Total calls and dropped calls and hangup reason

[ivschakravarthi]

Hello,

Vicidial 2.2.1 ,asterisk 1.4.15,single server, Centos5.5 is my configuration

Here is my inbound reoport.

Total calls taken in to this In group:3800
Answered calls :2300
Calls taken in to IVR for this In group: 0
Total drop calls :1300
2300+1300=3600 which is 200 calls short than the actual count 3800.

In call hangup reason stats report,i have a count of 200 calls with Hangup Reason NONE
As per my analysis,Hangup reason NONE will be coming ,if the agent is hanging up the call in xlite instead of on agent interface and those are answered calls only.
What ever the hangup reason,but these calls should be accounted in the total count of answered calls.But it is not?

why those calls NONE calls are not accounting into the Answered calls count?

[williamconley]

1) Welcome to the Party!

2) I see you are trying to post your specifications, but you fell short a wee bit so I'll give you the full description of how to properly do so:

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. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

3) When your agent terminate the session and web page without the Vicidial scripts terminating the call, the end of the call script never occurs. I'll give you one guess where all the statistical log entries are made ... (after all, it's not like we can store the length of the call in the log when it begins, right? nor the disposition, right? That being said, the script the is run when the agent presses "Hangup customer" on the agent screen causes the process of storing log entries to begin. There are other initiators (such as transferring the call, etc), but the termination of the web page and soft phone hang up do not "start" a script, they express stop one from being started. So ... you'll need to train the agents to use that "hangup customer" button to resolve this immediately.

4) If you upgrade, there are some improvements in the capture of this data in different scenarios, of course. You are using a fairly old version.

5) Once you have upgraded and experimented ... if your agents can still "break" the logging features, you should seriously consider sponsoring the fix of the bug if it annoys you. Any situation Can be fixed (even the loss of power at an agent workstation CAN still be properly logged, if someone is willing to pay for detection and resolution ...). In which case you would document the exact nature of the failure and post it on the Vicidial Issue Tracker (and / or pay a technician to resolve the issue and provide a DIFF to The Vicidial Group that will resolve the issue after you've tested the solution you paid for!). But remember: You are using a version that it two generations old (2.4 is released and 2.6 is the new developer trunk and you are still on 2.2!). So fixing it in your version is highly unlikely. Upgrade!

[ivschakravarthi]

Hello william,
Upgrading a production server is a big thing as we need to look over the possibilities of down time .
As you suggested i insisted my agents to hangup the customer properly and but i am still receiving the calls with HANGUP cause NONE

I looked over into the vicidial_closer_log table for the calls with hang up reason NONE and found the below observations.
Start_epoch is there and end_epoch and length_in_sec were NULL
status is QUEUE
user is VDCL
processed is N
queue_seconds is 0.00
user_group is NULL
term_reason is NONE
agent_only is empty field
queue_position is 12

Hope with the above information you can guide me.

Regards,
Chak

[williamconley]

check the asterisk cli output to see what happened when they dialed. asterisk also stores this in the /var/log/asterisk folder based on the settings in /etc/asterisk/logger.conf

troubleshoot ONE and you'll likely find the solution for all.