Autodialer not dialing [resolved]

[mjmillr2]

Hi,

I'm relatively new to vicidial and I'm having some problems with the autodialer. If I have a campaign set to manual dial, it seems to work fine. The agent presses the dial next button and places a call to the lead. I can also manually dial the phone to make calls outside of vicidial. However when I set the campaign to auto dial it just sits there and doesn't seem to even attempt any calls. From looking around on the forum I've found some other posts with similar problems, but I didn't find anything that helped. Here is some server/config items that were mentioned / requested there.

VicidialNow 1.3 installation, upgraded to vicidial 2.2.1-237 BUILD: 100510-2015
Asterisk version 1.4.21.2
Sangoma U100 2port USBFxo device

Code: Select all

Campaign:
--------
Dial Method: ADAPT_TAPERED
Auto Dial Level: 3.0
Drop %: 3
Max Adapt Level 3
Latest Server Time: 2100
Adapt Intensity Modifier: 0


The asterisk CLI does not show anything ther than connecting to the agent phone. There are leads in the hopper. There is an agent logged into the campaign

Code: Select all

select * from vicidial_live_agents
live_agent_id    user    server_ip    conf_exten    extension    status    lead_id    campaign_id    uniqueid    callerid    channel    random_id    last_call_time    last_update_time    last_call_finish    closer_campaigns    call_server_ip    user_level    comments    campaign_weight    calls_today    external_hangup    external_status    external_pause    external_dial    external_ingroups    external_blended    external_igb_set_user    external_update_fields    external_update_fields_data    external_timer_action    external_timer_action_message    external_timer_action_seconds    agent_log_id    last_state_change    agent_territories    outbound_autodial    manager_ingroup_set
22    mjm    172.25.2.64    8600051    SIP/cc101    READY    0    AUTODIAL    0              14223551    2010-08-27 14:55:13    2010-08-27 15:03:33    2010-08-27 14:55:13         NULL    1         8    0                        NULL    0         0                   -1    0    NULL    NULL    N    N


Code: Select all

# screen -r
There are several suitable screens on:
        2725.ASTlisten  (Detached)
        19905.ASTVDauto (Detached)
        2731.ASTVDremote        (Detached)
        2466.ASTfastlog (Detached)
        23638.ASTVDadapt        (Detached)
        2722.ASTsend    (Detached)
        2511.astshell20100826181416     (Detached)
        2516.asterisk   (Detached)
        2719.ASTupdate  (Detached)
Type "screen [-d] -r [pid.]tty.host" to resume one of them.


Code: Select all

# screen -r 2728.ASTVDauto

loop counter: |5759965|
TIME DEBUG: -6.00|-5|1|   GMT: 20:30
2010-08-27 15:30:31|SERVER CALLS PER SECOND MAXIMUM SET TO: 100 |10||
2010-08-27 15:30:31|LIVE AGENTS LOGGED IN: 0   ACTIVE CALLS: 0|
2010-08-27 15:30:31| : agents:  (READY: 0)    dial_level: 0|
2010-08-27 15:30:31| : Calls to place: 0 (0 - 0 [0 + 0]) 0 |
2010-08-27 15:30:31|CAMPAIGN DIFFERENTIAL: 0   0   (0 - 0)|
2010-08-27 15:30:31|LOCAL TRUNK SHORTAGE: 0|0  (0 - 96)|
2010-08-27 15:30:31| : CALLING|
TIME DEBUG: -6.00|-5|1|   GMT: 20:30


(I'm confused by the Live Agents Logged in:0 line since there is an agent logged in.)


If anyone has any ideas or suggestions as to why it does not seem to be making calls in autodial mode I would appreciate it.

thanks,
-Mike

[williamconley]

when you changed from "manual" to "auto" ... did your agent log out and back in?

does your agent have "resume" and "pause" available on their screen?

did your agent press "resume"?

in the "real time" screen, does your agent appear as "READY"?

I realize that you probably don't have multiple systems or a cluster, but please add "single server" to your description so we can be sure and inform us as to whether there is any other software installed on this box (anything that was not from the .iso installation).

[mjmillr2]

Yes, the agent logged out and back in. I also tried setting up a brand new autodial campaign.

The agent does have the pause and resume buttons. (starts off with resume as the only clickable button, agent clicks that and pause becomes clickable.)

The agent does show as ready, waiting for call > 5 min from the real time screen.

And you were correct, it is single server, no additional software. Sorry for omitting that.

Thanks,
-Mike

[williamconley]

have you changed your IP address after your installation?

you'll need to check your astguiclient logs (/var/log/astguiclient) and find out why it either doesn't think there are any agents logged in or can't make the calls. the "logic" of the dialer is shown in those logs.

does your real time screen show leads in the hopper? does it show any calls ringing?

also, please describe the version of Vici that WAS in your system compared to what is there now, and your method of "UPGRADE"

[mjmillr2]

The IP address is not the default IP address if that is what you are asking. I changed it right after installing. I did run the update_server_ip script.

Is there anything in particular I should be looking at in the log files, or any log I should focus on? I glanced through the ones that were modified recently but didn't see any errors or messages about no agents, or leads.

My original version of vicidial was whatever came with vicidial now 1.3 iso. I upgraded following the instructions on the blog 2010/04/how-to-update-your-vicidialnow-to.html (sorry, it won't let me post urls.)

Here's the relevent section from the real time campaign summary

Code: Select all

AUTODIAL   -   Modify
DIAL LEVEL:     3.000       TRUNK SHORT/FILL:     / 0        FILTER:     NONE      TIME:      2010-08-27 17:07:16
  MAX LEVEL:     3.0      DROPPED MAX:     3%       TARGET DIFF:     0        INTENSITY:     0   
DIAL TIMEOUT:     60     TAPER TIME:     2100     LOCAL TIME:     24hours     AVAIL ONLY:     N 
DIALABLE LEADS:     6        CALLS TODAY:     0        AVG AGENTS:     0        DIAL METHOD:     ADAPT_TAPERED   
HOPPER LEVEL:     1        DROPPED / ANSWERED:     0 / 0      DL DIFF:     0        STATUSES:     NEW   
LEADS IN HOPPER:     1        DROPPED PERCENT:     0%       DIFF:     0.00%        ORDER:     UP   
NO LIVE CALLS WAITING
1 agents logged in         0 agents in calls        1 agents waiting       0 paused agents 


[williamconley]

depending on the version from/to, you may have needed to update your sql tables. there is an "upgrade" document in the version of vicdial that you downloaded (named, oddly enough: 'UPGRADE'). read through it (/usr/src/astguiclient ... somewhere, depending on your method of download). make sure you really covered all the bases. that document IS the final word on upgrading to the version you have just downloaded, without regard for a blog.

there may be nothing wrong with your upgrade, but then again ...

[mjmillr2]

I think I figured out the problem.

I upgraded to vicidial 2.2 as I mentioned, following the instructions on the vicidialnow-blogspot-com site. One thing that didn't get updated, was the link on the vicidial now index page to the agent login. It was still pointing to the old agent interface, version 2.0.5. That version does not appear to have the logic for the outbound_autodial column on the vicidial_live_agents table. The default value of that column is N so the agents were not allowed to dial out.

When I updated the agent link to point to the version 2.2 code everything seems to work fine. It is possible that I manually changed link to point to the old version since it has the vicidialnow skinning which I like a lot better.

Thanks for your help.
-Mike

[williamconley]

excellent post. thanks for listing your solution with details