Getting multiple inbound calls to an agent at a time

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Getting multiple inbound calls to an agent at a time

Postby arpit.modi » Thu Sep 09, 2021 1:04 pm

Hi,

I am using vicibox 9 with:
VERSION: 2.14-810a
BUILD: 210421-2227

Sometimes there are multiple inbound calls are there in agent conference. So, if an agent is already on the call with the customer then he receives an inbound call again from another customer and agent end up having 2 customers in same call.

I suspect, it happens due to multiple channels in the meetme conference of the agent.
Please see below:

When executing "meetme list 8600134" it shows 4 users in same conference:

Code: Select all
User #: 01   0000000000 M2109091704268600134 Channel: SIP/555740146-000001bd   (Admin Muted)  (unmonitored) 00:01:35
User #: 02   7872291464 Y9091706190000041308 Channel:       (Muted)  (unmonitored) 00:01:31
User #: 03   7211260046 Y9091706400000041312 Channel: IAX2/ASTloop-6453   (Muted)  (unmonitored) 00:00:55
User #: 04   7492097760 Y9091706520000041324 Channel: IAX2/ASTloop-3222   (Muted)  (unmonitored) 00:00:07
4 users in that conference.



Here is sample dialplan entry from the extensions.conf

Code: Select all
exten => _90009.,1,Answer()                  ; Answer the line
exten => _90009.,n,Dial(${TRUNKloop}/9${EXTEN},,to)
exten => _90009.,n,Hangup()
exten => _990009.,1,Answer()                  ; Answer the line, Sometimes needs to be removed
exten => _990009.,n,AGI(agi-VDAD_ALL_inbound.agi,CLOSER-----LB-----CL_TESTCAMP-----7275551212-----Closer-----park----------999-----1)
exten => _990009.,n,Hangup()


Also checked on Asterisk console and it executes something like below:

Code: Select all
[Sep  9 17:06:40]     -- Executing [990009*34671246482**41312**7211260046*8401469313*@default:1] Answer("IAX2/ASTloop-6453", "") in new stack
[Sep  9 17:06:40]     -- Executing [990009*34671246482**41312**7211260046*8401469313*@default:2] AGI("IAX2/ASTloop-6453", "agi-VDAD_ALL_inbound.agi,CLOSER-----LB-----CL_TESTCAMP-----7275551212-----Closer-----park----------999-----1") in new stack
[Sep  9 17:06:40]     -- <IAX2/ASTloop-6453> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'en')
[Sep  9 17:06:40]     -- <IAX2/ASTloop-6453> Playing 'sip-silence.gsm' (escape_digits=) (sample_offset 0) (language 'en')



This happens in few calls only. In working calls, it does not have ASTloop channel in the meetme of the agent.


Please suggest what can be done in this case.
Is there a way to remove the ASTloop and just have customer and agent channel in the conference?

Thanks in advance.
arpit.modi
 
Posts: 40
Joined: Wed Apr 22, 2009 7:09 am

Re: Getting multiple inbound calls to an agent at a time

Postby GenXOutsourcing » Thu Sep 09, 2021 2:15 pm

Could be as simple as Asterisk being overloaded.

Asterisk does funny things, loses calls, recordings missing, misdirected calls.
Built too many to count, Centos7 Scratch install, Opensuse Scratch install, Centos8 Scratch install, etc.
Dual 8 core/32gb RAM/500gb SSDs
SVN Version:3440
VERSION: 2.14-812a
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Re: Getting multiple inbound calls to an agent at a time

Postby mflorell » Thu Sep 09, 2021 3:18 pm

We have seen cases where there are duplicate entries in the vicidial_conferences database table, which can also cause this.
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Re: Getting multiple inbound calls to an agent at a time

Postby arpit.modi » Thu Sep 09, 2021 7:57 pm

Thank you guys for your response.
So, how do we prevent that inbound call to generate IAX2 channel?

Matt, I confirmed we do not have duplicate entries in vicidial_conferences table. What else we can check?

Thank you. Any help would be appreciated.
arpit.modi
 
Posts: 40
Joined: Wed Apr 22, 2009 7:09 am

Re: Getting multiple inbound calls to an agent at a time

Postby arpit.modi » Tue Sep 14, 2021 5:18 am

Hi Matt,

Anything else we can check to avoid this case?
Please let me know.

Thank you.
arpit.modi
 
Posts: 40
Joined: Wed Apr 22, 2009 7:09 am

Re: Getting multiple inbound calls to an agent at a time

Postby mflorell » Tue Sep 14, 2021 9:14 am

Are you using a Virtual Machine? If so, that's a pretty easy diagnosis, VMs cause all kinds of problems with Asterisk running VICIdial.
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