Customers complaining about hearing the "agent login" message

General Help
1

Hello all,

I’m using trixbox 1.2.3 and FreePBX 2.3.1

I have a number of options in the IVR but one goes to a queue. Our customer service guys log into the queue from the inside by dialing 150* and log off with 150**. I’ve been told that a number of customers report hearing the “agent log on” message when they call in from outside and press ‘2’ for customer support. Has anyone had a similar problem? Can anyone give me a clue as to how this is happening or how I can stop it?

I, for one, can’t reproduce this problem by calling in from my mobile phone.

Thanks.

2

You’re going to have to get intimate with your log files. Try to get some approximate times from customers or agents and then dive into /var/log/asterisk/full to see what’s going on around that time.

3

This is interesting, it looks like a * is tacked on the end of the queue number at some point between me dialing it and the IVR directing it…

Nov 16 15:15:48 DEBUG[7650] channel.c: Didn’t get a frame from channel: SIP/128-0943d410
Nov 16 15:15:48 DEBUG[7650] channel.c: Bridge stops bridging channels SIP/128-0943d410 and Local/160**@from-internal-cb60,1
Nov 16 15:15:48 DEBUG[7650] pbx.c: Expression result is ‘1’
Nov 16 15:15:48 DEBUG[7650] pbx.c: Expression result is ‘0’
Nov 16 15:15:48 DEBUG[7650] pbx.c: Not taking any branch
Nov 16 15:15:48 DEBUG[4170] channel.c: Avoiding initial deadlock for ‘Local/160**@from-internal-cb60,2’
Nov 16 15:15:48 DEBUG[7664] cdr_addon_mysql.c: cdr_mysql: inserting a CDR record.
Nov 16 15:15:48 DEBUG[7664] cdr_addon_mysql.c: cdr_mysql: SQL command as follows: INSERT INTO cdr (calldate,clid,src,dst,dcontext,channel,dstchannel
,lastapp,lastdata,duration,billsec,disposition,amaflags,accountcode,uniqueid,userfield) VALUES (‘2009-11-16 15:15:41’,’“josh” <128>’,‘128’,‘160**’
,‘from-internal’, ‘Local/160**@from-internal-cb60,2’,’’,‘Read’,‘CALLBACKNUM|agent-logoff||||’,7,6,‘ANSWERED’,3,’’,‘1258384541.734’,’’)
Nov 16 15:15:48 DEBUG[7650] pbx.c: Expression result is ‘1’
Nov 16 15:15:48 DEBUG[7650] cdr_addon_mysql.c: cdr_mysql: inserting a CDR record.
Nov 16 15:15:48 DEBUG[7650] cdr_addon_mysql.c: cdr_mysql: SQL command as follows: INSERT INTO cdr (calldate,clid,src,dst,dcontext,channel,dstchannel
,lastapp,lastdata,duration,billsec,disposition,amaflags,accountcode,uniqueid,userfield) VALUES (‘2009-11-16 15:15:41’,’“josh” <128>’,‘128’,‘h’,‘fr
om-internal’, ‘SIP/128-0943d410’,‘Local/160**@from-internal-cb60,1’,‘Hangup’,’’,7,7,‘ANSWERED’,3,’’,‘1258384541.720’,’’)
Nov 16 15:15:48 DEBUG[7650] chan_sip.c: update_call_counter(128) - decrement call limit counter