Notes about the ViciDialNow - GoAutoDial forum

General and Support topics relating to ViciDialNow and GoAutoDial ISO installers

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Notes about the ViciDialNow - GoAutoDial forum

Postby mflorell » Thu Jan 03, 2008 8:26 pm

This forum is allocated for any topics relating to the ViciDialNow and GoAutoDial ISO installations of CentOS and VICIDIAL. While not officially supported by the authors of VICIDIAL, you can get support from the maintainers of the ViciDialNOW project and you can also find answers to your ViciDialNow-specific questions here.

Link to the ViciDialNow project page:
http://www.vicidialnow.org/blog
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Calls in Queu and agents ready

Postby sraza_1985 » Fri Oct 10, 2014 4:34 am

Hello Team,
I have done installation of Goautodial 3.0 from Yum on CentOS release 5.10.1 (Final)
Installation method.
go autodial wiki 64 bit

My Hardware are as follow
Quad Processor 10 Core Westmere EX 4850 - 2.00GHz - 4 x 24MB cache
512 GB DDR3 Registered 1066
4TB x3 SATA III in RAID 5

My problem is that one of my client needs to answer the calls within 3 bells.
I have created Inbound group and inside that group I have set the following parameters. (used vicidial admin.php file for this)


Group ID: xyoo
Group Name: xyoo
Group Color:
Active:
In-Group Calldate: 2014-10-10 03:57:56


Admin User Group:
Web Form:
Web Form Two:
Next Agent Call: Random
Queue Priority: 0 even
On-Hook Ring Time: 15
On-Hook CID: GENERIC
Fronter Display: Y
Script: -
Ignore List Script Override: N
Get Call Launch:
Transfer-Conf DTMF 1:
Transfer-Conf Number 1:
Transfer-Conf DTMF 2:
Transfer-Conf Number 2:
Transfer-Conf Number 3:
Transfer-Conf Number 4:
Transfer-Conf Number 5:
Timer Action: NONE
Timer Action Message:
Timer Action Seconds: 1
Timer Action Destination:
Drop Call Seconds: 28
Drop Action: CALL MENU
Drop Exten: 8307
Voicemail: voicemail chooser
Drop Transfer Group:
Drop Call Menu: xyz654
Call Time: 24 hours
Holidays defined for this call time: 0
Action Transfer CID:
After Hours Action:
After Hours Message Filename: audio chooser
After Hours Extension:
After Hours Voicemail: voicemail chooser
After Hours Transfer Group:
After Hours Call Menu:
No Agents No Queueing: Y
No Agent No Queue Action: Call menu
Call Menu: xy00

Max Calls Method: Disabled
Max Calls Count:
Max Calls Action:
Welcome Message Filename: None audio chooser
Play Welcome Message: Always
Music On Hold Context: xyz123 moh chooser (7 second file 2.5 ring sec and 4.5 sec of silence in sln format)
On Hold Prompt Filename: silent audio chooser (1 sec of silence in gsm format)
On Hold Prompt Interval: 60
On Hold Prompt No Block: Y
On Hold Prompt Seconds: 1
Play Place in Line:
Play Estimated Hold Time:
Calculate Estimated Hold Seconds:
Estimated Hold Time Minimum Filename: audio chooser
Estimated Hold Time Minimum Prompt No Block:
Estimated Hold Time Minimum Prompt Seconds:
Wait Time Option:
Wait Time Second Option:
Wait Time Third Option:
Wait Time Option Seconds:
Wait Time Option Extension:
Wait Time Option Callmenu:
Wait Time Option Voicemail: voicemail chooser
Wait Time Option Transfer In-Group:
Wait Time Option Press Filename: audio chooser
Wait Time Option Press No Block:
Wait Time Option Press Filename Seconds:
Wait Time Option After Press Filename: audio chooser
Wait Time Option Callback List ID:
Wait Hold Option Priority:
Estimated Hold Time Option:
Hold Time Second Option:
Hold Time Third Option:
Hold Time Option Seconds:
Hold Time Option Minimum:
Hold Time Option Extension:
Hold Time Option Callmenu:
Hold Time Option Voicemail: voicemail chooser
Hold Time Option Transfer In-Group:
Hold Time Option Press Filename: audio chooser
Hold Time Option Press No Block:
Hold Time Option Press Filename Seconds:
Hold Time Option After Press Filename: audio chooser
Hold Time Option Callback List ID:
Agent Alert Filename: ding audio chooser
Agent Alert Delay: 1000
Default Transfer Group:
Default Group Alias:
Dial In-Group CID:
Hold Recall Transfer In-Group:
No Delay Call Route: Y
In-Group Recording Override:
In-Group Recording Filename:
Stats Percent of Calls Answered Within X seconds 1:
Stats Percent of Calls Answered Within X seconds 2:
Start Call URL:
Dispo Call URL:
Add Lead URL:
No Agent Call URL:
Extension Append CID:
Uniqueid Status Display:
Uniqueid Status Prefix:

