Hopper loads, agents connect... auto dial won't work

[rfidler]

I've got a simple test campaign setup and, perhaps I'm just missing something, for whatever reason the darn thing will not auto dial. If I set the campaign to manual, works fine... I can click next, calls are made, no problemo. If I use RATIO (with value of 1 for the ratio) or even the ADAPT dial types, nothing - and the hopper is full.

If I look at the live status screen for the campaign, I can see that I (as a logged in agent) am available and just waiting for calls.

So to recap:

a) Agents is waiting for call
b) hopper is full
c) No calls every get processed, just sit in the hopper.

I though perhaps a timezone thing, but the campaign is set to 24hr. I've tried resetting the hopper, different lists, as I said different dialing methods (RATIO, ADAPT).

Using vicidial 2.0.5-174 via vicidialnow CE 1.3

Ideas? Suggestions? If this can be found in another topic, my apologies, please direct me there.

[rfidler]

I was being a moron, nevermind.

[vccsdotca]

I would like to follow up on this. We are having the same issue in our test environment with 2.0.5 over vicidialnow 1.0.

Basically I have 1 agent calling so I have put Ratio with 1:1 and available only tally. I was getting some calls passed through but shortly after there are long delays in the call out attempts. I tried to tweak with Adapt override which worked great for about 3 minutes before the same thing started happening again. I have no output at the time of this message but I watched thouroughly and when experiencing the delays there was simply no call out attempts. Hopper was checked throughout and was full.

If there is no logical answer for troubleshooting this perhaps an explanation of the callflow and backend process.

Thanks in advance for any ideas.

[vccsdotca]

No one else has seen this?

[mflorell]

any stuck vicidial_auto_calls records?

[tblpidar]

Hey guys i am having the same exact issue, i can login as an agent, the hopper is full but the system will not auto dial.

if i set the campaign to manual dial it works fine, i can also Manual dial from the auto campaign, but once i switch to predictive mode it just sits there.

Also after i switch it to manual mode, it seems that i can no longer switch it back to auto. Or rather in teh campaign configuration screen its set to 'Adapt-tapered" but the agent interface still shows the Manual mode.

any ideas?

[tblpidar]

[tblpidar]

I am using VicidialNow:

VERSION: 2.0.5-173
BUILD: 90320-0424

using Aretta NET SIP trunk

on a quad CPU 4GB RAM Box.

Everything worked flawlessly until all of a sudden all campaigns stopped making outbound calls for no apparent reason.

since i was dropped in the middle of this situation and dont have any prior experience with Vicidialnow i am not even sure where to find the logs, to help figure out what happened.

I am sort of stuck between a rock and a hard place here, since i am really limited by the deadlines and staff coming in to work.....so ANY advise or suggestion is VERY much appreciated.

Thank You In advance...

[gardo]

There are a number of reasons why that could have happened. Has someone changed the IP address of your VicidialNOW server? Have you rebooted the server and see if it dials again? On server boot, it runs maintenance scripts that helps your Vicidial system.

[williamconley]

if an agent logs in during "manual" mode and the campaign is changed to auto, the agent must log out and back in to see the change

when you change to "predictive" you may be invoking an algorythm that does not think you need to be dialing, try "ratio" until you've had more experience (it's a good test even if you HAVE lots of experience).

also be looking at your asterisk cli during the time these calls "stop" so you can tell what is going on (channel unavailable ... no attempted dials, all sorts of things are possible).

and THANK YOU for posting your configuration information!

[tblpidar]

Thank you for the replies.

According to the Tech that was troubleshooting the system he said that teh SQL databases were corrupted,a dn he ran some scripts to fix it allegedly. (He was charging $100 an hour)

Anyhow the real fix was a server reboot. Interestingly that's the first thing i did when the issue just occurred, but that did not resolve it, but when it was rebooted the second time a day later that fixed the issue.

Another one of the symptoms was a very heavy system load. If i went to Admin Interface >> Admin >> Servers the server load was something like 315 - 69% Which basically implies that the CPU was choking...and there were only 2 or 3 users logged in the system

Either way after a subsequent reboot and some alleged SQL table fixes everything works great again and my server load is somewhere about 25 - 2% now

anyway thank you all for replying, much appreciated.

[shmorgan]

I am having the same issue, I am running on a Vicidial Now build with an upgraded vicidial to 2.2.1-237 build 100510-2015.

When the campaign is on manual, everything works great, agents logs in hits dial and connects with customer.

Change the campaign to predictive per the manual and no calls.

Checked the Asterisk CLI and no activity at all other than the manager connections.

