Calls not transferring to agents

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Calls not transferring to agents

Postby krishnakeshwar » Mon Dec 03, 2018 2:31 am

Team,

We are facing some issue in vicibox clustring. but not able to track what is wrong.

563 current active calls 563 calls ringing 0 calls waiting for agents 0 calls in IVR
60 agents logged in 0 agents in calls 54 agents waiting 1 paused agents 4 agents in dead calls 1 agents in dispo

DB status :

MariaDB [(none)]> show processlist;


+---------+-------------+----------------------+----------+---------+-------+--------------------------+------------------------------------------------------------------------------------------------------+----------+
| Id | User | Host | db | Command | Time | State | Info | Progress |
+---------+-------------+----------------------+----------+---------+-------+--------------------------+------------------------------------------------------------------------------------------------------+----------+
| 1 | system user | | NULL | Daemon | NULL | InnoDB purge coordinator | NULL | 0.000 |
| 2 | system user | | NULL | Daemon | NULL | InnoDB purge worker | NULL | 0.000 |
| 3 | system user | | NULL | Daemon | NULL | InnoDB purge worker | NULL | 0.000 |
| 4 | system user | | NULL | Daemon | NULL | InnoDB purge worker | NULL | 0.000 |
| 5 | system user | | NULL | Daemon | NULL | InnoDB shutdown handler | NULL | 0.000 |
| 227 | cron | localhost | asterisk | Sleep | 2 | | NULL | 0.000 |
| 738 | cron | X.X.X.152:45062 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 740 | cron | X.X.X.152:45064 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 744 | cron | X.X.X.152:45066 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 747 | cron | X.X.X.152:45072 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 750 | cron | X.X.X.149:42910 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 754 | cron | X.X.X.149:42912 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 761 | cron | X.X.X.188:50518 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 763 | cron | X.X.X.149:42918 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 764 | cron | X.X.X.188:50520 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 766 | cron | X.X.X.188:50524 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 767 | cron | X.X.X.149:42920 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 768 | cron | X.X.X.150:51338 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 772 | cron | X.X.X.188:50528 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 773 | cron | X.X.X.150:51342 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 774 | cron | X.X.X.150:51344 | asterisk | Query | 0 | Sending data | SELECT user FROM vicidial_live_agents where callerid='V2030218560003346392' | 0.000 |
| 781 | cron | X.X.X.189:34724 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 783 | cron | X.X.X.189:34726 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 786 | cron | X.X.X.148:4322 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 787 | cron | X.X.X.148:4324 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 788 | cron | X.X.X.150:51348 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 789 | cron | X.X.X.148:4326 | asterisk | Query | 0 | init | NULL | 0.000 |
| 792 | cron | X.X.X.189:34730 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 807 | cron | X.X.X.148:4332 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 809 | cron | X.X.X.189:34734 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 2326337 | cron | X.X.X.152:30944 | asterisk | Sleep | 1 | | NULL | 0.000 |
| 2326338 | cron | X.X.X.150:10228 | asterisk | Sleep | 1 | | NULL | 0.000 |
| 2326339 | cron | X.X.X.149:11320 | asterisk | Sleep | 1 | | NULL | 0.000 |
| 2326486 | cron | X.X.X.189:36924 | asterisk | Sleep | 1 | | NULL | 0.000 |
| 2326487 | cron | X.X.X.188:5498 | asterisk | Sleep | 1 | | NULL | 0.000 |
| 2326488 | cron | X.X.X.148:23918 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 2363115 | cron | localhost asterisk | Sleep | 0 | | NULL | 0.000 |
| 2363116 | cron | localhost | asterisk | Sleep | 25909 | | NULL | 0.000 |
| 4256772 | cron | localhost | asterisk | Sleep | 0 | | NULL | 0.000 |
| 5516506 | root | localhost | NULL | Query | 0 | init | show processlist | 0.000 |
| 5519223 | cron | X.X.X.150:15916 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 5519371 | cron | X.X.X.150:16058 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 5519421 | cron | X.X.X.185:58986 | asterisk | Query | 0 | init | SELECT count(*) from vicidial_auto_calls where status NOT IN('XFER') and ( (campaign_id='110011') or | 0.000 |
| 5519422 | cron | X.X.X.185:58988 | asterisk | Query | 0 | Writing to net | select allow_chats, allow_emails from system_settings | 0.000 |
| 5519423 | cron | X.X.X.185:58990 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 5519424 | cron | X.X.X.185:58992 | asterisk | Sleep | 0 | | NULL | 0.000 |
| 5519426 | cron | X.X.X.149:31758 | asterisk | Query | 0 | update | INSERT INTO call_log (uniqueid,channel,channel_group,type,server_ip,extension,number_dialed,start_ti | 0.000 |
+---------+-------------+----------------------+----------+---------+-------+--------------------------+------------------------------------------------------------------------------------------------------+----------+
DB Server :

vicibox81:~ # screen -ls
There are screens on:
32470.ASTVDadapt (Detached)
16298.ASTemail (Detached)
1521.ASTVDadFILL (Detached)
3 Sockets in /var/run/screens/S-root.

vicibox81:~ #


Asterisk server :

ViciBoxP5:~ # screen -ls
There are screens on:
23044.ASTVDremote (Detached)
2145.ASTVDauto (Detached)
2142.ASTlisten (Detached)
2139.ASTsend (Detached)
2136.ASTupdate (Detached)
1637.ASTfastlog (Detached)
1403.asterisk (Detached)
1394.astshell20181122044417 (Detached)
8 Sockets in /var/run/screens/S-root.

Image

Image

And after sometimes its start automatically fine. it is an intermittent issue.
krishnakeshwar
 
Posts: 52
Joined: Wed Jun 29, 2011 6:50 am

Re: Calls not transferring to agents

Postby williamconley » Mon Dec 03, 2018 11:38 am

Verify the calls are really being generated. If the calls have dialplan entries that are not valid (such as 9 digit numbers in the us, or similar issues) the calls get placed in the auto-calls table even though they don't really exist. So your goal is to verify that you really do have 1104 active calls in asterisk 'ringing', if not why not, and if so, how it could be possible that none of them answered (which seems unlikely, but isn't impossible if they are all reset lists with nothing but NA calls!). You can turn off NA from your dialable status list to check that possibility.
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Re: Calls not transferring to agents

Postby krishnakeshwar » Thu Dec 06, 2018 3:42 am

williamconley wrote:Verify the calls are really being generated. If the calls have dialplan entries that are not valid (such as 9 digit numbers in the us, or similar issues) the calls get placed in the auto-calls table even though they don't really exist. So your goal is to verify that you really do have 1104 active calls in asterisk 'ringing', if not why not, and if so, how it could be possible that none of them answered (which seems unlikely, but isn't impossible if they are all reset lists with nothing but NA calls!). You can turn off NA from your dialable status list to check that possibility.



Hi williamconley,

Thanks for your reply. But we check the things which you suggested above, This is test setup we are not dialing any live numbers so it becomes NA after many times dialed. We are throwing numbers on one asterisk server and we have defined ration of answers call on asterisk. also today we found some asterisk issue which is below.

Image
krishnakeshwar
 
Posts: 52
Joined: Wed Jun 29, 2011 6:50 am


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