Callers lose place in queue

I had previously created this post. Callers lose there place in queue
PBXact 15.0.17.55
Version 12.7.8-2107-3.sng7
Ended up setting up a PBxact UC60 from scratch and they still have the same problem!
They have crazy high call volume and long waits in the queues, so their customers are really upset when it says there are number 1 in the queue, then either the go back to a higher number, like 5 in queue or the calls drops all together.

Still getting complaints about being down to caller #1 then the music will quit, the call drops, then they can start over. Had a complaint yesterday and already this morning about that.

How do I do further tracing to determine the cause of this?

The last post of your previous thread told you what to do. You did not do it.

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Actually I did, but didn’t post on it. I didn’t get any results back when I did the 2nd grep search.

  1. Screenshots are not following those instructions.
  2. grep did exactly what you told it to do. You told it to look for call 0000070a in the file dated the october 19th, when the prior search clearly told you it was in a file dated october 20th.
  3. That is not a call from yesterday, looking at old log from a completely different system will not troubleshoot anything on your new system.
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Sorry, I’m not well versed in grep, or other linux commands, other than what I have learned in freebpx. I was attempting to look for the file from the 19th, since that’s when they call queue drop had happened. I’m working on a current call queue drop now.
Here’s the result of the first search https://pastebin.freepbx.org/view/bca16bed

start with

ls -lsrt /var/log/asterisk/full*

choose the proximally dated file prior to the event in question

So from what I can tell, the caller was in the queue 32 minutes then the call dropped. Here’s the link with the CALL-ID search Automatic Pastebin from Sangoma OS 7 - FreePBX Pastebin

When I did just entered the /asterisk/full it gets results,so I think I have what I need, but when I do the /full-20211123
it doesn’t show any results.

image

Please use pastebin, its a real pain to work with your pictures

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I think I have the needed info in the pastebin links https://pastebin.freepbx.org/view/24dea647

I disagree, the info will be in a file that was opened prior to your ‘event’ and closed or still open after your event.

You can further filter that event as I hope you understand that expecting comment on largely noisy 7000 lines is onerous

Here’s the pastebin you requested. https://pastebin.freepbx.org/view/ca5f3a09
What should I be trying to filter for? I know, 7000 lines is a lot.

Where did you conjure up C-00005c85 from?

When I searched for the system id of the call that dropped out of queue, I get the results below, which I had in the first pastebin link. From the providing great sip debug link, I understood the Asterisk Call-ID, which is C-00005c85 , is what I needed to filter the call trace. Am I not understanding that correctly?

[[email protected] ~]# grep 1637688260.1658782 /var/log/asterisk/full*
/var/log/asterisk/full:[2021-11-23 11:24:20] VERBOSE[4890][C-00005c85] pbx.c: Executing [[email protected]:22] Set(“SIP/Voip_Innovations_In-0002fb1f”, “__CRM_LINKEDID=1637688260.1658782”) in new stack
/var/log/asterisk/full:[2021-11-23 11:24:21] VERBOSE[4890][C-00005c85] res_agi.c: sangomacrm.agi,true: LINKEDID: 1637688260.1658782
/var/log/asterisk/full:[2021-11-23 11:24:37] VERBOSE[4890][C-00005c85] pbx.c: Executing [[email protected]:1] Set(“SIP/Voip_Innovations_In-0002fb1f”, “TOUCH_MONITOR=1637688260.1658782”) in new stack
/var/log/asterisk/full:[2021-11-23 11:24:48] VERBOSE[4890][C-00005c85] pbx.c: Executing [[email protected]:41] QueueLog(“SIP/Voip_Innovations_In-0002fb1f”, “802,1637688260.1658782,NONE,DID,3046611559”) in new stack

Again, you are looking in the wrong file.
Try grep C-00005c85 /var/log/asterisk/full-20211124, it will work wonders.

I"m not seeing the wonders yet.