A check of the Realtime display, shows 1 agent waiting, 20 leads in the hopper, mode is adapt_tapered, order down.

What can I look at or watch to see what is happening in the background to kick off these calls. what process actually initiates the calls?

Do you guys have a troubleshooting guide for this issue?

[williamconley]

when you change to "predictive" (adapt) you may be invoking an algorithm that does not think you need to be dialing, try "ratio" until you've had more experience (it's a good test even if you HAVE lots of experience)

what is your dial prefix in the campaign?

the vicidial "screens" are available for viewing (screen --help) and the vicidial logs will contain the "logic" behind what is going on (/var/log/astguiclient)

[shmorgan]

The Prefix is set to 9.

Carrier Dial plan set to:
exten => _91NXXNXXXXXX,1,AGI(agi://127.0.0.1:4577/call_log)
exten => _91NXXNXXXXXX,n,Dial(sip/nycamtlsonus/890011${EXTEN:2},,Tor)

I see NO activity in the asterisk console.

[williamconley]

newbie check (sorry, but this often helps, and i'm sure you won't mind at all if it works!):

Did the agents log out and back in when you changed the campaign to Ratio?

Did the agents press the "resume" button?

Did the agent's status in the Real Time for this campaign change from "paused" to "ready"?

[shmorgan]

All good questions, and yes to all

The only odd thing I see so far is the number under MM::SS in the realtime display.

VICIDIAL: Agents Time On Calls Campaign: |TESTCAMP| 2010-05-27 23:42:40
+----------------+------------------------+-----------+-----------------+---------+------------+-------+------+------------------
| STATION | USER SHOW ID INFO | SESSIONID | STATUS PAUSE | MM:SS | CAMPAIGN | CALLS | HOLD | IN-GROUP
+----------------+------------------------+-----------+-----------------+---------+------------+-------+------+------------------
| 39998@default | agent 01 + | 8600051 | READY | 21250302:40 | TESTCAMP | 1 |
+----------------+------------------------+-----------+-----------------+---------+------------+-------+------+------------------
1 agents logged in on all servers
System Load Average: 0.08 0.02 0.01

[williamconley]

fresh install (recent)? recent upgrade?

has it EVER worked in autodial?

do you have a multi server setup? NTP between servers?

when is the last time you rebooted?

oh: and i gotta do this: (tradition)

when you post, please post your entire configuration including (but not limited to) your installation method, vicidial version and build, asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box.

Similar to This:
Vicibox X.X from .iso | Vicidial X.X.X Build XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation

this IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

[shmorgan]

Recent Install, recent upgrade, did not test predictive before the vicidial upgrade.

No multiserver, no NTP between servers, just rebooted the box.

Install was from Vicidial Now ISO Latest version.

Server: DL380G5 ,8 Gig Ram, etc...
Vicidial Version: 2.2.1-237 Build 100510-2015
Asterisk 1.2.30.2
No telephony Hardware, Using Sonus IP Switch
No Cluster, however agent are connected via Trixbox to Cisco Extensions.

Agent phone is setup as external, via dialplan connection to trixbox.

[williamconley]

agents log in and hear "you are the only person in this conference"

agents press "resume"

agents status is "paused" upon logging in and it changes to "ready" after they "resume"

campaign has "leads to be dialed"

hopper has leads in it

then we look at /var/log/astguiclient and see if the proper log shows "available" agents in the campaign and tries to dial

verify: dial 9 service is in use for manual dialing? (verify with the CLI in asterisk that the dial string is 91XXXXXXXXXX and then sent to the carrier as 1XXXXXXXXXX)

when you say manual dial works, are the leads being dialed by entering numbers manually or by dial next lead?

[shmorgan]

agents log in and hear "you are the only person in this conference" - Yes

agents press "resume" - YES

agents status is "paused" upon logging in and it changes to "ready" after they "resume" - YES

campaign has "leads to be dialed" - In the realtime I see Leads in Hopper: 20, but dialable leads is 0.

hopper has leads in it - Yes

then we look at /var/log/astguiclient and see if the proper log shows "available" agents in the campaign and tries to dial

verify: dial 9 service is in use for manual dialing? (verify with the CLI in asterisk that the dial string is 91XXXXXXXXXX and then sent to the carrier as 1XXXXXXXXXX)

when you say manual dial works, are the leads being dialed by entering numbers manually or by dial next lead? By Next lead with Alt Phone Dial and Preview turned on, works fine.

[williamconley]

Code: Select all

but dialable leads is 0

um ... you kinda gotta fix that (it won't dial with no dialable leads for some reason, i've asked them to fix that but they remain silent on the topic) LOL

[shmorgan]

Thanks a bunch, were do I start looking for this issue. Is this different than how manual dial works? Do you need me to post some of the VDadaptive log file?

