vicidial.org

I'm getting this issue each time a call enters the system.

The situation is this:

- I've got an inbound only campaign TESTIN_I with a TEST INGROUP
- i've got several blended campaigns. TEST2_I, TEST3_I... with a test2, test3.. INGROUPs. The blended campaigns are associated to the TEST INGROUP too.

At first time in the morning all the agents are logged in TESTIN_I campaign, no problems so far. As the day goes on, the agents move to the TEST2_I, TEST3_I, etc campaigns.

They start to dial out without trouble, BUT when a call comes IN the dialout stops, until the call coming in is finished. Once this call is finished the system sends autocalls for everyone logged in TESTn_I campaigns.

If the incoming call is too long, all the other agents must wait in READY to receive a new call.

If the incoming call is finished before an agent from the TESTn_I campaing is READY a new call is sent without trouble, but if the incoming call is not finished AFTER the agent is READY the agent would receive a new call as soon as the incoming call is ended.

I hope i made myself clear, and that someone out there could help.

this is the contents of vicidial_autocalls table when a call is incoming and there's no calls outgoing

auto_call_id server_ip campaign_id status lead_id uniqueid callerid channel phone_code phone_number call_time call_type stage last_update_time alt_dial
Editar Borrar 13400 192.168.6.201 TEST CLOSER 58369 1202312672.3715799 Y0206104448000058369 Zap/6-1 57 14145957 2008-02-06 10:44:48 IN CLOSER-0 2008-02-06 10:44:53 NONE


and the realtime screen:

STATION | USER | SESSIONID | STATUS | SERVER IP | CALL SERVER IP | MM:SS | CAMPAIGN |
+------------+--------------------+-----------+----------+-----------------+-----------------+---------+------------+
| SIP/cc126 | agent1 | 8600063 | READY | 192.168.6.201 | | 11:37 | TESTIN_I |
| SIP/cc113 | agent2 | 8600052 | READY | 192.168.6.201 | | 11:04 | TESTIN_I |
| SIP/cc114 | agent3 | 8600054 | READY | 192.168.6.201 | | 9:54 | TEST1_I |
| SIP/cc118 | agent4 | 8600053 | READY | 192.168.6.201 | | 9:25 | TEST2_I |
| SIP/cc117 | agent5 | 8600059 | READY | 192.168.6.201 | | 8:54 | TEST3_I |
| SIP/cc119 | agent6 | 8600061 | READY | 192.168.6.201 | | 10:39 | TEST4_I |
| SIP/cc127 | agent7 | 8600055 | READY | 192.168.6.201 | | 6:13 | TESTIN_I |
| SIP/cc112 | agent8 | 8600062 | INCALL I | 192.168.6.201 | 192.168.6.201 | 8:15 | TEST5_I |
| SIP/cc122 | agent9 | 8600057 | PAUSED | 192.168.6.201 | | 14:03 | TEST6_I |


the call present in autocalls table is the one from the agent8, the agents 3,4,5 and 6 are waiting for about 9 minutes.

As soon as the call is finished, all the agents get an autocall. This is the content of vicidial_autocalls at that moment


call_time call_type stage last_update_time alt_dial
Editar Borrar 13405 192.168.6.201 TEST2_I SENT 54863 NULL V0206105427000054863 NULL 57 2869155 2008-02-06 10:54:27 OUT START 2008-02-06 10:54:27 NONE
Editar Borrar 13401 192.168.6.201 TEST1_I SENT 5217 NULL V0206105424000005217 NULL 57 4468602 2008-02-06 10:54:24 OUT START 2008-02-06 10:54:24 NONE
Editar Borrar 13402 192.168.6.201 TEST3_I SENT 30639 NULL V0206105424000030639 NULL 57 2768800 2008-02-06 10:54:24 OUT START 2008-02-06 10:54:24 NONE
Editar Borrar 13404 192.168.6.201 TEST4_I SENT 54264 NULL V0206105424000054264 NULL 57 2101111 2008-02-06 10:54:24 OUT START 2008-02-06 10:54:25 NONE

Making some test i've found that if i remove the INGROUP TEST from the campaign TESTn_I the outbound autodial call flows -at a first glance- normal.


The problem is that i need that the agents logged in TESTn_I can also receive calls from outside....

We are going to need some more information:

Asterisk version?

astGUIclient version?

Dial settings for your campaign(the green settings in campaign detail screen)?

Hi Matt this is the info you need

asterisk 1.2.24

VERSION: 2.0.4-142 BUILD: 71129-2025


For the INBOUND Campaign ONLY TEST_I with INGROUP TEST

Dial Method RATIO
Auto Dial LEVEL 1.0
Available Only Tally N
Drop Percentage Limit: 3%
Maximum Adapt Dial Level: 3.0
Latest Server Time: 2100
Adapt Intensity Modifier: 0 - Balanced
Dial Level Difference Target: 0 - 0 Balanced
Concurrent Transfers: AUTO

Allowed Inbound GROUPS TEST



For the BLENDED CAMPAIGN



Dial Method RATIO
Auto Dial LEVEL 1.4 (i´ve tested with 1.0 to 2.0 same behaviour)
Available Only Tally Y (if not checked the DROP level grows a lot)
Drop Percentage Limit: 3%
Maximum Adapt Dial Level: 3.0
Latest Server Time: 2100
Adapt Intensity Modifier: 0 - Balanced
Dial Level Difference Target: 0 - 0 Balanced
Concurrent Transfers: AUTO

Allowed Inbound GROUPS TESTn_I
Allowed Inbound GROUPS TEST (if i check this the outbound dialing stall
until the inbound calls are finished)

i have a similar problem, but the outbound dial stops, when i switch to manual dialing, and then switch again to autodial...

the system stops dialing.

i have the same asterisk version that you have...

it is the version that comes with VicidialNow...

i have another server with a manual vicidial instalation, and it works fine...

i ll keep in contact
see you later.

i`m not using vicidialnow, it's a scratch install only.

Could you monitor your vicidial_autocalls table before, during and after the problem arise to you so we can check similarities?

i haven't tested the manual dial you mentioned.

thnks

Hi again, i just had the chance to test this a litle bit more.

I've found some odd behaviour with ingroups, for example.

I've got an user . This user has been assigned to ingroup 1, 2 and 3.

If i configure the campaign WITHOUT any ingroup i don't receive any calls.

If i configure the campaign with at least ONE INGROUP i can get calls directed to ingroups 1, 2 or 3.

If i configure the campaign with any ingroup DIFFERENT to the ingroups assigned to any logged users (1,2 or 3) i can get calls directed to ingroups 1, 2 or 3.

At my extensions.conf i've got the agi pointing for this ingroups as IVR options.

So i found somehow misleading this whole ingroups behaviour and i don't get its logic completely clear.

One of my goals is to get a reliable way fo transfer calls between agents using individual ingroups...

Do you have more than one agent in each in-group?

Hi Matt, i've got a One-Only agent for each INGROUP. The reason for this is that i needed to be able to transfer incoming calls for agents in an individual way.

So i've created individual ingroups for each agent (only 15) and via local closer i send the calls.

Sadly from time to time (about 10% of the calls) get lost in the transfer prcess.

So each ingroup its one agent only.

Also we've got an additional ingroup with all the agents in it.

seaq, did you find a solution for this issue? I'm experiencing a similar behavior with Vicidial 2.0.3b5 and Asterisk 1.2.20

somewhat...

the trick is to give the user access to different INGROUPS and at the campaign menu the INGROUPS settings let it empty (without any selected)