Drop calls before moh finishes doesn't show up in closer log

[gardo]

Caller calls DID. Caller is made to listen the MOH. Caller is transferred to the agents waiting for call or is put on hold if all the agents are busy. When the caller disconnects call while MOH is playing, the call is not showing in the Inbound Closer report.

Therefore, if system receives 1000 calls, then the calls that are dropped when the MOH is playing are not getting recorded in logs.Telco says they sent 1000 calls but only 700 are showing in the Closer reports.

Asterisk 1.2.30.2
Trunk: Zap channels

Astguiclient/Vicidial
version: 2.0.5-173
build: 90320-0424

[williamconley]

true.

isn't the closer log for calls that get to a closer? these don't ...

if you want to see them, find another log?

[Op3r]

should be disposed as drop calls.

[williamconley]

does your report list ANY drop calls?

[mflorell]

We have not noticed this issue in SVN trunk at all using ViciDial-configured MusicOnHold.

[vkalp_rg]

HI,
Let me explain Gardo's problem in detail.
Scenario 1
Caller calls the Inbound Number- Reaches Welcome Music (WM)- While the WM is playing, caller disconnects the call. There is no record in Vici Closer or any other Inbound report for this type of call.

Scenario 2
Caller calls the Inbound Number- Reaches WM- WM Finishes - Caller is transferred to Music On Hold (MOH) (incase all agents are busy). During this, while the caller is listening the MOH, the caller disconnects the call. This call is recorded as a DROP call.

Therefore, the problem is when the caller is listening the WM. This drop call is not getting recorded and therefore total number of inbound calls as per call center is 700 where as the telco stat says they transferred 1000 calls. 300 calls have dropped at the WM.

RG

[mflorell]

The vicidial_closer_log entries are based upon customers that actually enter the queue, if they do not finish the welcome message(if it's enabled) they never entered the queue. As for the MoH, the calls should be logged as DROP, and we have not seen any issues with this.

As for stats, you should be using DID stats to figure out how many calls come in to you, not the closer log stats.

[vkalp_rg]

Hey thanks

I got the DID logs and it solved my problem.

RG