[williamconley]

have you loaded leads?

do you have a list assigned to this campaign?

in this campaign do you have a "dial status" list that includes the present status's of the leads assigned to this campaign (NEW is good, if the leads are all NEW)

does this campaign have a "Time Constraint" that is stopping calls from being generated to prospects? (ie: if you have it set to 9AM to 5PM and all your leads are in time zones that are presently after 6PM, you will have NO leads available)

do you have a filter applied?

(TEST: set Local Call Time to 24 hours, remove any filters, include all dial status's)

[shmorgan]

Ok, just updated the campaign Set list order to Random, Set Dial Method to Adapt_tapered, it is setting the autodial level to 3.0 and will not allow me to set to 1.0. In the Realtime,

I have:
Dial Level: 30
Dialable Leads: 394
HopperLevel: 20
Leads in hopper:20
Filter: NONE
DIAL Method: adapt_tapered
Statuses: new
Order Random

One note: if I am testing this late at night, will the Latest Server Time be an issue? it is set to 2359. Local Call Time is set to 24 hours.

[shmorgan]

Current Status of System, Still no outgoing call attempts.

Real-Time All Campaigns Summary STOP | SLOW | GO + VIEW MORE SETTINGS REPORTS

TESTCAMP - Modify
DIAL LEVEL: 3.0 TRUNK SHORT/FILL: / 0 FILTER: NONE TIME: 2010-05-28 00:32:14
DIALABLE LEADS: 394 CALLS TODAY: 0 AVG AGENTS: 0 DIAL METHOD: ADAPT_TAPERED
HOPPER LEVEL: 20 DROPPED / ANSWERED: 0 / 0 DL DIFF: 0 STATUSES: NEW
LEADS IN HOPPER: 20 DROPPED PERCENT: 0% DIFF: 0.00% ORDER: RANDOM

NO LIVE CALLS WAITING
1 agents logged in 0 agents in calls 1 agents waiting 0 paused agents

TESTAUTO - Modify
DIAL LEVEL: 1 TRUNK SHORT/FILL: / 0 FILTER: NONE TIME: 2010-05-28 00:32:14
DIALABLE LEADS: 0 CALLS TODAY: 0 AVG AGENTS: 0 DIAL METHOD: RATIO
HOPPER LEVEL: 10 DROPPED / ANSWERED: 0 / 0 DL DIFF: 0 STATUSES: DROP, AFAX, B, AB, AA, CALLBK, A, NEW
LEADS IN HOPPER: 10 DROPPED PERCENT: 0% DIFF: 0.00% ORDER: UP RANK

NO LIVE CALLS WAITING NO AGENTS ON CALLS

2010-05-28 00:32:27|SERVER CALLS PER SECOND MAXIMUM SET TO: 100 |10||
2010-05-28 00:32:27|LIVE AGENTS LOGGED IN: 0 ACTIVE CALLS: 0|
2010-05-28 00:32:27| : agents: (READY: 0) dial_level: 0|
2010-05-28 00:32:27| : Calls to place: 0 (0 - 0 [0 + 0]) 0 |
2010-05-28 00:32:27|CAMPAIGN DIFFERENTIAL: 0 0 (0 - 0)|
2010-05-28 00:32:27|LOCAL TRUNK SHORTAGE: 0|0 (0 - 96)|
2010-05-28 00:32:27| : CALLING|
2010-05-28 00:32:29|SERVER CALLS PER SECOND MAXIMUM SET TO: 100 |10||
2010-05-28 00:32:29|LIVE AGENTS LOGGED IN: 0 ACTIVE CALLS: 0|
2010-05-28 00:32:29| : agents: (READY: 0) dial_level: 0|
2010-05-28 00:32:29| : Calls to place: 0 (0 - 0 [0 + 0]) 0 |
2010-05-28 00:32:29|CAMPAIGN DIFFERENTIAL: 0 0 (0 - 0)|
2010-05-28 00:32:29|LOCAL TRUNK SHORTAGE: 0|0 (0 - 96)|
2010-05-28 00:32:29| : CALLING|

[williamconley]

try ratio instead of adapt until you succeed and NEED adapt (and have a bunch of agents)

[shmorgan]

Still no luck. Do you know what happens and how the calles get initiated and by what script?

