vicidial.org

by **Chris Stone** » Sun Jan 30, 2011 7:00 am

We have a new asterisk/vicidial 60 seat call centre.

We have a lot of issues where an outbound call is connected but the teleagent cannot hear the customer.

If you manual dial the number a few minutes later you can connect fine and hear the customer so it isn't an answerphone issue.

Any ideas ?

by **williamconley** » Sun Jan 30, 2011 10:24 am

probably overloaded your server. but since you have neither posted your system configuration nor installation method and vicidial version with build ... it's kinda hard to say. it could also be helpful if you posted CLI output from a failed call and/or /var/log/astguiclient log output. May also be useful to post your server load levels (from top, htop ... or any of several other sources)

So ... let's start here:

when you post, please post your entire configuration including (but not limited to) your installation method and vicidial version with build.

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)

You should also post: 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. If your installation method is "from scratch" you must post your operating system and should also post the .iso version from which you installed your original operating system.

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

by **sayantandas** » Thu Aug 09, 2012 12:50 am

We have a new asterisk/vicidial 60 seat call centre.

We have a lot of issues where an outbound call is connected but the teleagent cannot hear the customer.

by **williamconley** » Thu Aug 09, 2012 2:04 pm

your statement that you are facing "the same issue" and the "softphones are fine" does not exactly qualify as a good description of the situation. perhaps you should try describing your situation in greater detail.

and (just to be funny) turn off your firewall and test! LOL

by **sayantandas** » Sat Aug 11, 2012 2:55 am

williamconley wrote:your statement that you are facing "the same issue" and the "softphones are fine" does not exactly qualify as a good description of the situation. perhaps you should try describing your situation in greater detail.

and (just to be funny) turn off your firewall and test! LOL

i completely agree. my mistake. apologies.

i just finished installing a 25 seater call center with the above server descriptions. the problem is that when the agents start dialing, customers can hear the agents but the agents cannot hear the customers . this is happening for both manual and auto dials.

the internet is fine. its a leased line . the agents are currently dialing from an old astral setup
in the same office.

by **williamconley** » Sat Aug 11, 2012 12:37 pm

invariably one way sound is firewall related. if you have a private network and a router you'll need to make changes in the router (port 5060 UDP and port range 10000-25000 UDP should be forwarded to the server in question or 10000-25000 should be set up as being triggered by 5060). if you have an external ip address, you may need to make iptables changes and add your carrier as an always allowed exception for UDP.

by **sayantandas** » Mon Aug 13, 2012 12:03 pm

williamconley wrote:invariably one way sound is firewall related. if you have a private network and a router you'll need to make changes in the router (port 5060 UDP and port range 10000-25000 UDP should be forwarded to the server in question or 10000-25000 should be set up as being triggered by 5060). if you have an external ip address, you may need to make iptables changes and add your carrier as an always allowed exception for UDP.

i added the firewall... now, i get this weird message

Code: Select all: Got SIP response 603 "Declined" back from 1xx.1xx.x00.xx -- SIP/xxxx-00000013 is busy == Everyone is busy/congested at this time (1:1/0/0)

my dialplan for UK is

Code: Select all: exten => _88X.,1,AGI(agi://127.0.0.1:4577/call_log) exten => _88X.,2,Dial(SIP/${EXTEN:2}@xxxx|18|tTor) exten => _88X.,3,Hangup

by **williamconley** » Mon Aug 13, 2012 8:36 pm

did you forget to pay the phone bill? they are declining the call.

by **sayantandas** » Wed Aug 15, 2012 11:17 am

williamconley wrote:invariably one way sound is firewall related. if you have a private network and a router you'll need to make changes in the router (port 5060 UDP and port range 10000-25000 UDP should be forwarded to the server in question or 10000-25000 should be set up as being triggered by 5060). if you have an external ip address, you may need to make iptables changes and add your carrier as an always allowed exception for UDP.

by **williamconley** » Fri Apr 19, 2013 11:22 pm

when you say "firewall off", do you mean the firewall in the vicidial server or an external firewall?

next question: If you have an external firewall, it generally resides in a "router". if you have a router between your vicidial server and "the net", you can't actually "turn off" the firewall since there is still a router segregating the local/private network from the internet. so "turning off" the firewall may not be the best description. also, this brings up a few other points: If you have a private IP on your vicidial server, your router must decide which packets go to the vicidial server and which packets go to the other dialer. if you modified the router in any way (ie: port forwarding of any sort) to "make the other dialer work", that change is likely what is stopping vicidial from working (as something required is pointed to the other dialer!).

additionally, a private IP can often add the requirement of "externip=xxx.xxx.xxx.xxx" where xxx.xxx.xxx.xxx represents the IP on the outside of the router. this value must be added to the "sip.conf" file in many situations where there is a private IP.

and just to be clear: your statement that there is another functional dialer on the network somehow implies that there is no firewall active is not a good logical assertion at all. functional dialer does not mean "no firewall". while you may be thinking "the other dialer works, so there must not be anything wrong with my network" which is almost valid, but does not imply "no firewall", just "no flaw". and it still overlooks the possibility that the firewall is directing traffic to one dialer that the other dialer needs ... so instead of being "proof everything is ok", the other dialer could actually be the problem. an interesting experiment would be to change the vicidial server's IP to the same IP of the working dialer (after shutting down the other dialer, of course, to avoid interference) and running the admin update server ip script so vicidial will run on the new local ip properly. if that allows vicidial to get sound, then the router is likely configured to point ports 10000-25000UDP to the private IP of the other dialer and won't allow "sound" to vicidial. (had that happen several times over the years when the person who originally set everything up ... left .. and no one still at the company had any idea how it was originally set up).

vicidial.org

Outbound Calls connect but agent cannot hear customer

Outbound Calls connect but agent cannot hear customer

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Re: Outbound Calls connect but agent cannot hear customer

Re: Outbound Calls connect but agent cannot hear customer

Re: Outbound Calls connect but agent cannot hear customer

Re: Outbound Calls connect but agent cannot hear customer

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Re: Outbound Calls connect but agent cannot hear customer

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