyServerIP:5060;branch=z9hG4bK27990d2f;rport
Max-Forwards: 70
From: "V7201257030005670811" <sip:asterisk@MyServerIP>;tag=as1c6e0168
To: <sip:MyMobileNumber@CarrierIP:5060>;tag=7ttNycB0e3aBQ
Call-ID: 1badf0f056afc83177c26263403a5542@MyServerIP:5060
CSeq: 104 BYE
User-Agent: Asterisk PBX 1.8.23.0-vici
Proxy-Authorization: Digest username="1625897033", realm="MyServerIP", algorithm=MD5, uri="sip:MyMobileNumber@CarrierIP", nonce="59709acb000021545d5af59388986e05b08a0c982c6aa144", response="47607e6e5cc8dd9ffa8fac40aa3badf0"
X-Asterisk-HangupCause: Normal Clearing
X-Asterisk-HangupCauseCode: 16
Content-Length: 0

[hansg]

Sorry Matt.

I was being an idiot...

I have it working now. I had the DROP INBOUND GROUP Set to the wrong group within the campaign.

Thanks so much for you're help!