Inbound calls generating 3-way conference for 4 agents

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Inbound calls generating 3-way conference for 4 agents

Postby thirdhatch » Wed Sep 17, 2014 9:35 am

Hello,

Vicidial 6.0.2
1-Database 16X Intel Xeon 16GB Ram
3-Dialers - 16X Intel Xeon 4GB Ram

We are having an issue on inbound calls where sometimes an inbound call will somehow initiate a 3-way conference with 4 agents at the same time. So the customer gets 4 agents at once. While we like to take care of the customer, this is going overboard a little. The exact scenario is on an anonymous inbound call with all of the agents on IAX2 Zoiper Web Phone. I have already determined that each phone was on a different IP address and using a unique session id. Here is a screenshot of the real-time.

Image

Any ideas on how to prevent this?
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Re: Inbound calls generating 3-way conference for 4 agents

Postby geoff3dmg » Wed Sep 17, 2014 10:51 am

I've only ever seen this when the database is running slow.
Vicibox 5.03 from .iso | VERSION: 2.10-451a BUILD: 140902-0816 | Asterisk 1.8.28.2-vici | Multi-Server | Amfeltec H/W Timing Cards | No Extra Software After Installation | Dell PowerEdge 1850 | Pentium 4 'Prescott' Xenon Quad @ 3.40GHz
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Re: Inbound calls generating 3-way conference for 4 agents

Postby thirdhatch » Wed Sep 17, 2014 11:43 am

Hmm, the internal network is gigabit. The db server is 16way Intel Xeon with 16GB RAM on SAS mirrored hard drives. Also, has been running about 97% idle.
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Re: Inbound calls generating 3-way conference for 4 agents

Postby thirdhatch » Wed Sep 17, 2014 1:27 pm

Is it possible that a bunch of IAX2 phones with the wrong configurations could cause this?

I changed the inbound queue functions to turn on No Delay Call Routing and it seems to have solved the issue at least for now.
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Re: Inbound calls generating 3-way conference for 4 agents

Postby geoff3dmg » Thu Sep 18, 2014 5:58 am

I have never used IAX2 phones but it sounds plausible. I am unfamiliar with the 'No Delay Call Routing' but if you're running a cluster and you're having to route inbound calls between telephoney servers this does use IAX2. So It might be related.
Vicibox 5.03 from .iso | VERSION: 2.10-451a BUILD: 140902-0816 | Asterisk 1.8.28.2-vici | Multi-Server | Amfeltec H/W Timing Cards | No Extra Software After Installation | Dell PowerEdge 1850 | Pentium 4 'Prescott' Xenon Quad @ 3.40GHz
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Re: Inbound calls generating 3-way conference for 4 agents

Postby thirdhatch » Thu Sep 18, 2014 1:00 pm

No Delay Call Routing is not fixing the issue. Still getting 3-way calls with multiple agents and 1 customer. We switched the agent phones to SIP to see if that would fix the issue but it has not helped. Are there any other things we can try to fix this issue?

Thank you,
Bill
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Re: Inbound calls generating 3-way conference for 4 agents

Postby geoff3dmg » Fri Sep 19, 2014 2:59 am

You may also have network issues. How is your Layer 3 networking setup?
Vicibox 5.03 from .iso | VERSION: 2.10-451a BUILD: 140902-0816 | Asterisk 1.8.28.2-vici | Multi-Server | Amfeltec H/W Timing Cards | No Extra Software After Installation | Dell PowerEdge 1850 | Pentium 4 'Prescott' Xenon Quad @ 3.40GHz
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Re: Inbound calls generating 3-way conference for 4 agents

Postby thirdhatch » Fri Sep 19, 2014 7:13 pm

I don't think it is a network issue. We have been operating on the same gear for a few years now. I discovered a little more about the issue by doing some test calls and watching the logs, etc. This only occurs when one or more agents are on a dead call and have not gone to dispo yet. It doesn't actually pull anyone in to a 3-way call, it just reports it that way in the real-time log.

I've personally built about a dozen clusters for production and many, many more for test. I haven't seen this issue before version 6 and asterisk 1.8. I suspect it has to do with some of the changes in Asterisk. Either way, we know not to worry about it.
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Re: Inbound calls generating 3-way conference for 4 agents

Postby geoff3dmg » Mon Sep 22, 2014 10:02 am

Good to know, it does sound like this belongs on the bug tracker though.
Vicibox 5.03 from .iso | VERSION: 2.10-451a BUILD: 140902-0816 | Asterisk 1.8.28.2-vici | Multi-Server | Amfeltec H/W Timing Cards | No Extra Software After Installation | Dell PowerEdge 1850 | Pentium 4 'Prescott' Xenon Quad @ 3.40GHz
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