Dropped Calls

[mrgunston]

Hi there,

We have recently been having an issue where a bunch of agents calls get dropped at the same time. This happens several times through the day. We have about 65 agents on different campaigns and each time, about 30% of them get dropped.
I checked with our voice provider and they can see that the dropped calls are getting a BYE (hangup) packet from our asterisk server.
I am not sure why this would be happening, and I am not sure where to start troubleshooting.

ViciBox: 8.1.2 | VERSION: 2.14b0.5 | SVN: 3063 | Clusters: 1 DB / 4 Web/Asterisk

[williamconley]

1) Please include the BUILD in your Vicidial Version. It can be very useful.

2) Start by troubleshooting ONE call at the next occurrence. Search to find the moment of termination (down to the second). Then search ALL logs to see if there's a reason why given.

3) If this bears no fruit, try "show server" on the realtime screen and see if these agents have anything in common, such as a campaign or a server.

4) Don't take the telco's word: They've been known to summarize/paraphrase/assume when not producing an actual PCAP (data dump) of a transaction. They may mean the calls merely terminated but it was not them, and their server then closed their leg of the call. A loss of networking from the Vicidial Dialer to the Carrier that lasts more than a few seconds can cause this.

5) What ... else occurs? Do the related prospect calls terminate as well? Or are these agents all (coincidentally) NOT on actual client calls? There IS a setting in the campaign that can log an agent out after too long on pause ...

[mrgunston]

1) Please include the BUILD in your Vicidial Version. It can be very useful.

2) Start by troubleshooting ONE call at the next occurrence. Search to find the moment of termination (down to the second). Then search ALL logs to see if there's a reason why given.

3) If this bears no fruit, try "show server" on the realtime screen and see if these agents have anything in common, such as a campaign or a server.

4) Don't take the telco's word: They've been known to summarize/paraphrase/assume when not producing an actual PCAP (data dump) of a transaction. They may mean the calls merely terminated but it was not them, and their server then closed their leg of the call. A loss of networking from the Vicidial Dialer to the Carrier that lasts more than a few seconds can cause this.

5) What ... else occurs? Do the related prospect calls terminate as well? Or are these agents all (coincidentally) NOT on actual client calls? There IS a setting in the campaign that can log an agent out after too long on pause ...

Hi William,

Thanks for the advice.

We have found this in the Asterisk logs:

Code: Select all

[Apr  2 11:02:07] WARNING[2886]: chan_sip.c:4068 retrans_pkt: Retransmission timeo                                                               ut reached on transmission 7c805d3rggedrgtrg4etr4b43a6771033526f8e8@sip.netsip.net.au for                                                                seqno 102 (Critical Request) -- See https://wiki.asterisk.org/wiki/display/AST/SIP                                                               +Retransmissions
Packet timed out after 6400ms with no response
[Apr  2 11:02:07] WARNING[2886]: chan_sip.c:4092 retrans_pkt: Hanging up call 7c80                                                               7c805d3rggergtrdg4etr4b43a6771033526f8e8@sip.netsip.net.au - no reply to our critical packet (                                                               see https://wiki.asterisk.org/wiki/display/AST/SIP+Retransmissions).
[Apr  2 11:02:07]   == Everyone is busy/congested at this time (1:0/0/1)


[williamconley]

I see two basic issues.

1) You didn't bother answering #1 from the previous post. Still no Build. Hang your head in shame, my friend.

2) Retransmission timeout is a firewall issue, as a rule. The error means it's not getting packets it needs to keep the connection alive. Your firewall, their firewall, or they stopped transmitting. What firewall are YOU using?

[ambiorixg12]

Follow the link on the CLI https://wiki.asterisk.org/wiki/display/ ... nsmissions and you will get more information about your issue