Inbound not routing to available agent

[oach]

Vitals of the machines:
We are using old versions of the software as we have our own layer built on top: VicidialNOW CE 1.3: Vicidial 2.0.5 1rc1 BUILD: 90522-0506, Asterisk 1.2.30.2 (http://vicidialnow.blogspot.com/2009/11 ... eased.html) across five servers (all HP G4p), no digium, no extra software (outside of what is bundled w/ VicidialNOW). Specs of a HP G4p: (2) Intel Xeon 3.6GHz CPUs 2MB L2 cache, 6GB ECC memory. These machines are dedicated machines that we have on site.

I am relatively new with this system and have scoured the forums for an answer to no avail. I realize we are on an older version but upgrading at this time is not an option for us.

The issue: I can see a call come into Asterisk (seems to be no errors) and I can see that I have an agent (myself testing) in the inbound queue. The problem is that the call just sits in the queue and never gets routed to the available agent. Instead, immediately, the "music" plays. I believe from my searching and poking around this is a setting (database?) that has been changed but I can't put my finger on it.

Thanks in advance!

[williamconley]

Thanks for posting your specs and admitting that you are using Very Old Software.

You'll need to verify that the call is landing in an InGroup that the logged in agent has in their allowed ingroups list (or perhaps more accurately, that the agent is listed in the Ingroup as being allowed to accept calls for it ...). Additionally, the Campaign must also have this ingroup allowed under Detail View. And finally the agent must actually have chosen this ingroup during login to get calls from it.

If all these things are true ... then you'll need to tell me what else might be going on in the dialer (test this with no other activity and see if it works ...).

Of course, you can also download the Vicidial Manager's Manual for the version you are using and walk through the setup for an Inbound Call (InGroups setup). This may resolve your issue without further waiting around for answers (and it's what the Manual is for ... to avoid having us list all the inbound setup options all the time ...). Check it out (free and paid versions available, I highly recommend the Paid version even though the Ingroup setup is in the free one ...).

And seriously consider switching to the latest version. You may find that it has everything that was added to your custom version ... only with even more additions. Vicibox 4.0 is an excellent installer and Vicidial 2.6 has a lot more features than 2.0 did.