agent's phones are on hook.

My problem is that some time the call does get the ring sound (played in MOH context) and than send to the agent within 3-4 second but some times (more than 60%) the agents are available (I have not let the agents select the ingroup but did it from admin panel and they do recieve call) and call is not send to the agent. after 28 second i have top send the call to another call menu which will transfer it to another call center.

I can also share you the agi.out of the call that is not send to the agent.


2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- accountcode =
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- callerid = 202027496
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- calleridname = unknown
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- callingani2 = 0
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- callingpres = 0
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- callingtns = 0
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- callington = 0
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- channel = SIP/5060-000c5091
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- context = default
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- dnid = 18182004398
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- enhanced = 0.0
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- extension = 99909*1299***DID
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- language = en
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- priority = 2
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- rdnis = unknown
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- request = agi-VDAD_ALL_inbound.agi
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- type = SIP
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi| -- uniqueid = 1412830861.2588627
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi|AGI Variables: |1412830861.2588627|SIP/5060-000c5091|99909*1299***DID|SIP||
2014-10-09 00:01:03|00:01:03|agi-VDAD_ALL_inbound.agi|+++++ INBOUND CALL VDCL STARTED : |cb911|-18182004398|2014-10-09 00:01:03
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|VDAD vicidial_list search |202027496|SELECT lead_id from vicidial_list where phone_number='202027496' order by last_local_call_time desc limit 1;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|VDAD vicidial_list found |215838|SELECT lead_id from vicidial_list where phone_number='202027496' order by last_local_call_time desc limit 1;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|DAILY STATS UPDATE cb911|1|UPDATE vicidial_daily_max_stats SET update_time=NOW(),max_inbound='1' where campaign_id='cb911' and stats_type='INGROUP' and stats_flag='OPEN';|

