XFER to Agent Direct or In-group Hang Up

[victor.patino]

Hello Team;

Vicibox 8.1
VERSION: 2.14-692a
BUILD: 180927-0018
Single Server
Asterisk 13.21

When I try to xfer a call to an in-group o agent direct this call Hang UP. If i do the xfer with the customer i keep the customer call but the xfer dont.

This is the asterisk log.

Code: Select all

[Nov  9 18:24:12]   == Manager 'sendcron' logged on from 127.0.0.1
[Nov  9 18:24:12]     -- Called 90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default
[Nov  9 18:24:12]     -- Executing [90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default:1] Answer("Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;2", "") in new stack
[Nov  9 18:24:12]     -- Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;1 answered
[Nov  9 18:24:12]     -- Executing [8600051@default:1] MeetMe("Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;1", "8600051,F") in new stack
[Nov  9 18:24:12]     -- Executing [90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default:2] Dial("Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;2", "IAX2/ASTloop:5Ex75YWcCfROJSX@127.0.0.1:40569/990009*RECEPCION*CXFER*45968224**3104935560*6666**78*,,to") in new stack
[Nov  9 18:24:12]     -- Called IAX2/ASTloop:5Ex75YWcCfROJSX@127.0.0.1:40569/990009*RECEPCION*CXFER*45968224**3104935560*6666**78*
[Nov  9 18:24:12]     -- Accepting AUTHENTICATED call from 127.0.0.1:63946:
[Nov  9 18:24:12]     --        > requested format = ulaw,
[Nov  9 18:24:12]     --        > requested prefs = (ulaw|gsm),
[Nov  9 18:24:12]     --        > actual format = ulaw,
[Nov  9 18:24:12]     --        > host prefs = (ulaw),
[Nov  9 18:24:12]     --        > priority = mine
[Nov  9 18:24:12]     -- Executing [990009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default:1] Answer("IAX2/ASTloop-14259", "") in new stack
[Nov  9 18:24:12]     -- Call accepted by 127.0.0.1:40569 (format ulaw)
[Nov  9 18:24:12]     -- Format for call is (ulaw)
[Nov  9 18:24:12]     -- IAX2/127.0.0.1:40569-10971 answered Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;2
[Nov  9 18:24:12]     -- Channel IAX2/127.0.0.1:40569-10971 joined 'simple_bridge' basic-bridge <953735b1-81dd-4ecb-81be-8af5a8c642b4>
[Nov  9 18:24:12]     -- Channel Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;2 joined 'simple_bridge' basic-bridge <953735b1-81dd-4ecb-81be-8af5a8c642b4>
[Nov  9 18:24:12]     -- Executing [990009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default:2] AGI("IAX2/ASTloop-14259", "agi-VDAD_ALL_inbound.agi,CLOSER-----LB-----CL_TESTCAMP-----7275551212-----Closer-----park----------999-----1") in new stack
[Nov  9 18:24:12]     -- Launched AGI Script /usr/share/asterisk/agi-bin/agi-VDAD_ALL_inbound.agi
[Nov  9 18:24:13]     -- <IAX2/ASTloop-14259> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'en')
[Nov  9 18:24:13]     -- <IAX2/ASTloop-14259> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'en')
[Nov  9 18:24:13]     -- <IAX2/ASTloop-14259>AGI Script agi-VDAD_ALL_inbound.agi completed, returning 0
[Nov  9 18:24:13]     -- Executing [990009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default:3] Hangup("IAX2/ASTloop-14259", "") in new stack
[Nov  9 18:24:13]   == Spawn extension (default, 990009*RECEPCION*CXFER*45968224**3104935560*6666**78*, 3) exited non-zero on 'IAX2/ASTloop-14259'
[Nov  9 18:24:13] WARNING[16176][C-0000001f]: func_hangupcause.c:140 hangupcause_read: Unable to find information for channel
[Nov  9 18:24:13]     -- Executing [h@default:1] AGI("IAX2/ASTloop-14259", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------------)") in new stack
[Nov  9 18:24:13]     -- <IAX2/ASTloop-14259>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------------) completed, returning 0
[Nov  9 18:24:13]     -- Hungup 'IAX2/ASTloop-14259'
[Nov  9 18:24:13]     -- Channel IAX2/127.0.0.1:40569-10971 left 'simple_bridge' basic-bridge <953735b1-81dd-4ecb-81be-8af5a8c642b4>
[Nov  9 18:24:13]     -- Channel Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;2 left 'simple_bridge' basic-bridge <953735b1-81dd-4ecb-81be-8af5a8c642b4>
[Nov  9 18:24:13]   == Spawn extension (default, 90009*RECEPCION*CXFER*45968224**3104935560*6666**78*, 2) exited non-zero on 'Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;2'
[Nov  9 18:24:13]     -- Executing [h@default:1] AGI("Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----0-----0-----IAX2 HANGUP (16))") in new stack
[Nov  9 18:24:13]     -- Hungup 'IAX2/127.0.0.1:40569-10971'
[Nov  9 18:24:13]     -- <Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;2>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----0-----0-----IAX2 HANGUP (16)) completed, returning 0
[Nov  9 18:24:13]   == Spawn extension (default, 8600051, 1) exited non-zero on 'Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;1'
[Nov  9 18:24:13] WARNING[16174][C-0000001e]: func_hangupcause.c:140 hangupcause_read: Unable to find information for channel
[Nov  9 18:24:13]     -- Executing [h@default:1] AGI("Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;1", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------------)") in new stack
[Nov  9 18:24:13]     -- <Local/90009*RECEPCION*CXFER*45968224**3104935560*6666**78*@default-00000010;1>AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------------) completed, returning 0
[Nov  9 18:24:13]   == Manager 'sendcron' logged off from 127.0.0.1
[Nov  9 18:24:14]   == Manager 'sendcron' logged on from 127.0.0.1
[Nov  9 18:24:14] NOTICE[16184]: manager.c:4366 action_hangup: Request to hangup non-existent channel: IAX2/127.0.0.1:40569-10971
[Nov  9 18:24:15]   == Manager 'sendcron' logged off from 127.0.0.1


