Call Rejected: Congestion 38

[porpoise3]

Could anyone assist me in letting me know what this means?

Call Rejected: Congestion 38

This happened when an Agent tried to Manual Dial a customer.

Thanks in advance!

[mflorell]

That's a new feature in 2.2.0.

When a manual dial call is immediately terminated without any ring time the agent will see a message telling them the carrier reason for terminating the call so they can disposition the call accordingly.

[williamconley]

cool feature.

and congestion means your dialer was unable to make the call. the question is WHY. probably in your campaign settings somewhere.

list the lines of the asterisk CLI that occur when that message comes up.

one of the lines will likely have the word congestion on it. the line or lines before will likely contain the REASON for the congestion.

[aouyar]

A client was complaining, because when a manual dial call was hangup immediately the agent does not have any way of identifying the hangup cause (Ex. disconnected number, congestion, etc.). With this change in 2.2 the agents can now identify the hangup cause correctly and disposition the call correctly on manual dial.

But the client is now complaining because the hangup cause messages are not user friendly. I am planning to add a simple dictionary to vicidial.php to map the most common cause code to more user friendly messages. I will be working for a patch in a few days and I will post it to Mantis as soon as I have a working solution.

Matt, would you consider including this in 2.2 and 2.4? Do you have any recommendations for the implementation?

[gardo]

Good idea. This would make it more user friendly.

[aouyar]

The call center agents have difficulty interpretting the numeric hangup cause code; therefore it is highly desirable to display the hangup cause code description together with the numeric code.

I've just posted a patch on Mantis for for displaying the hangup cause code description in addition the numeric code:
http://www.vicidial.org/VICIDIALmantis/view.php?id=329

The Agent Interface version 2.2.0 r1389, displays the following message for a manual dial call to an unassigned number:

DIAL ALERT:
Call Rejected: CONGESTION

With the patches applied, the following message is displayed:

DIAL ALERT:
Call Rejected: CONGESTION
Cause: 1 - Unassigned Number.

I would be glad if the patches could accepted to 2.2.0 and Trunk.

[aouyar]

Matt has committed this patch to 2.2.0 in revision 1391.

Thanks Matt