InGroup with OnHook and customer_phone as CID not working

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InGroup with OnHook and customer_phone as CID not working

Postby GaD » Fri Jun 17, 2022 8:28 am

Hello everyone

I am currently experiencing some issues with inbound campaigns that have On-Hook agents in Vicidial. I am selecting the option that the On-Hook CID be CUSTOMER_PHONE. It happens that when the call comes in it rings the agent's phone but when the agent picks up the call it hangs up after a few seconds. I do not even hear the Agent Alert telling the agent what ingroup the call is coming from. I've tried several options and only RA_AGENT_PHONE seems to work, all other will just hang up the call after close to three seconds. Not sure what may be causing the issue. The logs are not saying much. I've looked into the agi log and I can't figure it out.

Here is my setup:
Vici version: 2.14-858a | Build: 220513-0819 | SVN Version: 3604 | DB Schema: 1661 | Asterisk version: 13.38.2-vici
GaD
 
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Re: InGroup with OnHook and customer_phone as CID not workin

Postby williamconley » Fri Jun 17, 2022 5:17 pm

1) Note that you have specified when the customer_phone as CID, but not mentioned at all whether that setting is related to the problem. Does the problem occur when you have NOT set the customer phone as the CID?

2) Are the agent phones Vicidial/Asterisk SIP phones, or external phones such as Cell phones?

3) Does CLI output in asterisk show an error for this recording? (which would kill the call, of course).
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Re: InGroup with OnHook and customer_phone as CID not workin

Postby GaD » Sun Jun 19, 2022 1:27 pm

When I use the GENERIC and the RA_AGENT_PHONE seetings in the On-Hook CID field of the Ingroup, it works, but when I chose the CUSTOMER_PHONE, CUSTOMER_PHONE_RINGAGENT and CUSTOMER_PHONE_INGROUP. Now that I recall, I'm not sure what happens when I chose the INGROUP option.

I am using a locally installed Viciphone and I've also used a softphone as well.

The CLI output of asterisk does vary some. It changes when it hangs up the call:
CUSTOMER_PHONE:
Code: Select all
[Jun 18 10:17:38] VERBOSE[21970][C-0000022d] res_agi.c: <Local/010*128*000*061*2001@default-00000112;1>AGI Script agi-VDAD_local_optimize.agi completed, returning 0
[Jun 18 10:17:38] VERBOSE[21970][C-0000022d] pbx.c: Executing [138331*78*Y6181017120000000079*mafren*2001@default:2] Wait("Local/010*128*000*061*2001@default-00000112;1", "2") in new stack
[Jun 18 10:17:38] VERBOSE[21973][C-0000022c] res_rtp_asterisk.c: 0x7feda802ac80 -- Strict RTP learning after ICE completion
[Jun 18 10:17:38] VERBOSE[2246] res_rtp_asterisk.c: 0x7feda802ac80 -- Strict RTP learning after remote address set to: X.X.X.X:50490
[Jun 18 10:17:38] VERBOSE[21973][C-0000022c] res_rtp_asterisk.c: 0x7feda802ac80 -- Strict RTP switching to RTP target address X.X.X.X:50490 as source
[Jun 18 10:17:39] VERBOSE[21969] manager.c: Manager 'sendcron' logged off from 127.0.0.1
[Jun 18 10:17:40] VERBOSE[21970][C-0000022d] pbx.c: Executing [138331*78*Y6181017120000000079*mafren*2001@default:3] Hangup("Local/010*128*000*061*2001@default-00000112;1", "") in new stack  <-----HERE


