External Handset

All installation and configuration problems and questions

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External Handset

Postby IanGP » Sun Feb 19, 2023 3:10 am

Hi Everyone,

VERSION: 2.14-870a
BUILD: 221214-1153
13.38.3-vici

We are making extensive use of the Agent API, and trying to arm wrestle VICIdial into using Grandstream hand sets instead of headsets.

Grandstream GXP1625 is registered as the SIP phone for the agent
Agent logs into VICIdial agent interface, and the phone is set to auto answer, so the voice channel is open.
Agent logs into CRM and clicks to initiate:
Code: Select all
https://************.co.za/agc/api.php?source=test&user=101&pass=***********&agent_user=1000&function=external_dial&value=***********&phone_code=27&search=NO&preview=NO&focus=NO


Agent hangs up using the following sequence:
Code: Select all
https://************.co.za/agc/api.php?source=test&user=101&pass=************&agent_user=1000&function=external_pause&value=PAUSE
https://************.co.za/agc/api.php?source=test&user=101&pass=************&agent_user=1000&function=external_hangup&value=1
https://************.co.za/agc/api.php?source=test&user=101&pass=************&agent_user=1000&function=external_status&value=EXTEND


This is just great until the agent hangs up the Grandstream by physically putting the handset onto the cradle, at which point the conference is killed.

I can look at
Code: Select all
https://************.co.za/agc/api.php?source=test&user=101&pass=************&agent_user=1000&function=call_agent&value=CALL

but if there is already a conference open, I run the risk of duplication.

1) Is there a way to reduce the time to the Call Agent Again screen comes up?
2) Is there a way to automatically Call Agent Again?
3) Is there a way to prevent the Grandstream device from handing upon putting the handset on the cradle (I don't expect an answer on this one as this isn't a Grandstream forum)

TIA
IanGP
IanGP
 
Posts: 57
Joined: Thu Jul 28, 2016 1:27 am

Re: External Handset

Postby mflorell » Sun Feb 19, 2023 4:52 pm

Is this for outbound or inbound call handling?

1- The time it takes for the call agent agent screen to pop up is hard-coded in the vicidial.php script code, meaning you could change it if you want
2. There is currently no option to automatically have the agent called back again if they hang up the phone.
3. Nope, that's hardware firmware programming, you'd have to change the firmware on the Grandstream phone to get it not to hangup
mflorell
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Posts: 18335
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Location: Florida

Re: External Handset

Postby IanGP » Mon Feb 20, 2023 2:28 am

Thanks Matt,
Specifically for outbound.

I'll look at that php script, and make the change, followed by function=call_agent&value=CALL.

Will let you know how it works out.

Regards
IanGP
IanGP
 
Posts: 57
Joined: Thu Jul 28, 2016 1:27 am

Re: External Handset

Postby IanGP » Wed Feb 22, 2023 7:27 am

Got the handset setup working with a few Agent API instructions; it's ugly, but it works (mostly).

Once the agent has logged in with a webphone, and sound on the workstation needs to be muted to prevent audio feedback.

To initiate the call:
Code: Select all
https://******.co.za/agc/api.php?source=test&user=101&pass=******&agent_user=174267&function=external_dial&value=******&phone_code=27&search=NO&preview=NO&focus=NO


Then conference the Grandstream in, which is registered via on-net extension:
Code: Select all
https://******.co.za/agc/api.php?source=test&user=101&pass=******&agent_user=174267&function=transfer_conference&value=DIAL_WITH_CUSTOMER&phone_number=******&cid_choice=CUSTOMER

(To get past the HUNGUP_BOTH issue mentioned below, I tried BLIND_TRANSFER, but that always results in an error as per the API Log Report)

Proceed with the call... then...

Set the PAUSE status ahead of disconnect:
Code: Select all
https://******co.za/agc/api.php?source=test&user=101&pass=******&agent_user=174267&function=external_pause&value=PAUSE


Hangup both ends of the conference:
Code: Select all
https://******.co.za/agc/api.php?source=test&user=101&pass=******&agent_user=174267&function=transfer_conference&value=HANGUP_BOTH

(For some reason, this HANGUP_BOTH doesn't always work)

Then disposition the call:
Code: Select all
https://******.co.za/agc/api.php?source=test&user=101&pass=******&agent_user=174267&function=external_status&value=EXTEND


As I say, it's ugly, but it gets the job done.
Does anyone have insights on BLIND_TRANSFER, or why HANGUP_BOTH might be misbehaving?