2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|-- NANQUE Check: |2|SELECT count(*) FROM vicidial_live_agents where closer_campaigns LIKE "% cb911 %" ;
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi||SELECT campaign_id FROM vicidial_campaigns where active='Y' and campaign_allow_inbound='Y';|215838|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|callerID changed: "Y0090001030000215838 <202027496>"
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|SELECT auto_call_id from vicidial_auto_calls where uniqueid='1412830861.2588627' and server_ip='10.53.32.141';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi||INSERT INTO vicidial_auto_calls SET server_ip='10.53.32.141', campaign_id='cb911', status='LIVE', lead_id='215838', uniqueid='1412830861.2588627', callerid='Y0090001030000215838', channel='SIP/5060-000c5091', phone_code=' ', phone_number='202027496', call_time='2014-10-09 00:01:03', call_type='IN', stage='LIVE-0', queue_priority='0' ;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|1|SELECT count(*) from vicidial_auto_calls where status = 'LIVE' and campaign_id='cb911';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|1|UPDATE vicidial_auto_calls SET queue_position='1' WHERE auto_call_id='405477';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi||INSERT INTO vicidial_closer_log SET lead_id='215838', campaign_id='cb911', call_date='2014-10-09 00:01:03', start_epoch='1412830863', status='QUEUE', phone_code=' ', phone_number='202027496', user='VDCL', processed='N', xfercallid='0', uniqueid='1412830861.2588627', queue_position='1' ;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|-- VDCL : |215838|0|102211|insert to vicidial_closer_log
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|-- ENTER QUEUE VLE insert: |1|
|INSERT INTO vicidial_log_extended set uniqueid='1412830861.2588627',server_ip='10.53.32.141',call_date='2014-10-09 00:01:03',lead_id = '215838',caller_code='Y0090001030000215838',custom_call_id='';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|DID IVR time logged: 2014-10-09 00:01:03|1412830863|1|UPDATE call_log set end_time='2014-10-09 00:01:03',end_epoch='1412830863',length_in_sec=1,length_in_min=' 0.02',extension='Y0090001030000215838' where uniqueid='1412830861.2588627'|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|Recording stopped: 1412830862|1412830863|1|UPDATE recording_log set end_time='2014-10-09 00:01:03',end_epoch='1412830863',length_in_sec=1,length_in_min=' 0.02' where recording_id='479245'|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and campaign_id = 'cb911' and call_time < "2014-10-09 00:01:03" and lead_id != '215838' and queue_priority >= '0' and agent_only='';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and lead_id != '215838' and agent_only='' and ( (queue_priority > '0') or (queue_priority = '0' and call_time < "2014-10-09 00:01:03") );|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|||SELECT conf_exten,user,extension,server_ip,last_call_time,ra_user,campaign_id,on_hook_agent,on_hook_ring_time FROM vicidial_live_agents where status IN('CLOSER','READY') and lead_id<1 and campaign_id IN('TESTCAMP') and closer_campaigns LIKE "% cb911 %" and last_update_time > '20141009000058' and vicidial_live_agents.user NOT IN('','') order by random_id limit 1;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|-- VDAD get agent: |15|0|990|1000|0|0||0|update of vla table: cb911|
|UNLOCK TABLES;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|NNNNN No available balance agent found
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|ring_no_answer_agents reset
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and campaign_id = 'cb911' and call_time < "2014-10-09 00:01:03" and lead_id != '215838' and queue_priority >= '0' and agent_only='';|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and lead_id != '215838' and agent_only='' and ( (queue_priority > '0') or (queue_priority = '0' and call_time < "2014-10-09 00:01:03") );|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|||SELECT conf_exten,user,extension,server_ip,last_call_time,ra_user,campaign_id,on_hook_agent,on_hook_ring_time FROM vicidial_live_agents where status IN('CLOSER','READY') and lead_id<1 and campaign_id IN('TESTCAMP') and closer_campaigns LIKE "% cb911 %" and last_update_time > '20141009000058' and vicidial_live_agents.user NOT IN('','') order by random_id limit 1;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|-- VDAD get agent: |15|0.25|991|1000|0|0||0|update of vla table: cb911|
|UNLOCK TABLES;|
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|NNNNN No available balance agent found
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|ring_no_answer_agents reset
2014-10-09 00:01:03|00:01:04|agi-VDAD_ALL_inbound.agi|0|0|SELECT count(*) FROM vicidial_auto_calls where status = 'LIVE' and campaign_id = 'cb911' and call_time < "2014-10-09 00:01:03" and lead_id != '215838' and queue_priority >= '0' an:



here you can see that it has not found any agent. although at this point 2 agents were free.

I have 32 agents using blended campaign
sraza_1985
 
Posts: 3
Joined: Fri Oct 10, 2014 4:11 am

Re: Notes about the ViciDialNow - GoAutoDial forum

Postby sraza_1985 » Fri Oct 10, 2014 10:13 am

Team can you also let me know inside inbound agi, at what intervals the query is run to get an available agent. I found this query in AGI which checks the available agent

SELECT conf_exten,user,extension,server_ip,last_call_time,ra_user,campaign_id,on_hook_agent,on_hook_ring_time FROM vicidial_live_agents where status IN('CLOSER','READY') and lead_id<1 $ADUfindSQL and campaign_id IN($INBOUNDcampsSQL) and closer_campaigns LIKE \"% $channel_group %\" and last_update_time > '$BDtsSQLdate' and vicidial_live_agents.user NOT IN($ring_no_answer_agents'') $qp_groupWAIT_SQL $qp_groupWAIT_camp_SQL $agent_call_order limit 1;


I saw on mysql cli, there is no locking and slow query log is also empty.
but as i posted above how many time the get agent query is executed
sraza_1985
 
Posts: 3
Joined: Fri Oct 10, 2014 4:11 am


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