Agent in DISPO State while talking

[areon]

Hello!

We've faced with next issue.
Issue description.
Agent receives a new inbound call and start a conversation, after 1-2 sec agent desktop changed to Dead state, and then goes to Dispo state (because campaign properties Dead Call Max Seconds=2, Dead Call to Dispo Only = Enabled ), but agent remains talking with a customer.
This situation occurs 5-10 times per day with different agents. Contact center receive 3000 inbound calls per day

We've made snapshot vicidial_live_agents table every 2 second and find out that in this situation callerid in the table remains empty.

When the call begin, the status changes from QUEUE to INCALL, uniqueid = 0, callerid = “”.
In this time conf_exten_check.php cannot find records because callerid is empty.
Row 495: SELECT count(*) from vicidial_auto_calls where callerid='$Acallerid';
And conf_exten_check.php decides that this is a DEAD situation.
$DEADcustomer++;

Agent continues talk with a client on asterisk, the web displays the agent in DISPO status.
At this time, the entry in vicidial_auto_calls actually exists
auto_call_id:507259; server_ip:10.100.105.15; campaign_id:Inbound; status:CLOSER; lead_id:1473; uniqueid:1566549360.1196597; callerid:Y8231136140000001473; channel:SIP/443902332-0004370f; phone_code:; phone_number:0984798210; call_time:2019-08-23 11:36:14; call_type:IN; stage:CLOSER-31; last_update_time:2019-08-23 11:36:45; alt_dial:NONE; queue_priority:0; agent_only:; agent_grab:; queue_position:4; extension:; agent_grab_extension:;


VERSION: 2.14-669a
BUILD: 180411-1647
1 DB Server + 2 Web/Dialer servers

[williamconley]

This would be a marvelous situation to remind you that listing your installation method (with version, and link to instructions if not a Vicibox installation ...) would be a great idea on all posts. What I mean to say is: This sounds an awful lot like it may be related to your installation method ... but we know nothing about your installation method. Especially since your system is clustered.

As a method of investigation (since you appear not to be scared of digging in the system ...) compare occurrences and see if they share a Dialer OR if they all happen to be balance agent calls (eg: if the call was generated on one dialer, but landed at an agent on a different dialer). If that's the case, it may be related to your installation's clustering technique or may still be as simple as an incorrect .conf file for your version of Vicidial or Asterisk.

[areon]

Thank you.
>(eg: if the call was generated on one dialer, but landed at an agent on a different dialer)
Good idea,
We'll check on all in one installation and on the last version.

All installations from vicibox *.iso