asterisk users - Sep 2010 - SIP softphones answer but do not connect...

The past few days I started having a problem with a small call center
setup.  All agents use Eyebeam 1.5 to receive calls from a queue.  Eyebeam is
configured to auto answer the call.  The problem is that the agents claim that
they get a call but no audio.  From the logs I can see that it is calling the
agent phone but after 10 seconds (the queue timeout for pickup) I get the
message that nobody answered and the call is sent to the next available agent.
 This can happen with up to three agents (the third finally answers the call).
 This has happened at least 20 times in the past two days.  At first the
supervisor thought that the same call was ringing on three different agents at
once but the logs say that the first two do not answer and the third does.  

     Here is an extract from the log file: http://pastebin.com/sB9JxJFm

     We are using Asterisk 1.4.35 (upgraded from 1.4.32 just in case) on a
CentOS 5.5 x64 server with DAHDI 2.3.0.1 and a TE220B card.  Could this be a
problem with chan_agent, the SIP phones or the queue?  Any ideas where to
begin debugging?

--
Carlos Chavez
Director de Tecnolog?a
Telecomunicaciones Abiertas de M?xico S.A. de C.V.
Tel: +52-55-91169161 Ext 2001

On 11/09/10 12:44 PM, Carlos Chavez wrote:
>       The past few days I started having a problem with a small call center
> setup.  All agents use Eyebeam 1.5 to receive calls from a queue.  Eyebeam
is
> configured to auto answer the call.  The problem is that the agents claim
that
> they get a call but no audio.  From the logs I can see that it is calling
the
> agent phone but after 10 seconds (the queue timeout for pickup) I get the
> message that nobody answered and the call is sent to the next available
agent.
>   This can happen with up to three agents (the third finally answers the
call).
>   This has happened at least 20 times in the past two days.  At first the
> supervisor thought that the same call was ringing on three different agents
at
> once but the logs say that the first two do not answer and the third does.
What strategy are you using for the Queue?

-- 
Cheers,

Matt Riddell
_______________________________________________

http://www.venturevoip.com/news.php (Daily Asterisk News)
http://www.venturevoip.com/exchange.php (Full ITSP Solution)
http://www.venturevoip.com/cc.php (Call Centre Solutions)

On Mon, 2010-09-13 at 12:49 +1200, Matt Riddell wrote:
> On 11/09/10 12:44 PM, Carlos Chavez wrote:
> >       The past few days I started having a problem with a small call
center
> > setup.  All agents use Eyebeam 1.5 to receive calls from a queue. 
Eyebeam is
> > configured to auto answer the call.  The problem is that the agents
claim that
> > they get a call but no audio.  From the logs I can see that it is
calling the
> > agent phone but after 10 seconds (the queue timeout for pickup) I get
the
> > message that nobody answered and the call is sent to the next
available agent.
> >   This can happen with up to three agents (the third finally answers
the call).
> >   This has happened at least 20 times in the past two days.  At first
the
> > supervisor thought that the same call was ringing on three different
agents at
> > once but the logs say that the first two do not answer and the third
does.
> 
> What strategy are you using for the Queue?
> 
	We are using Least Recent at the moment.  Why would queue strategy
impact this?

-- 
Telecomunicaciones Abiertas de M?xico S.A. de C.V.
Carlos Ch?vez Prats
Director de Tecnolog?a
+52-55-91169161 ext 2001
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> >
> > What strategy are you using for the Queue?
> >
> 	We are using Least Recent at the moment.  Why would queue strategy
> impact this?

Carlos: I had similar issues, caused by a setting somewhere in the advanced
section of eyeBeam.  Something about "Disconnect if no audio received for x
seconds". We turned this option off, and things went back to normal.

Mike

can you state your internet connection your agents are on?and one more thing..
how are the members positioned into the Queue? static? Dynamic? single station
and call forwarding (find me follow me extension in the queue)? do you get call
waiting override with Auto Answer?

-- Tarek Sawah

Integrated Digital Systems

CCNA, MCSE, RHCE, VoIP USA: +1 347 562 2308






From: cursor at telecomabmex.com
To: asterisk-users at lists.digium.com
Date: Mon, 13 Sep 2010 10:44:35 -0500
Subject: Re: [asterisk-users] SIP softphones answer but do not connect...

On Mon, 2010-09-13 at 12:49 +1200, Matt Riddell wrote:
> On 11/09/10 12:44 PM, Carlos Chavez wrote:
> >       The past few days I started having a problem with a small call
center
> > setup.  All agents use Eyebeam 1.5 to receive calls from a queue. 
Eyebeam is
> > configured to auto answer the call.  The problem is that the agents
claim that
> > they get a call but no audio.  From the logs I can see that it is
calling the
> > agent phone but after 10 seconds (the queue timeout for pickup) I get
the
> > message that nobody answered and the call is sent to the next
available agent.
> >   This can happen with up to three agents (the third finally answers
the call).
> >   This has happened at least 20 times in the past two days.  At first
the
> > supervisor thought that the same call was ringing on three different
agents at
> > once but the logs say that the first two do not answer and the third
does.
> 
> What strategy are you using for the Queue?
> 
	We are using Least Recent at the moment.  Why would queue strategy
impact this?
 
-- 
Telecomunicaciones Abiertas de M?xico S.A. de C.V.
Carlos Ch?vez Prats
Director de Tecnolog?a
+52-55-91169161 ext 2001

-- 
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On Mon, 2010-09-13 at 15:59 +0000, Tarek Sawah wrote:
> can you state your internet connection your agents are on?
> and one more thing.. how are the members positioned into the Queue?
> static? Dynamic? single station and call forwarding (find me follow me
> extension in the queue)? do you get call waiting override with Auto
> Answer?
> 
> -- Tarek Sawah Integrated Digital Systems CCNA, MCSE, RHCE, VoIP USA:
> +1 347 562 2308 
> 
> 
> 
> From: cursor at telecomabmex.com
> To: asterisk-users at lists.digium.com
> Date: Mon, 13 Sep 2010 10:44:35 -0500
> Subject: Re: [asterisk-users] SIP softphones answer but do not
> connect...
> 
> On Mon, 2010-09-13 at 12:49 +1200, Matt Riddell wrote:
> > On 11/09/10 12:44 PM, Carlos Chavez wrote:
> > >       The past few days I started having a problem with a small
call center
> > > setup.  All agents use Eyebeam 1.5 to receive calls from a queue.
Eyebeam is
> > > configured to auto answer the call.  The problem is that the
agents claim that
> > > they get a call but no audio.  From the logs I can see that it is
calling the
> > > agent phone but after 10 seconds (the queue timeout for pickup) I
get the
> > > message that nobody answered and the call is sent to the next
available agent.
> > >   This can happen with up to three agents (the third finally
answers the call).
> > >   This has happened at least 20 times in the past two days.  At
first the
> > > supervisor thought that the same call was ringing on three
different agents at
> > > once but the logs say that the first two do not answer and the
third does.
> > 
> > What strategy are you using for the Queue?
> > 
> 	We are using Least Recent at the moment.  Why would queue strategy
> impact this?
	All agents are on a local LAN with no Internet access.  We use realtime
for configuration but agents are defined as Static agents (Agent/XXX).


-- 
Telecomunicaciones Abiertas de M?xico S.A. de C.V.
Carlos Ch?vez Prats
Director de Tecnolog?a
+52-55-91169161 ext 2001
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