off-hook agents disconnected when caller hangs up

All installation and configuration problems and questions

Moderators: gerski, enjay, williamconley, Op3r, Staydog, gardo, mflorell, MJCoate, mcargile, Kumba, Michael_N

off-hook agents disconnected when caller hangs up

Postby tarikzz » Fri Jun 15, 2018 6:11 am

Hello,

When our agents log in, they are called by the system and they wait for the calls.
Everything goes smoothly most of the time : the agent transfer the caller to an external number with a blind transfer, and then, the agent gets another call.

Main problem is : when the agent hangs up OR the client hangs up, the phone of the agent is disconnected by the system, in almost all cases (i would say 95%).
Then the agent has to log again, which make us lose a lot of time cause the bandwidth is limited and vicidial.php takes sometimes several dozen of seconds to load.

Second problem : how to re-log without reloading vicidial.php, how to simply make a "call agent again" link, or automatically re-call an agent if his phone is hung up.

Note : when the phone of the agent get disconnected, at that moment the system does not seem to be aware that the agent is not on the phone anymore : while i'm listening to an agent who got disconnected, i can see that the system keeps sending calls to the agent, altough his phone is disconnected. So the caller is alone in a conference room, with no one to talk to.

I know my Vicidial is not updated but i'm kind of stuck with it, as a lot of modificatinos has been done on the interface to fit our needs ...


Thank you.

Vicidial-2.9.441a-140612.1628.2.go | Asterisk 1.8.23.0-1_centos5.go RPM |CentOS release 5.11
10 off-hook agents.
Linux vicibox8 4.4.140-62-default #1 SMP Tue Jul 17 12:14:34 UTC 2018 (951943d) x86_64 x86_64 x86_64 GNU/Linux
Asterisk 11.25.3-vici
Maria DB 10.2.16-MariaDB-log. Apache/2.4.23 (Linux/SUSE) PHP 5.5.14
RAM 32G
CPU x8 3.50GHz
tarikzz
 
Posts: 22
Joined: Sun Apr 15, 2018 8:02 am

Re: off-hook agents disconnected when caller hangs up

Postby mflorell » Fri Jun 15, 2018 7:40 am

It looks like you're using GoAutoDial, which hasn't been updated in over 4 years.

I would recommend upgrading to the most recent svn/trunk(last updated this week). We've fixed A LOT of bugs and added hundreds of new features in the last 4 years.
mflorell
Site Admin
 
Posts: 18335
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: off-hook agents disconnected when caller hangs up

Postby tarikzz » Tue Aug 14, 2018 3:57 am

Hello,

Just installed vicibox 8.0.1 and the disconnection agent problem seems to be totally fixed.

Thank you
Linux vicibox8 4.4.140-62-default #1 SMP Tue Jul 17 12:14:34 UTC 2018 (951943d) x86_64 x86_64 x86_64 GNU/Linux
Asterisk 11.25.3-vici
Maria DB 10.2.16-MariaDB-log. Apache/2.4.23 (Linux/SUSE) PHP 5.5.14
RAM 32G
CPU x8 3.50GHz
tarikzz
 
Posts: 22
Joined: Sun Apr 15, 2018 8:02 am

Re: off-hook agents disconnected when caller hangs up

Postby mflorell » Tue Aug 14, 2018 5:06 am

Thanks for the followup post!
mflorell
Site Admin
 
Posts: 18335
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida


Return to Support

Who is online

Users browsing this forum: No registered users and 77 guests