vicidial.org

by **ykhan** » Tue Oct 20, 2009 10:12 am

I wanted to setup remote agents for a outbound campaign. I assuem this will be possible by simply setting up the remote agents and then making the campaign "Blended". Am I correct in this assumption?

by **gardo** » Tue Oct 20, 2009 11:09 am

There's a lot more to it. You can find the complete details in the Manager's manual.

by **ykhan** » Tue Oct 20, 2009 2:10 pm

Thanks for the quick reply.

I did go through the Managers Manual just to double check and based on teh tutorials I made this assumption. Any particular section I should be looking at?

by **ykhan** » Tue Oct 20, 2009 3:24 pm

Here is what I have tried so far, but first system info:

VICIbox Server 1.0.0-rc2
Vicidial VERSION: 2.0.5-173
BUILD: 90320-0424

User: Setup a user 9000 with level of 5.
InGroup: Setup an ingroup called InboundLocal
Campaign: Setup a new campaign called CCTest and allowed closers and enabled "Inbound and Blended". I changed the dial method to ADAPT_AVERAGE and selected InboundLocal ingroup for Allowed Inbound Groups and Allowed Transfer Groups.
Remote Agents: Created a remote agent 9000

Now once I log in and turn agent's state to ACTIVE. The system dials the number form the campaign list, but when the call is answered, the call to the remote agent number is not placed. The CLI gives me the following output:

Code: Select all: -- Executing AGI("Local/916478915426@default-5f52,2", "agi-DID_route.agi") in new stack -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-DID_route.agi -- AGI Script agi-DID_route.agi completed, returning 0 -- Executing Dial("Local/916478915426@default-5f52,2", "SIP/16478915426@MYPROVIDER|30|tTor") in new stack -- Called 16478915426@MYPROVIDER -- SIP/MYPROVIDER-08211050 is making progress passing it to Local/916478915426@default-5f52,2 == Parsing '/etc/asterisk/manager.conf': Found == Manager 'sendcron' logged on from 127.0.0.1 == Manager 'sendcron' logged off from 127.0.0.1 -- SIP/MYPROVIDER-08211050 answered Local/916478915426@default-5f52,2 > Channel Local/916478915426@default-5f52,1 was answered. -- Executing Playback("Local/916478915426@default-5f52,1", "sip-silence") in new stack == Manager 'sendcron' logged off from 127.0.0.1 -- Playing 'sip-silence' (language 'en') -- Executing AGI("Local/916478915426@default-5f52,1", "agi://127.0.0.1:4577/call_log") in new stack -- AGI Script agi://127.0.0.1:4577/call_log completed, returning 0 -- Executing AGI("Local/916478915426@default-5f52,1", "agi-VDAD_ALL_outbound.agi|NORMAL-----LB") in new stack -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi == Spawn extension (default, 916478915426, 2) exited non-zero on 'Local/916478915426@default-5f52,2' -- Executing DeadAGI("Local/916478915426@default-5f52,2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----10-----0") in new stack -- AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----10-----0 completed, returning 0 == Manager 'sendcron' logged off from 127.0.0.1 -- AGI Script agi-VDAD_ALL_outbound.agi completed, returning 0 -- Executing AGI("SIP/MYPROVIDER-08211050", "agi-VDAD_ALL_outbound.agi|NORMAL-----LB") in new stack -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi -- AGI Script agi-VDAD_ALL_outbound.agi completed, returning 0 -- Executing AGI("SIP/MYPROVIDER-08211050", "agi-DID_route.agi") in new stack -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-DID_route.agi -- AGI Script agi-DID_route.agi completed, returning 0 -- Timeout on SIP/MYPROVIDER-08211050 == CDR updated on SIP/MYPROVIDER-08211050 -- Executing Goto("SIP/MYPROVIDER-08211050", "#|1") in new stack -- Goto (default,#,1) -- Executing Playback("SIP/MYPROVIDER-08211050", "invalid") in new stack -- Playing 'invalid' (language 'en') -- Executing Hangup("SIP/MYPROVIDER-08211050", "") in new stack == Spawn extension (default, #, 2) exited non-zero on 'SIP/MYPROVIDER-08211050' -- Executing DeadAGI("SIP/MYPROVIDER-08211050", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16---------------") in new stack -- AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------- completed, returning 0

I am not sure what is happening here. ANy feedback is appreciated.

by **ykhan** » Mon Oct 26, 2009 10:30 am

Anyone have an ideas for resolving this issue or can point me in the right direction in the Manual?

