Mod_CallCenter - Strange Behaviour - Instant Abandonment of calls
I am noticing a strange issue where calls are being placed in a CallCenter queue, then instantly being put into an abandoned state. Here is the callcenter.xml configuration <!-- QUEUE FOR HELPDESK --> <queue name="helpdesk@default"> <param name="strategy" value="longest-idle-agent"/> <param name="moh-sound" value="$${hold_music}"/> <!--<param name="record-template" value="$${base_dir}/recordings/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>--> <param name="announce-sound" value="it_sounds/it_helpdesk-queue-announcement.wav"/> <param name="announce-frequency" value="180"/> <param name="time-base-score" value="system"/> <param name="max-wait-time" value="0"/> <param name="max-wait-time-with-no-agent" value="0"/> <param name="max-wait-time-with-no-agent-time-reached" value="20"/> <param name="tier-rules-apply" value="false"/> <param name="tier-rule-wait-second" value="300"/> <param name="tier-rule-wait-multiply-level" value="true"/> <param name="tier-rule-no-agent-no-wait" value="false"/> <param name="discard-abandoned-after" value="60"/> <param name="abandoned-resume-allowed" value="false"/> </queue> And here is when a call comes in and instantly gets put into a Abandoned state 2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:871 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.442348 [NOTICE] mod_dptools.c:1225 Channel [sofia/internal/56716] has been answered 2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.442348 [DEBUG] switch_channel.c:3647 (sofia/internal/56716) Callstate Change EARLY -> ACTIVE 2014-06-06 14:04:02.442348 [DEBUG] sofia.c:5828 Channel sofia/internal/56716 entering state [completed][200] EXECUTE sofia/internal/56716 callcenter(helpdesk@default) 2014-06-06 14:04:02.442348 [DEBUG] mod_callcenter.c:2493 Member 56716;phone-context=phones.mycompany <56716> joining queue helpdesk@default 2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.462306 [DEBUG] sofia.c:5828 Channel sofia/internal/56716 entering state [ready][200] 2014-06-06 14:04:02.462306 [DEBUG] mod_local_stream.c:498 Opening Stream [moh/8000] 8000hz 2014-06-06 14:04:02.462306 [DEBUG] switch_ivr_play_say.c:1305 Codec Activated L16@8000hz 1 channels 20ms 2014-06-06 14:04:02.742353 [DEBUG] switch_rtp.c:3757 Correct ip/port confirmed. 2014-06-06 14:04:03.582343 [DEBUG] mod_snmp.c:70 systemStats OID-suffix requested (1) freeswitch@internal> callcenter_config queue list members helpdesk@default queue|system|uuid|session_uuid|cid_number|cid_name|system_epoch|joined_epoch|rejoined_epoch|bridge_epoch|abandoned_epoch|base_score|skill_score|serving_agent|serving_system|state helpdesk@default |single_box|e92b24e0-eda4-11e3-9b8a-77fa9a892911||56716|56716;phone-context=phones.mycompany|1402077829|1402077829|0|0|1402077831|0|0|57504@default |single_box|Abandoned helpdesk@default |single_box|f0fa1898-eda4-11e3-9b95-77fa9a892911||56716|56716;phone-context=phones.mycompany|1402077842|1402077842|0|0|1402077841|0|0|56708@default |single_box|Abandoned +OK 2014-06-06 14:04:06.602338 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:06.622340 [NOTICE] sofia.c:737 Hangup sofia/internal/56716 [CS_EXECUTE] [NORMAL_CLEARING] 2014-06-06 14:04:06.622340 [DEBUG] switch_channel.c:3187 Send signal sofia/internal/56716 [KILL] 2014-06-06 14:04:06.622340 [DEBUG] switch_core_session.c:1351 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:06.622340 [DEBUG] switch_ivr_play_say.c:1708 done playing file local_stream://moh 2014-06-06 14:04:06.622340 [DEBUG] mod_callcenter.c:2630 Member 56716;phone-context=phones.mycompany <56716> abandoned waiting in queue helpdesk@default Not sure what I am missing that would cause this unexpected behaviour
I suspect that the writing of callcenter to a MySQL DB using ODBC was causing this strange behaviour. I have disabled the external DB and the calls are going through fine as far as I can tell. I will update if the same behaviour still exists. On Fri, Jun 6, 2014 at 2:35 PM, Joel White <joelewhite@gmail.com> wrote:
I am noticing a strange issue where calls are being placed in a CallCenter queue, then instantly being put into an abandoned state.
