asterisk users - Feb 2018 - Call picked up from queue and transferred gets disconnected - about 0.01% of calls

Hi Guys

 

I have an issue where a call is picked up from a queue. The caller asks the
person who answered to attended transfer to extension 3082 (for argument's
sake.)

 

3082 picks up the attended transfer and speaks with the outside caller
picked up initially from the queue.

 

A few seconds after 3082 has started speaking to the outside caller

 

- 3082's call goes dead in their handset.

 

- The outside caller goes back into the queue, hears queue MOH and gets
answered by another person in the office as if they are dialing in all over
again.

 

- 3082's phone starts ringing again after they hang up in puzzlement and if
they then pick up they speak to another person who is trying to make an
OUTGOING call in their call center.

 

This is for a medium sized call center which (along with 17 other centers in
the same country) run the same dialplan on Asterisk 1.8.32.3 - only happens
at this location.

 

Literally 100 000+ calls are handled across these 18 centers every day, only
about 10 or 20 at this one center (with carbon-copy dialplan and SIP phone
hardware types - Yealink T-21Ps - as at every other branch) keeps
disconnecting people picked up and transferred from the incoming queue from
the person transferred to, and then connects them and the transferree to
other phones - the caller as if he is phoning in AGAIN into the incoming
queue, the transferred-to person to someone else who is trying to dial out
once the transferred-to person has hung up after losing the incoming caller.

 

Anybody ever encountered something similar? The same dialplan on the same
Ast version runs fine in 17 other locations, some with ten or twenty times
more traffic and none of these issues.

 

No errors or strangeness apparent in the CLI, verbose log, DTMF log...

 

Thanks!

 



 

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maybe extension 3082 has some sort of network issue or maybe hardphone
issue. test on another phone / network plug.

On Feb 9, 2018 2:48 PM, "Stefan Viljoen" <viljoens at
verishare.co.za> wrote:
> Hi Guys
>
>
>
> I have an issue where a call is picked up from a queue. The caller asks
> the person who answered to attended transfer to extension 3082 (for
> argument?s sake.)
>
>
>
> 3082 picks up the attended transfer and speaks with the outside caller
> picked up initially from the queue.
>
>
>
> A few seconds after 3082 has started speaking to the outside caller
>
>
>
> - 3082?s call goes dead in their handset.
>
>
>
> - The outside caller goes back into the queue, hears queue MOH and gets
> answered by another person in the office as if they are dialing in all over
> again.
>
>
>
> - 3082?s phone starts ringing again after they hang up in puzzlement and
> if they then pick up they speak to another person who is trying to make an
> OUTGOING call in their call center.
>
>
>
> This is for a medium sized call center which (along with 17 other centers
> in the same country) run the same dialplan on Asterisk 1.8.32.3 - only
> happens at this location.
>
>
>
> Literally 100 000+ calls are handled across these 18 centers every day,
> only about 10 or 20 at this one center (with carbon-copy dialplan and SIP
> phone hardware types - Yealink T-21Ps - as at every other branch) keeps
> disconnecting people picked up and transferred from the incoming queue from
> the person transferred to, and then connects them and the transferree to
> other phones - the caller as if he is phoning in AGAIN into the incoming
> queue, the transferred-to person to someone else who is trying to dial out
> once the transferred-to person has hung up after losing the incoming
caller.
>
>
>
> Anybody ever encountered something similar? The same dialplan on the same
> Ast version runs fine in 17 other locations, some with ten or twenty times
> more traffic and none of these issues.
>
>
>
> No errors or strangeness apparent in the CLI, verbose log, DTMF log...
>
>
>
> Thanks!
>
>
>
> [image: Description: signature]
>
>
>
> --
> _____________________________________________________________________
> -- Bandwidth and Colocation Provided by http://www.api-digital.com --
>
> Check out the new Asterisk community forum at: https://community.asterisk.
> org/
>
> New to Asterisk? Start here:
>       https://wiki.asterisk.org/wiki/display/AST/Getting+Started
>
> asterisk-users mailing list
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users
>
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Hi Khalil

 

Thanks for the reply. Yup, I?ve switched out the phone with another new-from-box
Yealink, also moved that network endpoint to another RJ45 port on the switch...

 

Regards,

From: Khalil Khamlichi [mailto:khamlichi.khalil at gmail.com] 
Sent: Sunday, 11 February 2018 16:48
To: viljoens at verishare.co.za; Asterisk Users Mailing List - Non-Commercial
Discussion <asterisk-users at lists.digium.com>
Subject: Re: [asterisk-users] Call picked up from queue and transferred gets
disconnected - about 0.01% of calls

 

maybe extension 3082 has some sort of network issue or maybe hardphone issue.
test on another phone / network plug.

 

On Feb 9, 2018 2:48 PM, "Stefan Viljoen" <viljoens at
verishare.co.za <mailto:viljoens at verishare.co.za> > wrote:

Hi Guys

 

I have an issue where a call is picked up from a queue. The caller asks the
person who answered to attended transfer to extension 3082 (for argument?s
sake.)

 

3082 picks up the attended transfer and speaks with the outside caller picked up
initially from the queue.

 

A few seconds after 3082 has started speaking to the outside caller

 

- 3082?s call goes dead in their handset.

 

- The outside caller goes back into the queue, hears queue MOH and gets answered
by another person in the office as if they are dialing in all over again.

 

- 3082?s phone starts ringing again after they hang up in puzzlement and if they
then pick up they speak to another person who is trying to make an OUTGOING call
in their call center.

 

This is for a medium sized call center which (along with 17 other centers in the
same country) run the same dialplan on Asterisk 1.8.32.3 - only happens at this
location.

 

Literally 100 000+ calls are handled across these 18 centers every day, only
about 10 or 20 at this one center (with carbon-copy dialplan and SIP phone
hardware types - Yealink T-21Ps - as at every other branch) keeps disconnecting
people picked up and transferred from the incoming queue from the person
transferred to, and then connects them and the transferree to other phones - the
caller as if he is phoning in AGAIN into the incoming queue, the transferred-to
person to someone else who is trying to dial out once the transferred-to person
has hung up after losing the incoming caller.

 

Anybody ever encountered something similar? The same dialplan on the same Ast
version runs fine in 17 other locations, some with ten or twenty times more
traffic and none of these issues.

 

No errors or strangeness apparent in the CLI, verbose log, DTMF log...

 

Thanks!

 



 


--
_____________________________________________________________________
-- Bandwidth and Colocation Provided by http://www.api-digital.com --

Check out the new Asterisk community forum at: https://community.asterisk.org/

New to Asterisk? Start here:
      https://wiki.asterisk.org/wiki/display/AST/Getting+Started

asterisk-users mailing list
To UNSUBSCRIBE or update options visit:
   http://lists.digium.com/mailman/listinfo/asterisk-users

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