mod_callcenter and abandoned calls

15 Mar 2019

      Hi ,

i am trying to use callcenter on FreeSWITCH Version 
1.6.20-37-987c9b9~64bit (-37-987c9b9 64bit)

<extension name="my-ext">
         <condition field="${destination_number}" expression="^my-ext$">
         <action application="set" data="hangup_after_bridge=true"/>
         <action application="playback" data="welcome_msg.wav"/>
         <action application="answer"/>
         <action application="callcenter" data="support@my-domain.com"/>
         /condition>
</extension>

but when caller hangup after playback and before callcenter app still 
got agent phone calling  ( member abandoned  ) and when agent answer 
it,  channel is empty:

2019-03-15 12:35:49.454539 [DEBUG] sofia.c:7084 Channel 
sofia/external/44111111111@11.11.22.22 entering state [early][183]
EXECUTE sofia/external/44111111111@11.11.22.22 playback(welcome_msg.wav)
2019-03-15 12:35:49.454539 [DEBUG] switch_core_file.c:342 File 
/usr/share/freeswitch/sounds/en/us/welcome_msg.wav sample rate 44100 
doesn't match requested rate 8000
2019-03-15 12:35:49.454539 [DEBUG] switch_ivr_play_say.c:1498 Codec 
Activated L16@8000hz 1 channels 20ms
2019-03-15 12:35:50.094549 [DEBUG] switch_rtp.c:7308 Correct audio 
ip/port confirmed.
2019-03-15 12:35:55.914546 [DEBUG] switch_ivr_play_say.c:1942 done 
playing file /usr/share/freeswitch/sounds/en/us/welcome_msg.wav
EXECUTE sofia/external/44111111111@11.11.22.22 answer()
2019-03-15 12:35:55.914546 [DEBUG] switch_core_media.c:6861 Audio params 
are unchanged for sofia/external/44111111111@11.11.22.22.
2019-03-15 12:35:55.914546 [DEBUG] mod_sofia.c:850 Local SDP 
sofia/external/44111111111@11.11.22.22:
2019-03-15 12:35:55.914546 [DEBUG] sofia.c:7084 Channel 
sofia/external/44111111111@11.11.22.22 entering state [completed][200]
2019-03-15 12:35:55.914546 [NOTICE] mod_dptools.c:1312 Channel 
[sofia/external/44111111111@11.11.22.22] has been answered
2019-03-15 12:35:55.914546 [DEBUG] switch_channel.c:3773 
(sofia/external/44111111111@11.11.22.22) Callstate Change EARLY -> ACTIVE
EXECUTE sofia/external/44111111111@11.11.22.22 set(hangup_after_bridge=true)
2019-03-15 12:35:55.914546 [DEBUG] mod_dptools.c:1548 SET 
sofia/external/44111111111@11.11.22.22 [hangup_after_bridge]=[true]
EXECUTE sofia/external/44111111111@11.11.22.22 
callcenter(support@my-domain.com)
2019-03-15 12:35:55.914546 [DEBUG] mod_callcenter.c:2886 Member 
44111111111 <44111111111> joining queue support@my-domain.com
2019-03-15 12:35:55.914546 [DEBUG] switch_ivr_play_say.c:1498 Codec 
Activated L16@8000hz 1 channels 20ms
2019-03-15 12:35:55.934531 [DEBUG] mod_callcenter.c:1135 Updated Agent 
1000@my-domain.com set state = Receiving
2019-03-15 12:35:55.934531 [DEBUG] mod_callcenter.c:1615 Setting 
outbound caller_id_name to: 44111111111
2019-03-15 12:35:55.934531 [DEBUG] switch_ivr_originate.c:2142 Parsing 
global variables
2019-03-15 12:35:55.934531 [DEBUG] switch_ivr_originate.c:2669 Parsing 
session specific variables
2019-03-15 12:35:55.954522 [DEBUG] sofia.c:7084 Channel 
sofia/external/44111111111@11.11.22.22 entering state [ready][200]
2019-03-15 12:35:56.034540 [NOTICE] sofia.c:1012 Hangup 
sofia/external/44111111111@11.11.22.22 [CS_EXECUTE] [NORMAL_CLEARING]
2019-03-15 12:35:56.034540 [DEBUG] mod_callcenter.c:3009 Member 
44111111111 <44111111111> abandoned waiting in queue support@my-domain.com
2019-03-15 12:35:56.034540 [DEBUG] mod_callcenter.c:3042 Member 
"44111111111" <44111111111> exit queue support@my-domain.com due to 
BREAK_OUT

mod_callcenter config :

  <queue name="support@my-domain.com">
       <param name="strategy" value="ring-all"/>
       <param name="moh-sound" value="tone_stream://${uk-ring};loops=-1"/>
       <param name="announce-sound" value="announce.wav"/>
       <param name="announce-frequency" value="25"/>
       <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="5"/>
       <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="5"/>
       <param name="abandoned-resume-allowed" value="false"/>
  </queue>
   <agents>
          <agent name="1000@my-domain.com" type="callback" 
contact="[call_timeout=360]user/1000@my-domain.com" status="Available" 
max-no-answer="0" wrap-up-time="10" reject-delay-time="10" 
busy-delay-time="0" />
   </agents>
   <tiers>
          <tier agent="1000@my-domain.com" queue="support@my-domain.com" 
level="1" position="1"/>
   </tiers>

is there any way to play welcome message before callcenter app and not 
get such behaviour ? maybe we can play welcome msg inside callcenter app ?

Thanks

Marcin

Marcin Muzylo

Carlos Eduardo

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