Getting multiple inbound calls to an agent at a time

[arpit.modi]

Hi,

I am using vicibox 9 with:
VERSION: 2.14-810a
BUILD: 210421-2227

Sometimes there are multiple inbound calls are there in agent conference. So, if an agent is already on the call with the customer then he receives an inbound call again from another customer and agent end up having 2 customers in same call.

I suspect, it happens due to multiple channels in the meetme conference of the agent.
Please see below:

When executing "meetme list 8600134" it shows 4 users in same conference:

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User #: 01   0000000000 M2109091704268600134 Channel: SIP/555740146-000001bd   (Admin Muted)  (unmonitored) 00:01:35
User #: 02   7872291464 Y9091706190000041308 Channel:       (Muted)  (unmonitored) 00:01:31
User #: 03   7211260046 Y9091706400000041312 Channel: IAX2/ASTloop-6453   (Muted)  (unmonitored) 00:00:55
User #: 04   7492097760 Y9091706520000041324 Channel: IAX2/ASTloop-3222   (Muted)  (unmonitored) 00:00:07
4 users in that conference.

Here is sample dialplan entry from the extensions.conf

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exten => _90009.,1,Answer()                  ; Answer the line
exten => _90009.,n,Dial(${TRUNKloop}/9${EXTEN},,to)
exten => _90009.,n,Hangup()
exten => _990009.,1,Answer()                  ; Answer the line, Sometimes needs to be removed
exten => _990009.,n,AGI(agi-VDAD_ALL_inbound.agi,CLOSER-----LB-----CL_TESTCAMP-----7275551212-----Closer-----park----------999-----1)
exten => _990009.,n,Hangup()

Also checked on Asterisk console and it executes something like below:

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[Sep  9 17:06:40]     -- Executing [990009*34671246482**41312**7211260046*8401469313*@default:1] Answer("IAX2/ASTloop-6453", "") in new stack
[Sep  9 17:06:40]     -- Executing [990009*34671246482**41312**7211260046*8401469313*@default:2] AGI("IAX2/ASTloop-6453", "agi-VDAD_ALL_inbound.agi,CLOSER-----LB-----CL_TESTCAMP-----7275551212-----Closer-----park----------999-----1") in new stack
[Sep  9 17:06:40]     -- <IAX2/ASTloop-6453> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'en')
[Sep  9 17:06:40]     -- <IAX2/ASTloop-6453> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'en')

This happens in few calls only. In working calls, it does not have ASTloop channel in the meetme of the agent.


Please suggest what can be done in this case.
Is there a way to remove the ASTloop and just have customer and agent channel in the conference?

Thanks in advance.

[GenXOutsourcing]

Could be as simple as Asterisk being overloaded.

Asterisk does funny things, loses calls, recordings missing, misdirected calls.

[mflorell]

We have seen cases where there are duplicate entries in the vicidial_conferences database table, which can also cause this.

[arpit.modi]

Thank you guys for your response.
So, how do we prevent that inbound call to generate IAX2 channel?

Matt, I confirmed we do not have duplicate entries in vicidial_conferences table. What else we can check?

Thank you. Any help would be appreciated.

[arpit.modi]

Hi Matt,

Anything else we can check to avoid this case?
Please let me know.

Thank you.

[mflorell]

Are you using a Virtual Machine? If so, that's a pretty easy diagnosis, VMs cause all kinds of problems with Asterisk running VICIdial.