agent automatically pauses after inbound call

[rsaaris]

I have a problem with inbound agents automatically pausing after an inbound call. Like 1/5 of calls causes agent to recieve "AGENT ALERT!" message and prompts the pause code screen. This happens when agent puts the "Alt phone dial" option on. It doesen't matter if the agent uses normal phones or on-hook phones. Or if the call comes from SIP trunk of from E1.

We need to use this option because this enables us to log disposition time while agent does after call work. Could this be some known bug? My build and version info are in signature.

Edit: And the "Agent Pause After Each Call:" is disabled.

[williamconley]

Has this been the case always? Or is this a recent development?

Have you made any changes to your system? (Upgrade ... methodology) If so, do any of those changes coincide with this issue? (You did imply that "alt-phone-dial" may have coincided, but you did not specify ... and it would be best if you turned it off for a little while to ensure that the problem "goes away" and comes back when you reactivate the feature ...).

Have you customized your agent screen at all?

If you have not upgraded recently, and you can reproduce the problem with the alt-phone-dial change, I recommend you upgrade to the latest SVN to see if this resolves the bug. If not, then post a ticket in the issue tracker at the top of this page. And post a link to it here.

[rsaaris]

I haven't made any modifications to vicidial files, agent screen or anything else. Only some modifications to the asterisk extension.conf. But those are plain extensions for outbound calling through E1.

I disabled the "alt-phone-dial" and the problem went away. But that also disables the disposition status timer that we need for our billing system. Probably just have to upgrade to newest version. We'll se if that helps to this matter. If not, I'll post the ticket to issue tracker.

[williamconley]

if that actually does resolve your issue (but remove functionality you require), I would definitely recommend upgrading. After the upgrade if the problem persists, create a Vicidial Issue Tracker for the item and paste a link here. After all, bugs are normal.