I’ve got an IVR, with different queues. The thing is that for some customers, when they are in the queues, instead of having some agents of the queues, they are redirected to an external number (04499) which is a real external number. And so customers, instead of having someone from my company, have a call with someone else.
Here below the link where you will be able to download the Call Event log:
The thing is: i don’t have any 4499 extension configured anywhere, so i’d like to know why some customers in queues are redirected to this extension which i don’t know
Call Event Logging is too complicated and your link is incomplete, just post the regular log of a failed call, only in exceptional circumstances would 04499 ever be a “real” external number, and if so only in your particular deployment, please explain why you think it is.
0 is the number used to call outside, and 4499 is a real number in my country: it is the number to reach telephone directory information. And i know the customer is redirected to this number, as guys from the telephone information called us, saying that they had some people who composed our number, and instead of having us (4410), they have them (4499), which is confirmed when i see CDR logs like below:
This one shows that 04499 has been dialed, is that correct ?
Call Date Recording System CallerID Outbound CallerID DID App Destination Disposition Duration
2015-01-07 09:58:40 1420660710.9746187206555 <87206555> Dial 04499 ANSWERED 00:21
For a failed call, how do i do that ? this redirection happened randomly, so if i have to get the trace online, it would be difficult. Can you provide me a wayt to perform a trace of the call log ?
Alright here below the whole call detailed, from what i’ve seen it seems that there is a moment where the server will redirect the call to the extension 04499, and i don’t know where it take this value, as it’s nowhere in files (i’ve performed the grep search you provided to me in your answer before).
Please find below the text file with the detail of the call (as i can’t post links on this message, i’ve put a space between each word and character, please remove all space to get the full link).
perhaps not so I found your log , but I don’t think anybody will have the patience to go through all that, (I know I don’t) set debug to 0 and verbosity to 3 to start with, the logs would then be easier for us to consume.
( you can set those levels in /etc/asterisk/asterisk.conf if you RTFM, how did you install your system?)
Caller 87xxxx is calling 4410
-> He will get an IVR
-> After selection he will be in queue 695, where there are several static agents (606,607,611,614)
-> After no answer from anyone in the queue, at 14:38:54, here starting to appears the 04499
[2015-01-09 14:38:54] VERBOSE[29163] pbx.c: – Executing [04499@from-internal:1] Macro(“SIP/611-000070e6”, “user-callerid,LIMIT”) in new stack
And as i’ve said before, composing 04499 from my platform will send you to the telephone information of another company, as 4499 is a real number (and 0 is the number to compose to call outside).
i really hope you can help me in this case, thanks !!!
Ok i’ve re-installed the system, don’t have the warning PTMP error, nor the ERROR strings, however the bug is still there.
I really don’t understand why the system would transfer to this 04499 destination which has never been set up. I think i will go back to my trixbox system where this issue wasn’t there.