Queue Agent's extension never rings..
Submitted by SP on Thu, 11/08/2007 - 2:49am.
I am having problems getting my call menu sequence to work. I send the call to a ACD queue. The queue is currently setup with one agent.
Here is what my simple call menu looks like:
1. Answer incoming call
2. Go to Q [queue name] for 2 minutes with [music]
3. Hangup the call.
When I dial my DID phone number, it does go to the queue. I can hear music and the frequent announcement prompts. However the agent's extension phone does not ring at all.
I find in my control panel - "view queues" - the queue agent status is always "offline". When I log in from the agent extension phone with *54. I get the voice message "Agent logged in". However the control panel status still shows "offline" and the extension does not ring. I tried other listed methods to login the agent but the result is the same.
Other observations:-
1. If my call menu sequence calls an extension ("Go to extension") , extension rings ok.
2. If my call menu sequence calls a blast group, then the extension does not ring, even though the extension is defined as part of a blast group.
Welcome any suggestions on what I can do to get the call moving through the extensions defined for a queue.
Thanks!
SP
No Blast too
Wed, 12/05/2007 - 2:38am
Hi,
I have the same problem exactly: calls, diverts, etc works - blast doesn't. I see the same issue here:
http://www.trixbox.org/forums/trixbox-pro/trixbox-pro-help/blast-...
Where it was resolved for a few people, but on the 'remote' side, with no info on the solution itself. It would be nice to know how to fix this.
var\log\asterisk\messages:
Dec 5 08:57:09 VERBOSE[4883] logger.c: -- SIP/000682066F0D-084c3638 is ringing
Dec 5 08:57:30 VERBOSE[4883] logger.c: -- Nobody picked up in 20000 ms
Dec 5 08:57:30 VERBOSE[4883] logger.c: -- Executing Queue("Zap/3-1", "blast|tT|||20") in new stack
Dec 5 08:57:30 VERBOSE[4883] logger.c: -- Started music on hold, class 'default', on channel 'Zap/3-1'
Dec 5 08:57:30 NOTICE[4883] chan_local.c: No such extension/context 202@blasthandling creating local channel
Dec 5 08:57:30 NOTICE[4883] chan_local.c: No such extension/context 201@blasthandling creating local channel
Dec 5 08:57:30 NOTICE[4883] chan_local.c: No such extension/context 203@blasthandling creating local channel
Hmmm...
Wed, 12/05/2007 - 9:14pm
Hi guys,
SP: This issue you report is very odd. We will need to take a look. Please provide your server ID.
pcguy-za: We need to take a look at yours as well. Server ID?
FYI: the other issues had to do with certain necessary .conf files not arriving at time of activation due to network conditions. Hence, it wasn't quite a complete install. Hence, certain portions of the system (blast group for instance) did not work.
This could be same issue. We thought we had found and squashed that bug some time back. But, we won't know for sure until we can look at your system(s).
SP,
Once you provide your
Wed, 12/05/2007 - 9:56pm
SP,
Once you provide your server ID, we can check this out for you.
pcguy-za, we've performed a sync of configuration files which should have resolved this. We've also gotten to the root of a syncing problem and have resolved it! That should prevent this in the future.
Let us know if you have any questions.
Thanks,
samy
Hi Chris/Samy,
Our server id
Wed, 12/05/2007 - 11:14pm
Hi Chris/Samy,
Our server id was: 105501. However I guess we can't take advantage of your help this time.
It was imperative for us to roll out a solution asap for one of our departments by mid/end November. Since we couldn't get our account working, the department decided to purchase an IP-PBX box from a commercial call center PBX vendor and we had to discontinue our Trixbox Pro CC account...
Having said that, we might still want to have a relook at Trixbox Pro again next year for other requirements.
Regards,
SP
pcguy account
Wed, 12/05/2007 - 11:38pm
Hi,
Thx for the response - our accnt is 110539
Other issues which I have picked up which may or may not be related:
1) digium wildcard initially detected 4 active ports when in fact on 1-3 are occupied - so after updating settings each time I have to manually go into zap conf files and remove references to port 4. or asterisk doesn't run.
2) No hudlite. /usr/local/fonality doesn't exist.
Follow up
Fri, 12/07/2007 - 2:16am
Thanks for doing that Ben
Further issues though I'm afraid.
Since that was done, when I try to view extensions in the cp I get
"[BE]: F::Customer::get_support_info: support info for Server ID: '110539' was not found"
Also HUDLite client not connecting.
Dumb question: Advanced settings server name is the local server ip right?
Also how do I stop port 4 from cropping up in the ZAP CONF files. I had to edit it out again this morning before I could get the server running.
Thanks Daivd
Hi pcguy,
We just performed
Fri, 12/07/2007 - 2:40am
Hi pcguy,
We just performed an upgrade tonight which was probably related to this error during the roll-out. I tried just a minute ago and couldn't reproduce this -- you should be good!
The "Server Name" under the settings page is just a label to help identify your server (in case you have multiples.)
With the latest release that we rolled out tonight, you can now go to Options->cards and click on "Advanced Mode". This allows you to adjust zaptel and zapata directly, thus it will remain changed on both our side and your side so that it won't come back (unless you perform a re-detection of cards.)
Regarding HUD, PM me your password and we'll verify that it's the same. Also, are you connecting from the same LAN? I have verified the HUD server is running on your system.
Thanks,
samy
Hi pcguy-za,
Everything
Fri, 12/21/2007 - 6:17pm
Hi pcguy-za,
Everything looks good on your system and you have the correct password.
I would suggest going over the HUD FAQ located here:
http://www.trixbox.org/forums/trixbox-pro/hudlite-hud-pro-trixbox...
Let us know what you find!
Thanks,
Samy
Same here, Agents cannot recieve phone calls
Wed, 12/26/2007 - 7:09am
I do have same issue with my new TB Pro CCE (NFR) installation. I have a created a queue, added two active agents to the queue, created a submenu saying 'go to MYqueue after setting the ID to 'Mymenu'', added a virtual extension 2222 to forward the call to MYMenu...
Nothing works.. when i call 2222 i get "the person @ extension 2222 is on the.......blah" . from the Virtual number all other kind of other forwarding works fine..
Can anyone support me in this issue.. I think this may need a fix, or a well guided documentation (atleast for resellers).
Regards
Problem Solved - Port
Thu, 12/27/2007 - 1:48am
Hi Samy - thanks for the FAQ link.
The solution was in the remote access section about Port 6600 being open. The HUD client installed with port 5060 set as the default and I had'nt thought that it would be anything else.
Set it to 6600 and it went in immediately.
Thankis for the help
\
David
Queue Agent's extension never rings...
Thu, 04/03/2008 - 6:42am
Hi All!
We have just bought a few trixbox Pro Call Centre extensions. We wanted to test the advanced features such as ACD, Web Launcher, etc. but it seems we are experiencing the very same problem as SP.
Although we have agents' logged in the Queue, their real-time status always says "off-line" and they can't get any calls from the queue.
I would appreciate it if somebody can advise what the problem is.
Thanks in advance!
Vakero
Member Since:
2007-11-08