Thanks
IanGP
IanGP
 
Posts: 57
Joined: Thu Jul 28, 2016 1:27 am

Re: External Handset

Postby mflorell » Wed Feb 22, 2023 7:36 am

How much of a delay are you adding between API calls? The Agent screen does take some time to execute API functions, so running them all at once can sometimes not work.
mflorell
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Posts: 18335
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: External Handset

Postby IanGP » Wed Feb 22, 2023 7:58 am

mflorell wrote:How much of a delay are you adding between API calls? The Agent screen does take some time to execute API functions, so running them all at once can sometimes not work.


I'm doing this all manually for the moment, so it's a a second or two between instructions.
IanGP
 
Posts: 57
Joined: Thu Jul 28, 2016 1:27 am

Re: External Handset

Postby mflorell » Wed Feb 22, 2023 9:59 am

Do you have Agent Screen Debug Logging enabled? That might help to diagnose what's going on.
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Location: Florida

Re: External Handset

Postby IanGP » Fri Mar 03, 2023 6:59 am

Finally getting back to this one, with some debugging....

Using the following Agent_API strings"

Start The Call
Code: Select all
https://**********.co.za/agc/api.php?source=test&user=101&pass=**********&agent_user=174267&function=external_dial&value=************&phone_code=27&search=NO&preview=NO&focus=NO


Start the conference for the handset
Code: Select all
https://**********.co.za/agc/api.php?source=test&user=101&pass=**********&agent_user=174267&function=transfer_conference&value=DIAL_WITH_CUSTOMER&phone_number=************&cid_choice=CUSTOMER


Set agent Pause value
Code: Select all
https://**********.co.za/agc/api.php?source=test&user=101&pass=**********&agent_user=174267&function=external_pause&value=PAUSE


Set Dispo value:
Code: Select all
https://**********.co.za/agc/api.php?source=test&user=101&pass=**********&agent_user=174267&function=external_status&value=EXTEND


Hangup both lines:
Code: Select all
https://**********.co.za/agc/api.php?source=test&user=101&pass=**********&agent_user=174267&function=transfer_conference&value=HANGUP_BOTH

However, this only hangs up the Xfer line

Timing doesn't *seem* to be the problem, as I have experimented with several second intervals between actions.

Below is the Agent Debug log... Any ideas?


