Length_in_sec vs customer time or Answer time

[lvish]

Hi

We recently moved from older version 2.12 to latest 2.14 . We are observing there is a huge gap between Length in seconds and actual talk time.
I believe that length in seconds starts when lead is dialed by agent and ends when Agent disposes the call. But there are cases where Answer time is Zero by Length in seconds is around 3000 seconds.

Agent Stats report show that agent has taken other calls just after few minutes. In some cases Pause seconds are updated in Leads Length in seconds.These entries are random.

Issue was not there in older version 2.12. Is there any known issues or work around available ?

thanks in advance.


lvish
VERSION: 2.14-630a
BUILD: 170923-1425 | Dell R620 -- 16Gb ram, | All in one server,| PRI card| Vicibox 7.0.3|

[lvish]

One more observation is in vicidial_log, start_epoch and end_epoch has same value but length_in_sec is not equal to zero. In some cases pause_sec value of agent previous stat is populated in length_in_sec.

[mflorell]

Is the AST_cleanup_agent_log.pl script in your crontab running every night?

[lvish]

Yes , its deault crontab of vicbox 7.0.3 no changes done.

[mflorell]

Do these logging anomalies change at all from the current day to the next day, after that script runs?

[lvish]

Hi

No changes even after script runs.


regds

[mflorell]

Is this on manual dial calls, or auto-dial calls or both?

What is the vicidial.php version and build?

Have you enabled Agent Screen Debug Logging in System Settings?

[lvish]

This is on a manual dial call through API, agent clicks on a call button on external CRM which triggers manua dial agent API.

We will enable agent screen debug logging and check the logs.


thanks for pointer

regards

lvish

[sunilkumarmehta]

Even we are facing same issue in manual as well auto mode. Vicidial version is 2.14. Its running on load balancing enviroment with multiple servers.

[martinch]

Is it possible to share some examples with us? You can scrub the phone numbers.

This is related to `asterisk.vicidial_log` right? As in length_in_sec (this appears in multiple tables.

What does "Answer Time" refer to? Which column on report/table?

Same for customer time.

Also, if possible, could you also provide a log entry for start_epoch = end_epoch too and we'll try to assist

Thank you,
Martin.