Thanks

by **mflorell** » Mon Oct 26, 2009 12:51 pm

Looks like it did try to place the call, it timed out and went to invalid.

by **williamconley** » Mon Oct 26, 2009 9:57 pm

post your setup for the remote agent. given the odds it is dialing a number for which it has no dialplan so it never sends the call or it is improperly formatted for your provider.

the number dialed by the system for the remote agent must be precise (including a dial prefix, since this will not follow the rules of any campaign).

by **ykhan** » Tue Oct 27, 2009 2:03 pm

REMOTE AGENT SETUP:

User ID Start: 9000 (same user is setup in Users section)
Number of Lines: 1 (numbers only)
Server IP: 192.168.2.5 - Vicidial Single Server 192.168.2.5
External Extension: 914163237127 (dial plan number dialed to reach agents)
Status: INACTIVE
Campaign: CCSResC - Test - CCS ResCan
Inbound Groups: InboundLocal - Local Number Inbound Group - 0

Thanks for your help in advance.

by **ykhan** » Tue Oct 27, 2009 3:48 pm

Just for some knowledge, here is what I am assuming:

Call goes out to the customer (CLI):

Code: Select all: -- Executing AGI("Local/916478915426@default-5f52,2", "agi-DID_route.agi") in new stack -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-DID_route.agi -- AGI Script agi-DID_route.agi completed, returning 0 -- Executing Dial("Local/916478915426@default-5f52,2", "SIP/16478915426@MYPROVIDER|30|tTor") in new stack -- Called 16478915426@MYPROVIDER -- SIP/MYPROVIDER-08211050 is making progress passing it to Local/916478915426@default-5f52,2 == Parsing '/etc/asterisk/manager.conf': Found == Manager 'sendcron' logged on from 127.0.0.1 == Manager 'sendcron' logged off from 127.0.0.1 -- SIP/MYPROVIDER-08211050 answered Local/916478915426@default-5f52,2 > Channel Local/916478915426@default-5f52,1 was answered. -- Executing Playback("Local/916478915426@default-5f52,1", "sip-silence") in new stack == Manager 'sendcron' logged off from 127.0.0.1 -- Playing 'sip-silence' (language 'en') -- Executing AGI("Local/916478915426@default-5f52,1", "agi://127.0.0.1:4577/call_log") in new stack -- AGI Script agi://127.0.0.1:4577/call_log completed, returning 0 -- Executing AGI("Local/916478915426@default-5f52,1", "agi-VDAD_ALL_outbound.agi|NORMAL-----LB") in new stack -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi == Spawn extension (default, 916478915426, 2) exited non-zero on 'Local/916478915426@default-5f52,2' -- Executing DeadAGI("Local/916478915426@default-5f52,2", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----10-----0") in new stack -- AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16-----ANSWER-----10-----0 completed, returning 0 == Manager 'sendcron' logged off from 127.0.0.1

Then once the call is answered by the customer, system tries to dial the remote agent number (CLI):

Code: Select all: -- AGI Script agi-VDAD_ALL_outbound.agi completed, returning 0 -- Executing AGI("SIP/MYPROVIDER-08211050", "agi-VDAD_ALL_outbound.agi|NORMAL-----LB") in new stack -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-VDAD_ALL_outbound.agi -- AGI Script agi-VDAD_ALL_outbound.agi completed, returning 0 -- Executing AGI("SIP/MYPROVIDER-08211050", "agi-DID_route.agi") in new stack -- Launched AGI Script /var/lib/asterisk/agi-bin/agi-DID_route.agi