[[email protected] ~]# grep C-00005c85 /var/log/asterisk/full-20211124
grep: /var/log/asterisk/full-20211124: No such file or directory
[[email protected] ~]#

Think I’m seeing the wonders now. Must be something in how the log files are created by date,the one for the 24th includes data from the 23rd. So I ran that grep search in the full-20211124 log this morning, but it still gives me the same info as my first pastebin link, but here it is again. Automatic Pastebin from Sangoma OS 7 - FreePBX Pastebin
The info lines up with the time stamp from the CDR reports. At 11:56 is when the call drops. I see these errors
Line 1527441: [2021-11-23 11:56:44] VERBOSE[5500][C-00005c85] pbx.c: Executing [[email protected]:5] Set(“Local/[email protected];2”, “RT=25”) in new stack
Line 1527442: [2021-11-23 11:56:44] WARNING[5500][C-00005c85] chan_sip.c: This function can only be used on SIP channels.
Line 1527443: [2021-11-23 11:56:44] VERBOSE[5500][C-00005c85] pbx.c: Executing [[email protected]:6] ExecIf(“Local/[email protected];2”, “0?Macro(vm,102,DIRECTDIAL,)”) in new stack
Line 1527444: [2021-11-23 11:56:44] WARNING[5500][C-00005c85] chan_sip.c: This function can only be used on SIP channels.
Line 1527445: [2021-11-23 11:56:44] WARNING[5500][C-00005c85] chan_sip.c: This function can only be used on SIP channels.
Line 1527446: [2021-11-23 11:56:44] VERBOSE[5500][C-00005c85] pbx.c: Executing [[email protected]:7] ExecIf(“Local/[email protected];2”, “0?MacroExit()”) in new stack
Line 1527447: [2021-11-23 11:56:44] WARNING[5500][C-00005c85] chan_sip.c: This function can only be used on SIP channels.
Line 1527448: [2021-11-23 11:56:44] ERROR[5500][C-00005c85] res_pjsip_header_funcs.c: This function requires a PJSIP channel.
Line 1527449: [2021-11-23 11:56:44] VERBOSE[5500][C-00005c85] pbx.c: Executing [[email protected]:8] ExecIf(“Local/[email protected];2”, “0?Macro(vm,102,DIRECTDIAL,)”) in new stack
Line 1527450: [2021-11-23 11:56:44] ERROR[5500][C-00005c85] res_pjsip_header_funcs.c: This function requires a PJSIP channel.
Line 1527451: [2021-11-23 11:56:44] ERROR[5500][C-00005c85] res_pjsip_header_funcs.c: This function requires a PJSIP channel.
Line 1527452: [2021-11-23 11:56:44] VERBOSE[5500][C-00005c85] pbx.c: Executing [[email protected]:9] ExecIf(“Local/[email protected];2”, “0?MacroExit()”) in new stack
Line 1527453: [2021-11-23 11:56:44] ERROR[5500][C-00005c85] res_pjsip_header_funcs.c: This function requires a PJSIP channel.
Line 1527454: [2021-11-23 11:56:44] VERBOSE[5500][C-00005c85] pbx.c: Executing [[email protected]:10] Gosub(“Local/[email protected];2”, “sub-record-check,s,1(exten,102,dontcare)”) in new stack

So I changed the sip channel driver from both to chansip since that’s what is being used. But I’m not sure if that’s related or not.
The complaint is this " The caller got cut off 4 times when he got You are now the next person in line then the music would play for a minute or so then stop. He would hear a couple of clicks and the call was terminated."

Your agents are not answering when their device is ringing. Fix the user issue.

As for everything else, Check your queue timeouts, and failover settings. Make sure nothing is going “back” into the queue, as that would do exactly what you are describing.

the last time i saw this, the queue overflow was set to itself.

so it was ringing an agent, timing out, and re-joining the queue (at the back)

I like sorvani’s answer. It is real world, to the point. If you are running a call center your agents should be answering the calls. 32 minutes is not a call center.