Real-Time All Campaigns Summary STOP | SLOW | GO + VIEW MORE SETTINGS REPORTS

TESTCAMP - Modify
DIAL LEVEL: 1 TRUNK SHORT/FILL: / 0 FILTER: NONE TIME: 2010-05-28 01:34:19
DIALABLE LEADS: 394 CALLS TODAY: 0 AVG AGENTS: 0 DIAL METHOD: RATIO
HOPPER LEVEL: 20 DROPPED / ANSWERED: 0 / 0 DL DIFF: 0 STATUSES: NEW
LEADS IN HOPPER: 20 DROPPED PERCENT: 0% DIFF: 0.00% ORDER: RANDOM

NO LIVE CALLS WAITING NO AGENTS ON CALLS

TESTAUTO - Modify
DIAL LEVEL: 1 TRUNK SHORT/FILL: / 0 FILTER: NONE TIME: 2010-05-28 01:34:19
DIALABLE LEADS: 0 CALLS TODAY: 0 AVG AGENTS: 0 DIAL METHOD: RATIO
HOPPER LEVEL: 10 DROPPED / ANSWERED: 0 / 0 DL DIFF: 0 STATUSES: DROP, AFAX, B, AB, AA, CALLBK, A, NEW
LEADS IN HOPPER: 10 DROPPED PERCENT: 0% DIFF: 0.00% ORDER: UP RANK

NO LIVE CALLS WAITING NO AGENTS ON CALLS

[gardo]

A screenshot of your realtime monitor page will help. Also the asterisk cli when dialing. Did you change the IP address of the server? Have you run: "update_server_ip" and restarted mysql?

[williamconley]

does the proper IP address show (the ip of this server) in all phone records, the server record, the conference records, the vicidial conference records and in the astguiclient record?

are all the screens running?

Code: Select all

screen -list

[shmorgan]

Yes to your first question. And to see If I broke something, I rebuilt my dev server completly from scratch using the ViciDial Now 1.3 CE iso. Setup the exact same extension, server defs, IP address, etc and still no predictive outdials.

Error: Unknown option --list
[root@asterisk002 ~]# screen -list
There are screens on:
2628.ASTfastlog (Detached)
2616.ASTlisten (Detached)
2622.ASTVDremote (Detached)
2613.ASTsend (Detached)
2467.asterisk (Detached)
2625.ASTVDadapt (Detached)
2610.ASTupdate (Detached)
2462.astshell (Detached)
2619.ASTVDauto (Detached)
9 Sockets in /var/run/screen/S-root.


[root@asterisk002 ~]# asterisk -rx "show version"
Asterisk 1.2.30.2 built by root @ vnowinc on a i686 running Linux on 2009-07-10 08:41:45 UTC
-- Remote UNIX connection

Vicidial Version:
VERSION: 2.0.5-174
BUILD: 90522-0506

Using the ViciDial GUI to log in the agent.

Extension for the agent is actually an extension on an external Trixbox PBX, I setup a sip trunk to connect the two boxes, and a dialplan rule to send the extension call to the Trixbox PBX and to the extension. This works fine.

The outbound dial trunk is a sip connection to another (different) Trixbox PBX that has all my Sonus Trunks defined. Manual dial calls work great over this connection.

So, to be clear, I am running on the unmodified base install of ViciDial NOW 1.3 CE, no upgrades, no yum updates, etc. Manual dial still works fine, I just can't seem to get it to start dialiing numbers with and agent logged in and unpaused.

[williamconley]

sorry the thread is too long (and apparently has someone else's stuff in it, too) and i don't have time to "read" so ...

is there ANY activity when autodial is engaged?
sip debug

[shmorgan]

Actually, no. Just to double check things, I nuked and paved the test box back to the base install of ViciDialNOW, and predictive dial started working again. I then followed the instructions on the Vicidial NOW web page to upgrade to 2.2.1-237 and all stopped working. I am wondering if there is a comp issue with the vicidial now GUI vs the new upgraded vicidial backend.

[shmorgan]

Did one more test, I used the 2.2.1-260 client gui and it worked fine. Soooo, there seems to be a comp issue with 2.2.1 backend with the Vicidial now front end.

[williamconley]

"front end"? "back end"?

the "special" agent gui in vicidialnow is not part of vicidial. it's pretty, but it's not the vicidial agent screen. it has not been upgraded and was not built on or included in the TRUNK for svn.

[shmorgan]

Understand, but is there an updated version of the VicidialNow GUI to go along with the 2.2 version?

[williamconley]

it has not been upgraded and was not built on or included in the TRUNK for svn.

not been upgraded. is not compatible with 2.2.X because it was built for 2.0.X and was not upgraded. will not work on 2.2.X until SOMEONE pays for it to be upgraded. discuss with the person who wrote it! there should (of course!) be notes in it leading to the author.