Here is the callcenter.xml configuration
<!-- QUEUE FOR HELPDESK --> <queue name="helpdesk@default"> <param name="strategy" value="longest-idle-agent"/> <param name="moh-sound" value="$${hold_music}"/> <!--<param name="record-template" value="$${base_dir}/recordings/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>--> <param name="announce-sound" value="it_sounds/it_helpdesk-queue-announcement.wav"/> <param name="announce-frequency" value="180"/> <param name="time-base-score" value="system"/> <param name="max-wait-time" value="0"/> <param name="max-wait-time-with-no-agent" value="0"/> <param name="max-wait-time-with-no-agent-time-reached" value="20"/> <param name="tier-rules-apply" value="false"/> <param name="tier-rule-wait-second" value="300"/> <param name="tier-rule-wait-multiply-level" value="true"/> <param name="tier-rule-no-agent-no-wait" value="false"/> <param name="discard-abandoned-after" value="60"/> <param name="abandoned-resume-allowed" value="false"/> </queue>
And here is when a call comes in and instantly gets put into a Abandoned state
2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:871 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.442348 [NOTICE] mod_dptools.c:1225 Channel [sofia/internal/56716] has been answered 2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.442348 [DEBUG] switch_channel.c:3647 (sofia/internal/56716) Callstate Change EARLY -> ACTIVE 2014-06-06 14:04:02.442348 [DEBUG] sofia.c:5828 Channel sofia/internal/56716 entering state [completed][200] EXECUTE sofia/internal/56716 callcenter(helpdesk@default) 2014-06-06 14:04:02.442348 [DEBUG] mod_callcenter.c:2493 Member 56716;phone-context=phones.mycompany <56716> joining queue helpdesk@default 2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.442348 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:02.462306 [DEBUG] sofia.c:5828 Channel sofia/internal/56716 entering state [ready][200] 2014-06-06 14:04:02.462306 [DEBUG] mod_local_stream.c:498 Opening Stream [moh/8000] 8000hz 2014-06-06 14:04:02.462306 [DEBUG] switch_ivr_play_say.c:1305 Codec Activated L16@8000hz 1 channels 20ms 2014-06-06 14:04:02.742353 [DEBUG] switch_rtp.c:3757 Correct ip/port confirmed. 2014-06-06 14:04:03.582343 [DEBUG] mod_snmp.c:70 systemStats OID-suffix requested (1) freeswitch@internal> callcenter_config queue list members helpdesk@default
queue|system|uuid|session_uuid|cid_number|cid_name|system_epoch|joined_epoch|rejoined_epoch|bridge_epoch|abandoned_epoch|base_score|skill_score|serving_agent|serving_system|state helpdesk@default |single_box|e92b24e0-eda4-11e3-9b8a-77fa9a892911||56716|56716;phone-context=phones.mycompany|1402077829|1402077829|0|0|1402077831|0|0|57504@default |single_box|Abandoned helpdesk@default |single_box|f0fa1898-eda4-11e3-9b95-77fa9a892911||56716|56716;phone-context=phones.mycompany|1402077842|1402077842|0|0|1402077841|0|0|56708@default |single_box|Abandoned +OK
2014-06-06 14:04:06.602338 [DEBUG] switch_core_session.c:1016 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:06.622340 [NOTICE] sofia.c:737 Hangup sofia/internal/56716 [CS_EXECUTE] [NORMAL_CLEARING] 2014-06-06 14:04:06.622340 [DEBUG] switch_channel.c:3187 Send signal sofia/internal/56716 [KILL] 2014-06-06 14:04:06.622340 [DEBUG] switch_core_session.c:1351 Send signal sofia/internal/56716 [BREAK] 2014-06-06 14:04:06.622340 [DEBUG] switch_ivr_play_say.c:1708 done playing file local_stream://moh 2014-06-06 14:04:06.622340 [DEBUG] mod_callcenter.c:2630 Member 56716;phone-context=phones.mycompany <56716> abandoned waiting in queue helpdesk@default
Not sure what I am missing that would cause this unexpected behaviour
participants (1)
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Joel White