Then the AGI timeout and returns 0 (CLI):

Code: Select all: -- AGI Script agi-DID_route.agi completed, returning 0 -- Timeout on SIP/MYPROVIDER-08211050 == CDR updated on SIP/MYPROVIDER-08211050 -- Executing Goto("SIP/MYPROVIDER-08211050", "#|1") in new stack -- Goto (default,#,1) -- Executing Playback("SIP/MYPROVIDER-08211050", "invalid") in new stack -- Playing 'invalid' (language 'en') -- Executing Hangup("SIP/MYPROVIDER-08211050", "") in new stack == Spawn extension (default, #, 2) exited non-zero on 'SIP/MYPROVIDER-08211050' -- Executing DeadAGI("SIP/MYPROVIDER-08211050", "agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16---------------") in new stack -- AGI Script agi://127.0.0.1:4577/call_log--HVcauses--PRI-----NODEBUG-----16--------------- completed, returning 0

I am not sure how to tell what dial string Vicidial is trying to dial when it goes into step two. Thanks for looking into this.

by **ykhan** » Tue Nov 03, 2009 3:40 pm

Your assitance is appreciated. Thanks.

by **ykhan** » Sat Nov 07, 2009 11:11 am

I have not been able to resolve this issue yet, so I would appreciate some further guidance. Thanks.

by **gmcust3** » Sat Nov 07, 2009 11:18 am

Your problem lies in

Timeout on SIP/MYPROVIDER-08211050
== CDR updated on SIP/MYPROVIDER-08211050
-- Executing Goto("SIP/MYPROVIDER-08211050", "#|1") in new stack
-- Goto (default,#,1)
-- Executing Playback("SIP/MYPROVIDER-08211050", "invalid") in new stack
-- Playing 'invalid' (language 'en')
-- Executing Hangup("SIP/MYPROVIDER-08211050", "") in new stack

Check your Dial Plan as why you are getting TIMEOUT.

by **ykhan** » Mon Nov 09, 2009 11:59 am

Here are the Dialplan entries per extensions-vicidial.conf:

Code: Select all: ;VICIDIAL Carrier: MYPROVIDER- MYPROVIDER exten => _91NXXNXXXXXX,1,AGI(agi://127.0.0.1:4577/call_log) exten => _91NXXNXXXXXX,2,Dial(SIP/${EXTEN:1}@MYPROVIDER,30,tTor) exten => _91NXXNXXXXXX,3,Hangup

I am wondering if there may be a prefix or something that may be dialed in the AGI. If not then the above shoudl work for outbound calls to agents right?

Thanks for the help in advance.

by **williamconley** » Mon Nov 09, 2009 1:02 pm

to add a "remote agent" you do not need to change your dialplan at all. you need only enter a proper "remote agent" to be able to dial through your existing, known working, dial plan which calls prospects.

outbound calls to the agents should not be handled differently than outbound calls to the prospects as far as the dial plan is concerned.

by **ykhan** » Mon Nov 09, 2009 4:28 pm

Ok, then I am confused now in terms of what is causing the issue. I have posted my setup and CLI output, which I believe is correct. The Remote agent number matches my dialplan entry, but still when the customer answers, the system fails to dial the remote agent number and timesout. What else am I supposed to check now (apart form all the information I have already posted)?

Thanks.

by **williamconley** » Mon Nov 09, 2009 7:25 pm

you could check your vicidial log and see if it fails in there, given the odds you have not set up the remote agent correctly. it's not a matter of "matching it to an agent" except for allowing that agent control over the remote. to make the remote "work", it is only necessary that vicidial be able to CALL the remote agent and that the remote agent be "active" in the campaign. once those two items are taken care of, your remote agent will get the call. somewhere in one of those two items is a breach.

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