RA_AGENT_PHONE
Code: Select all
[Jun 18 10:09:27] VERBOSE[20711][C-00000223] res_agi.c: <Local/010*128*000*061*2001@default-0000010d;1>AGI Script agi-VDAD_local_optimize.agi completed, returning 0
[Jun 18 10:09:27] VERBOSE[20711][C-00000223] pbx.c: Executing [138331*77*Y6181009200000000078*mafren*2001@default:2] Wait("Local/010*128*000*061*2001@default-0000010d;1", "2") in new stack
[Jun 18 10:09:27] VERBOSE[20717] manager.c: Manager 'sendcron' logged on from 127.0.0.1
[Jun 18 10:09:27] VERBOSE[20713][C-00000222] bridge_channel.c: Channel SIP/2001-000000e2 left 'simple_bridge' basic-bridge <3b9e4872-596f-4e55-8568-45b1c8bc72b0>   <---- AND FROM HERE ON
[Jun 18 10:09:27] VERBOSE[20713][C-00000222] pbx.c: Executing [8331*77*Y6181009200000000078*mafren*2001@default:1] Playback("SIP/2001-000000e2", "sip-silence") in new stack 


At the AGI server logs, the RA_AGENT_PHONE calls upon the agi-VDAD_RINGALL.agi
Code: Select all
|INSERT INTO vicidial_manager values('','','2022-06-18 10:09:20','NEW','N','10.128.0.61','','Originate','RA_mafren_88402270','Exten: 138331*77*Y6181009200000000078*mafren*2001','Context: default','Channel: Local/010*128*000*061*2001@default','Priority: 1','Callerid: RA_mafren_88402270','Timeout: 14000','','','','')|
2022-06-18 10:09:20|10:09:26|agi-VDAD_ALL_inbound.agi|NNNNN No available balance agent found
--- THINGS CHANGE HERE ---
2022-06-18 10:09:27|agi-VDAD_RINGALL.agi|AGI Environment Dump:  <---HERE
2022-06-18 10:09:27|agi-VDAD_RINGALL.agi| -- accountcode = 2001


But the CUSTOMER_PHONE will loop again into looking for available agents, it seems:
Code: Select all
|INSERT INTO vicidial_manager values('','','2022-06-18 10:17:12','NEW','N','10.128.0.61','','Originate','88402270','Exten: 138331*78*Y6181017120000000079*mafren*2001','Context: default','Channel: Local/010*128*000*061*2001@default','Priority: 1','Caller
id: 88402270','Timeout: 14000','','','','')|
2022-06-18 10:17:12|10:17:37|agi-VDAD_ALL_inbound.agi|NNNNN No available balance agent found
--- THINGS CHANGE HERE ---
2022-06-18 10:17:12|10:17:38|agi-VDAD_ALL_inbound.agi|0|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and campaign_id = 'FirstIn' and call_time < "2022-06-18 10:17:12" and lead_id != '79' and queue_priority >= '0'  and agent_only='';| <--- HERE
2022-06-18 10:17:12|10:17:38|agi-VDAD_ALL_inbound.agi|0|SELECT count(*) FROM vicidial_inbound_callback_queue where icbq_status IN('LIVE','SENDING') and group_id='FirstIn' and call_date < "2022-06-18 10:17:12" and lead_id != '79' and queue_priority >= '0
';|


You can find some logs here if you'd like to take a look: https://drive.google.com/drive/folders/ ... sp=sharing
GaD
 
Posts: 195
Joined: Fri Jul 08, 2011 3:56 pm

Re: InGroup with OnHook and customer_phone as CID not workin

Postby williamconley » Tue Jun 21, 2022 2:35 pm

Have you upgraded this server since buildout?

What is the value for the asterisk version in /etc/astguiclient.conf?

Note that if you installed (or upgraded) this server with "11" or "13" rather than "11.X" or "13.x" in the asterisk version you will need to re-install vicidial and use the sample conf scripts option to use the correct asterisk configuration files during the install. Note that any customized .conf files will need to be re-customized.

The installer expects the ".X" and without it will default to asterisk 1.4 conf files which are not compatible, the result is then that several values are incorrect AND the wrong scripts are requested during certain operations, thus leading to "odd" situations such as this one.
Vicidial Installation and Repair, plus Hosting and Colocation
Newest Product: Vicidial Agent Only Beep - Beta
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