Fronters getting a lot of dead calls with no one on the line

[kjburto]

Okay so I am having an issue with one of my clients stating they are getting a ton of dead calls with no one on the line. I looked up a couple examples of the calls and they are showing that they were cancelled with 0 dial time (See Below). After looking in the dial log report it shows the call that was sent to the fronter was a call that timed out at 24 seconds which it is supposed to do, but for some reason the dialer is sending these timed out calls to the fronters.

So I guess the question is why would the dialer send a cancelled call to the fronter?

AST_carrier_log_report

UNIQUE ID CALL DATE SERVER IP LEAD ID HANGUP CAUSE DIAL STATUS CHANNEL DIAL TIME ANSWERED TIME SIP CODE SIP HANGUP REASON PHONE NUMBER
1530554922 7/2/2018 14:09 192.168.1.11 64057 0 CANCEL Local/15597046588@default-00000898; 2 0 0 0 559704xxxx

AST_dial_log_report

CALLER CODE LEAD ID SERVER IP CALL DATE EXTENSION CHANNEL CONTEXT TIMEOUT OUTBOUND CID SIP HANGUP CAUSE UNIQUE ID SIP HANGUP REASON
V7021408400000064057 64057 192.168.1.11 7/2/2018 14:08 8368 Local/15597046588@default default 24000 V7021408400000064057"<5592580479>" 0




HANGUP CAUSE | DIAL STATUS | COUNT |
+--------------+-------------+---------+
| 0 | CANCEL | 2064 |
| 1 | CHANUNAVAIL | 21 |
| 16 | ANSWER | 2607 |
| 17 | BUSY | 23 |
| 21 | CHANUNAVAIL | 6 |
| 34 | CONGESTION | 6 |
| 44 | ANSWER | 7 |
+--------------+-------------+---------+
| TOTAL | 4734




Vicibox 8.0.1 from .iso | Vicidial 2.14-669a Build 180411-1647 | Asterisk 11.25.3-vici | Cluster 2 Servers | No Digium/Sangoma Hardware | No Extra Software After Installation | 2 x 2.4 GHz Quad-Core Intel Xeon Processor with 12MB Cache -- E5620

[mflorell]

Sounds like FAS, you should report these to your carrier, and possibly try a different carrier.

[kjburto]

What is FAS?

[blackbird2306]

FAS means "False Answer Supervision". Your carrier is billing you "fraudly" for calls. E.g. they send you an answer signal, although there is no real answer.
https://en.wikipedia.org/wiki/False_Answer_Supervision
https://www.voip-info.org/fake-false-answer-supervision-fas-service/

Some other reasons:
1. We have experienced the same issue, when our leads become "crappy". The leads were called too often and the customers were annoyed. They take the call and immediately hangup.
2. Are you using answering machine detection? Then the delay is up to 5 seconds between answer and connection to the agent, which also causes customers to hangup the call.
3. Same if your system is overloaded

[kjburto]

I'm pretty sure it's not the carrier, I have two other servers with the same carrier and everything works fine. This is my first 2 server cluster and from what I can tell everything seems fine but they keep telling me their are getting a ton of calls with no one on the other end. I don't use answering machine detection. This setup is running 20 or less reps for now. The CPS is set to 2 and the drop is set to 4 seconds.