Inbound Call Randomly Disconnects

[ctc_olsen]

I looked everywhere for a similar issue but I cannot find anything. Inbound is working fine but calls are reported to auto hangup/disconnects, usually, this is only around 0-5 seconds. Since this problem is intermittent, it is difficult for us to figure this out or where to start looking. What I did was running asterisk -vvvvvvr, wait for a call auto disconnect, copied and pasted the logs to excel, then searched for the number.

Where should I start looking first?

[williamconley]

Server load. Use another carrier (if the new carrier does NOT have the problem, obviously the problem is your existing carrier ... if the problem persists, it's time to debug!).

Also: VMware!!! Generally this is a nono especially when you have multiple phone calls on the same machine. It may be time to switch to a physical server.

[ctc_olsen]

Thanks William. Since we have both outbound and inbound here, it could be possible that the callers just want to hear agents voice when they dialed the DID. Maybe out of curiousity.

In this case, is there any quick way to check a call if the disconnect reason is due to the caller hanging up or a server config issue or line?

[williamconley]

you can check the debug logs but ordinarily the vicidial system, as I understand it, will consider agent hangup for anything initiated by the agent in the agent screen and anything else will be considered caller hangup. your logs may show you 'lost contact' instead of "hangup remotely", but you'd have to break a few calls to verify it if you don't find a smoking gun in one of your logs.

i would say, however, that breaking your internet connection after hours as a test (to simulate loss of carrier connectivity) would work. but i wouldn't expect that to be the issue unless All Calls drop at the same time.

[ctc_olsen]

i would say, however, that breaking your internet connection after hours as a test (to simulate loss of carrier connectivity) would work. but i wouldn't expect that to be the issue unless All Calls drop at the same time.

Yes, it's intermittent. And it's only one call at a time that disconnects. I just tested more than 10 test calls earlier and everything is working as it should be. Tried to check CLI but since there are around 10 agents dialing simultaneously, I had a tough task ahead of me in looking for the exact call to trace.

I guess my question is, Is it possible that these are callers that are just curious, dialed the DID and just want to hear the person on the other end? We have a welcome message that says the company name but still, I can picture out my self doing this. LOL.

[williamconley]

Call one back and ask? (Apologize for missing their call and ask what you can do for them)

[ctc_olsen]

Thanks for the help William. We rolled back to the previous version. Apparently, we got too many issues with the upgraded version including a 3 way conference call disconnection.

[williamconley]

In that case, I would think you had a flaw in your upgrade process. We've never had a problem with an upgrade (except when there was actually a Bug in it ... which is usually apparent when several people complain of the same problem at the same time! does not happen often!).