Code: Select all
USER   SCREEN DATE   DB DATE   RUN TIME   SCRIPT   ACTION   LEAD_ID   STAGE
174267   2023-03-03 13:30:51   2023-03-03 13:30:53   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:53   2023-03-03 13:30:53   0.00277   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:50   2023-03-03 13:30:52   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:52   2023-03-03 13:30:52   0.002731   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:49   2023-03-03 13:30:51   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:51   2023-03-03 13:30:51   0.002962   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:48   2023-03-03 13:30:50   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:50   2023-03-03 13:30:50   0.002811   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:47   2023-03-03 13:30:49   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:49   2023-03-03 13:30:49   0.002813   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:46   2023-03-03 13:30:48   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:48   2023-03-03 13:30:48   0.002657   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:45   2023-03-03 13:30:47   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:47   2023-03-03 13:30:47   0.00287   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:44   2023-03-03 13:30:46   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:46   2023-03-03 13:30:46   0.00277   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:43   2023-03-03 13:30:45   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:45   2023-03-03 13:30:45   0.002617   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:42   2023-03-03 13:30:44   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:44   2023-03-03 13:30:44   0.003228   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:41   2023-03-03 13:30:43   0   vicidial.php   Browser_Visibility   0   1|WENT HIDDEN 2 1677843042
174267   2023-03-03 13:30:41   2023-03-03 13:30:43   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:43   2023-03-03 13:30:43   0.002913   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:41   2023-03-03 13:30:42   1.131837   vdc_db_query.php   RUNurls   0   dispo
174267   2023-03-03 13:30:40   2023-03-03 13:30:42   0   vicidial.php   api_pause   0   3|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:40   2023-03-03 13:30:42   0   vicidial.php   EAcommentsBoxhide   0   2|undefined
174267   2023-03-03 13:30:40   2023-03-03 13:30:42   0   vicidial.php   CBcommentsBoxhide   0   1|
174267   2023-03-03 13:30:40   2023-03-03 13:30:42   0   vicidial.php   api_status   0   0|EXTEND
174267   2023-03-03 13:30:42   2023-03-03 13:30:42   0.002555   conf_exten_check.php   refresh   0   PAUSED|487
174267   2023-03-03 13:30:41   2023-03-03 13:30:41   0.001419   vdc_db_query.php   ManagerChatsCheck   0   0||0
174267   2023-03-03 13:30:41   2023-03-03 13:30:41   0.002515   vdc_db_query.php   CalLBacKCounT   0   MASTER|0|0
174267   2023-03-03 13:30:41   2023-03-03 13:30:41   0.005447   vdc_db_query.php   updateDISPO   242   MASTER|OUT|EXTEND|
174267   0000-00-00 00:00:00   2023-03-03 13:30:41   0   vicidial.php      0   5|
174267   0000-00-00 00:00:00   2023-03-03 13:30:41   0   vicidial.php      0   4|
174267   0000-00-00 00:00:00   2023-03-03 13:30:41   0   vicidial.php      0   3|
174267   2023-03-03 13:30:39   2023-03-03 13:30:41   0   vicidial.php   dialedcall_send_hangup   0   2|MASTER
174267   2023-03-03 13:30:39   2023-03-03 13:30:41   0   vicidial.php   Browser_Visibility   0   1|WENT VISIBLE 54 1677843040
174267   2023-03-03 13:30:39   2023-03-03 13:30:41   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:41   2023-03-03 13:30:41   0.002627   conf_exten_check.php   refresh   0   PAUSED|486
174267   2023-03-03 13:30:41   2023-03-03 13:30:41   0.002591   vdc_db_query.php   updateLEAD   242   0|1|12673101|1
174267   2023-03-03 13:30:41   2023-03-03 13:30:41   0.005907   vdc_db_query.php   manDiaLlogCaLL   242   end
174267   2023-03-03 13:30:41   2023-03-03 13:30:41   0.002089   manager_send.php   Hangup   0   Local/8600052@default-0000016c2 ***.***.***.***
174267   2023-03-03 13:30:38   2023-03-03 13:30:40   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:40   2023-03-03 13:30:40   0.002665   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:37   2023-03-03 13:30:39   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:39   2023-03-03 13:30:39   0.002887   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:36   2023-03-03 13:30:38   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:38   2023-03-03 13:30:38   0.002823   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:35   2023-03-03 13:30:37   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:37   2023-03-03 13:30:37   0.0028   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:34   2023-03-03 13:30:36   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:36   2023-03-03 13:30:36   0.002489   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:33   2023-03-03 13:30:35   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:35   2023-03-03 13:30:35   0.003059   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:32   2023-03-03 13:30:34   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:34   2023-03-03 13:30:34   0.002734   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:31   2023-03-03 13:30:33   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:33   2023-03-03 13:30:33   0.003001   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:30   2023-03-03 13:30:32   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:32   2023-03-03 13:30:32   0.002756   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:29   2023-03-03 13:30:31   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:31   2023-03-03 13:30:31   0.00301   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:28   2023-03-03 13:30:30   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:30   2023-03-03 13:30:30   0.002869   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:27   2023-03-03 13:30:29   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:29   2023-03-03 13:30:29   0.002827   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:26   2023-03-03 13:30:28   0   vicidial.php   api_pause   0   1|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:26   2023-03-03 13:30:28   0   vicidial.php   api_transferconf   0   0|HANGUP_BOTH
174267   2023-03-03 13:30:28   2023-03-03 13:30:28   0.002747   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:27   2023-03-03 13:30:27   0.001818   manager_send.php   Hangup   0   SIP/SPV01-000000f1 ***.***.***.***
174267   2023-03-03 13:30:27   2023-03-03 13:30:27   0.001653   vdc_db_query.php   Clear_API_Field   0   
174267   2023-03-03 13:30:25   2023-03-03 13:30:27   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:27   2023-03-03 13:30:27   0.003091   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:24   2023-03-03 13:30:26   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:26   2023-03-03 13:30:26   0.002937   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:23   2023-03-03 13:30:25   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:25   2023-03-03 13:30:25   0.002846   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:22   2023-03-03 13:30:24   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:24   2023-03-03 13:30:24   0.003077   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:21   2023-03-03 13:30:23   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:23   2023-03-03 13:30:23   0.002812   conf_exten_check.php   refresh   0   INCALL|486
174267   2023-03-03 13:30:20   2023-03-03 13:30:22   0   vicidial.php   api_pause   0   0|PAUSE!1677843018 ALREADY-RECEIVED
174267   2023-03-03 13:30:22   2023-03-03 13:30:22   0.00279   conf_exten_check.php   refresh   0   INCALL|486
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Re: External Handset

Postby mflorell » Fri Mar 03, 2023 7:25 am

One other thing I forgot to have you check: Do you wee anything on the web browser console when the action fails?
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