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rhill

Agent Group actions strange

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I setup a plain agent group on PBXnSIP Version: 3.1.0.3031 (Linux) we have Additional license information: Extensions: 440/5000 Accounts: 607/9999 on the server.

 

This new agent group has strange behavior. If a call comes in and rings until X time (this is a basic default setting agent group) the call will sit in either ringing or waiting. The call never gets answered. The caller eventually has to hang up and sometimes this process gets repeated thusly looking like a lot of dropped calls.

 

I have set a if ringing 25 seconds fwd to voicemail setting but I would like to see it stay available for answer. I attempted to send it back into the same agent group by setting the same if ringing 20 seconds fwd to agent group but those calls do not get answered either.

 

What is causing this behavior. There are only 2 agents taking calls or sometimes just 1. So they need to have calls that are queued go to them directly. They use Polycom 550/501 phones.

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So are you still running version 3.1? In the meantime we added some options so that after some time the PBX can take the caller out of the queue and send them to another location. And a lot of other features have been added to the ACD as well.

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My main concern would be the actual behavior. The call in the Agent Group seems to get stuck if the call is not immediately answered. It rolls back to a waiting status and holds there until the caller hangs up. There is seemingly no way for the agent to answer the call stuck.

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our client still reports this "idle" status. he is logged in and all indicators show that he is and has been:

 

Agent Name Availability Calls Duration (Hold)

7000 Karla Rowland 0

7003 Randy Martin 07:06-07:23 07:23- 21 0:18:12 0:00:06

 

the 7000 and 7003 are call takers. we setup a vm to catch calls that get stuck ringing for 25 seconds that dumps to 7103

 

2012/12/11 07:12:00 5128100858 5125877729 - 2101 7003 00:09 00:03 00:48

2012/12/11 07:23:19 ON-NET (5125877729@dblhorn-platformsvcs.net) 15125877729 - 2101 7003 00:05 00:01 00:05

2012/12/11 07:25:49 5122914000 5125877729 - 7103 7003 00:05 00:25 00:10

2012/12/11 07:26:38 ON-NET (5125877729@dblhorn-platformsvcs.net) 15125877729 - 2101 7003 00:05 00:01 00:04

2012/12/11 07:34:52 5125207840 5125877729 - 2101 7003 00:05 00:02 00:45

2012/12/11 07:40:16 ON-NET (5125877729@dblhorn-platformsvcs.net) 15125877729 - 7103 7003 00:05 00:25 00:01

2012/12/11 07:40:44 ON-NET (5125877729@dblhorn-platformsvcs.net) 15125877729 - 2101 7003 00:05 00:01 00:05

2012/12/11 07:42:59 5125172785 5125877729 - 2101 7003 00:05 00:02 00:47

2012/12/11 07:43:56 7024281245 5125877729 - 2101 7003 00:25 00:02 01:00

2012/12/11 07:47:13 5127078072 5125877729 - 2101 7003 00:09 00:02 00:25

2012/12/11 07:49:00 5127882762 5125877729 - 2101 7003 00:05 00:02 00:43

2012/12/11 07:51:09 8186690438 5125877729 - 2101 7003 00:05 00:07 00:23

2012/12/11 07:55:45 5129146357 5125877729 - 2101 7003 00:05 00:02 01:49

2012/12/11 08:12:34 3036388437 5125877729 - 7103 7003 00:09 00:25 00:11

2012/12/11 08:14:47 5129310207 5125877729 - 2101 7003 00:05 00:03 00:43

2012/12/11 08:26:15 3036388437 5125877729 - 2101 7003 00:06 00:01 01:41

2012/12/11 08:28:14 3036388437 5125877729 - 2101 7003 00:05 00:01 01:29

2012/12/11 08:36:40 8302001033 5125877729 - 2101 7003 00:15 00:10 01:24

2012/12/11 08:38:33 5122296711 5125877729 - 2101 7003 00:05 00:09 01:08

2012/12/11 08:40:28 5122296711 5125877729 - 2101 7003 00:05 00:02 01:36

2012/12/11 08:45:13 5124467677 5125877729 - 2101 7003 00:05 00:03 00:50 00:04

2012/12/11 08:46:08 5125385527 5125877729 - 2101 7003 00:27 00:02 00:57

2012/12/11 08:46:37 5129470966 5125877729 - 2101 7003 00:35 00:02 00:27

2012/12/11 08:47:38 5124467677 5125877729 - 2101 7003 00:38 00:01 01:03 00:02

 

 

During these 3 times (there are more from yesterday) it rings his extension for 25 seconds according to the call log. The agent says the call never rings. What should we do with this unexpected behavior?

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He also replied that he is able to continue to get calls if he *64 (agent login) every 5 minutes. How can I avoid having him do this behavior every 5 minutes?

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Is there any chance to upgrade the system to version 5 or at least version 4?

 

Also, what you should check if the registration is stable. I am not sure if that feature was already in 3.1, but can you tell the PBX to send out an email to the administrator when the registration status of the agent has changed (in the registration tab for the extension). Unstable registration would explain this behavior.

 

The 25 seconds could be the request timeout from the PBX. If the phone does answer not anything at all, it would consider this a timeout response code and move on.

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