Agents Get Multiple Calls with Hotkeys On

[jerryriggin]

Agents that have hotkeys turned on are sent as many calls as the autodial level for the campaign. If autodial level is set to 3, they are sent 3 simultaneous calls. "Available Tally Only" is set to "Y".

There seems to be a disconnect with the vicidial_auto_calls table -- I see the calls reoccurring for hours in astguiclient/vdautodial log:
dead call vac XFERd do nothing|13011386|5187294557|XFER||

We recreated the issue with 1 agent autodialing an IVR and I captured database from
select * from live_sip_channels;
select * from vicidial_auto_calls;
select * from vicidial_live_agents;

live_sip_channels: (note: all leads contained the same test phone_number)
channel server_ip channel_group extension channel_data
SIP/9717-00000031 127.0.0.1 8600051 8600051|F
Local/612133423050@default-426d,1 127.0.0.1 ring SIP/ring
Local/612133423050@default-aef5,1 127.0.0.1 ring SIP/ring
Local/612133423050@default-aef5,2 127.0.0.1 flowroute/12133423050 SIP/flowroute/12133423050||To
Local/612133423050@default-426d,2 127.0.0.1 flowroute/12133423050 SIP/flowroute/12133423050||To

vicidial_auto_calls:
auto_call_id server_ip campaign_id status lead_id uniqueid caller_id channel phone_code phone_number call_time call_type stage last_update_time alt_dial queue_priority agent_only agent_grab queue_position extension agent_grap_extension
48 127.0.0.1 ITTEST SENT 12509224 V4192108000012509224 1 2133423050 4/19/2012 21:08 OUT START 4/19/2012 21:08 NONE 50 1
47 127.0.0.1 ITTEST SENT 12509223 V4192108000012509223 1 2133423050 4/19/2012 21:08 OUT START 4/19/2012 21:08 NONE 50 1

vicidial_live_agents had the agent status as "READY" but I fired off those queries all at once when he was live on both calls. Maybe I should have waited a few seconds.

The dialer runs as expected until an agent turns on hotkeys, then he gets multiple calls.
Has anyone ever seen this? I am unsure of where to look next. What other info is needed to debug this?

System installed from ISO
Config: All-In-One
Linux version 2.6.34.10-0.6-pae (geeko@buildhost) (gcc version 4.5.0 20100604 [gcc-4_5-branch revision 160292] (SUSE Linux) ) #1 SMP 2011-12-13 18:27:38 +0100
Asterisk 1.4.39.2-vici
From GUI screen: Vicidial VERSION: 2.4-364a BUILD: 120409-1136
From /etc/vicibox-version: ViciBox Redux v.3.1.15 release
From /etc/init.d/vicidial: ZAP_MOD=wanpipe_voicetime
MySQL 5.1.57

[mflorell]

I just tried to duplicate this on a machine with the same versions and the settings that you mentioned and I was unable despite trying several different scenarios.

I would suggest looking at the network or workstation to see if there are any issues, including the use of a network proxy or bandwidth optimizer plugin installed.

[jerryriggin]

Thanks, Matt.

The network checks out clean with a few miliseconds latency and practically no jitter. It does seem to happen less with Firefox 8 than Firefox 11 or Chrome.

I wonder if it could be a factor that I imported vicidial_campaigns, vicidial_lists, vicidial_list, and vicidial campaign_statuses from an osdial system. I did not import hotkeys. I'm pretty familiar with both databases, and thay are very similar, but you you tink of anything that there that might cause this?

[GaD]

I have had this happen to me in my center but very few times. I have not been able to norrow down what causes the problem. In my case I've used firefox 2.x (we have some low-end thinstations that can't handle much load of the newer versions of FF) and in Term. Servers with Firefox 4 or so... Dunno were to start looking, but again It happens twice a day in a group of 15 agents with Hotkeys active....

[omarrodriguezt]

I'm having same issue here
Vicidial :
Version: 2.6b0.5
SVN Version: 1881
DB Schema Version: 1334
DB Schema Update Date: 2012-11-26 15:07:39
Auto User-add Value: 101
Install Date: 2012-11-26

Server Specs
1 TB 7200 RPM Sata-Motor
2.4 Ghz Xeon 3400 Quad-Core
8 GB DDR3 ECC-UDIMM

This is a chart showing today stats: http://picpaste.com/2012-12-18_174428.png

[omarrodriguezt]

It looks like synchronization issue.
The steps we did it for fixed it were:
Make sure that the vicidial server is being sync with an NTP server.
Make sure that the Windows Domain server is being sync with the same NTP server of the dialer
Make sure that all the agents workstations are being updated by the the Windows Domain server.
Finally, make sure that the servers and agents workstations has the same hour/minute/seconds.

Vicidial Team, It would be a good idea if we can create a troubleshooting wiki for issues like this.

[williamconley]

actually, that is what this forum is for.

[omarrodriguezt]

Well, if we can put all the issues related to agent getting multiples calls together, with a troubleshooting, can be a easy way for newbies.
Anyway, we will continue using the forum.

[williamconley]

If we did that, we'd have to maintain everything in two places. Wait! Are you volunteering? cuz that could be arranged ... seriously ...

[omarrodriguezt]

William, I was thinking in something like this:
http://wiki.vicidial.org/index.php/VICI:Troubleshooting

[williamconley]

So there is the location ... now where is the content? I see you volunteered to collect all this information but you have not posted it and formatted it ... (Or did I misunderstand and you did not really mean to volunteer? ) If you did ... post your version of what you believe belongs in a comprehensive troubleshooting entry for multiple calls. Of course, you would need to make regular revisions and additions as new items come up ... but since you'll be using Vicidial for many more years that should not be a problem ...

[omarrodriguezt]

I have my own troubleshooting guide, and I don't have any problem to share it with the community. Matt, is there any way we can have access to write on http://wiki.vicidial.org/index.php/VICI:Troubleshooting?

[mflorell]

I think we will have to set up an account for you. The wiki software does a horrible job of protecting against spam so we locked it down. Just send an email to support@vicidial.com and we will set you up a login for the wiki.

[omarrodriguezt]

Thank you Matt

[omarrodriguezt]

FYI:
http://wiki.vicidial.org/index.php/VICI ... o_an_agent