i guess is something with the IAX2 but IDK what.

If i xfer the call to another external number everything is ok

Thanks for your help !

Regards

[williamconley]

There are a few configuration options required for AGENT-DIRECT to function properly. Have you followed all the steps in the Vicidial Manager's Manual to accomplish this task? If so, can you provide the Manual Version, page, and para where the failure occurred from the manual? (The first error, so we can check all the prerequisites with you up to that specific point)

Or you could provide all the configuration options you used AND all the button presses the agent pushes to make the transfer happen. There are multiple options.

For simple troubleshooting: Does the agent who is expected to receive the agent-direct transfer show as accepting calls from AGENT-DIRECT in the Real Time Screen when you press the + on their Real Time Line to see their ingroups?

Are you already able to route Inbound Calls properly through normal Ingroups? (NOT through the agent-direct ingroup).

If so, can you send a call to a Transfer Group successfully?

Both of those (Ingroup and Transfer group) have specific setup requirements that are prerequisites for AGENT-DIRECT. So if you've not managed those yet, you'll need to learn to make those happen properly (Vicidial Manager's Manual!) before you should attempt AGENT-DIRECT. It's not horribly difficult, but it is Very Technical. Which is why following the Manual (Very Very carefully) is a requirement in this case. From the beginning all the way to the page this particular feature is on. Don't skip anything. You'll likely find out anything you skipped ... was required.

[victor.patino]

Thanks for the Reply William.

The Campaign has checked the destination in-group in the "Allowed Transfer Groups:" section.
There is a campaign answering the destinatión in-group with available agents.
The agents can answer this in-group ( I mean they have the in-group selected).

When i do the xfer i choose an in-group and then push local closer.

I've replicate the scenario in other vici and everything is ok.

It doesn´t look like a configuration issue

[williamconley]

Thanks for the Reply William.

The Campaign has checked the destination in-group in the "Allowed Transfer Groups:" section.
There is a campaign answering the destinatión in-group with available agents.
The agents can answer this in-group ( I mean they have the in-group selected)

Are other ingroups allowing calls through to agents as transfer groups?

I don't mean "selected", I mean call from sending agent arrives in session of receiving agent, and sending agent then leaves the call and the client data appears on the screen of the receiving agent ... just NOT in AGENTDIRECT (in some other ingroup/transfer group).

When you view the agent in the Real Time screen, is AGENTDIRECT selected for the agent we're testing? (Not merely selected when the agent logs in, but shows as selected in the Real Time screen by pressing + next to their name in the real time screen)