Trevor L Benson
2012-11-27 19:44:31 UTC
Hello,
We have been in the process of testing openUC 4.6 with plans to migrate off of our 4.4. The last functional test for internal use was migrating our ACD to a Call Center configuration.
OVERVIEW:
Our openUC server is version 4.6.0-21 with the latest updates.
OpenACD 4.6 instructions have been followed creating Client, Line, Queue Group, Queue, Agent Group and Agents as described in http://wiki.sipfoundry.org/display/sipXecs/OpenACD+Setup+for+sipXecs+4.6 wiki article, however screenshots appear to be out of date compared to the latest release. Line sets client, Queue has a required skill, agent has said queue and client based skill. Also tested with the All skill required.
We (Agents) can sign into the queue with the agent web interface on http://{server-host-name}:5050. The login which no longer holds endpoint and endpoint data fields which I assume is by design because these should be carried over from the User configuration data. After logging into the web interface it shows Profile: State: Denial. Agents can change to Available.
ISSUE:
An inboud call hits the dialplan extension/alias/DID, it then gets routed to the auto attendant, which then routes to the Contact Center Line. We played audio at both the Auto Attendant and the Contact Center Line to confirm we reached the destination. At the end of the audio for the Contact Center Line, it hangs up the call without sending it along to available agents.
Inside the agent web interface Ring Test and Hangup are always grayed out and cannot be used to test functionality. Clicking on the tabs and going to Endpoints shows an empty configuration for Freeswitch endpoint/endpoint data. I expect these fields should be automatically filled from the User config of sipX (MongoDB I believe) and the Endpoint tab has not been disabled yet.. However it seemed potentially related since Ring Test is constantly unavailable that an endpoint isn't configured properly for the agent to receive media.
We can also sign in with *87, and go available with *90, this however produces the same result of the call making it through the dial plan, into an auto attendant and pointing to the Contact Center Line and then hanging up after the Line audio greeting.
We checked into the log /var/log/sipxpbx/freeswitch.log which shows the following errors during the hangup event:
----------------
2012-11-27 10:09:10.443508 [ERR] mod_erlang_event.c:1210 Error connecting to node openacd@{server-hostname} (erl_errno=5, errno=0)!
2012-11-27 10:09:10.443508 [ERR] mod_erlang_event.c:1210 Error connecting to node openacd@{server-hostname} (erl_errno=5, errno=0)!
2012-11-27 10:09:10.443508 [NOTICE] switch_core_state_machine.c:226 sofia/voice.a-1networks.com/nobody@{server-ip}:15060 has executed the last dialplan instruction, hanging up.
----------------
We also checked the /var/log/openacd/full.log which shows the following errors every so often:
----------------
10:57:46.811200 [ERROR] <0.635.0> ** Node ***@127.0.0.1 not responding **
** Removing (timedout) connection **
----------------
Not sure if this is caused by /etc/sipxpbx/freeswitch/conf/autoload_configs/erlang_event.conf.xml having parameter: <param name="nodename" value="***@127.0.0.1"/>, but seems to be the only reference in the flat file configuration for ***@127.0.0.1, which shows the listen-port as 8031. netstat shows that 0.0.0.0 (the defined listen-ip) is configured with port 8031 for process freeswitch (also ports 8080, 8021, and 15060 on 0.0.0.0, 127.0.0.1 and the actual server-ip respectively). A simple telnet to each of these ports provides a connection with 8021 responding "Content-Type: auth/request". However 8031 provides a connection but immediately disconnects in around 1 second.
Let me know if we should take a snapshot or if the wiki is missing a step since 4.6 is under heavy active development and the screenshots are slightly different than the current 4.6 Contact Center screens.
Thanks,
Trevor Benson, Network Engineer
A1 Networks
Voice: 707-703-1041
For support issues please email ***@a-1networks.com or call 707-703-1050
We have been in the process of testing openUC 4.6 with plans to migrate off of our 4.4. The last functional test for internal use was migrating our ACD to a Call Center configuration.
OVERVIEW:
Our openUC server is version 4.6.0-21 with the latest updates.
OpenACD 4.6 instructions have been followed creating Client, Line, Queue Group, Queue, Agent Group and Agents as described in http://wiki.sipfoundry.org/display/sipXecs/OpenACD+Setup+for+sipXecs+4.6 wiki article, however screenshots appear to be out of date compared to the latest release. Line sets client, Queue has a required skill, agent has said queue and client based skill. Also tested with the All skill required.
We (Agents) can sign into the queue with the agent web interface on http://{server-host-name}:5050. The login which no longer holds endpoint and endpoint data fields which I assume is by design because these should be carried over from the User configuration data. After logging into the web interface it shows Profile: State: Denial. Agents can change to Available.
ISSUE:
An inboud call hits the dialplan extension/alias/DID, it then gets routed to the auto attendant, which then routes to the Contact Center Line. We played audio at both the Auto Attendant and the Contact Center Line to confirm we reached the destination. At the end of the audio for the Contact Center Line, it hangs up the call without sending it along to available agents.
Inside the agent web interface Ring Test and Hangup are always grayed out and cannot be used to test functionality. Clicking on the tabs and going to Endpoints shows an empty configuration for Freeswitch endpoint/endpoint data. I expect these fields should be automatically filled from the User config of sipX (MongoDB I believe) and the Endpoint tab has not been disabled yet.. However it seemed potentially related since Ring Test is constantly unavailable that an endpoint isn't configured properly for the agent to receive media.
We can also sign in with *87, and go available with *90, this however produces the same result of the call making it through the dial plan, into an auto attendant and pointing to the Contact Center Line and then hanging up after the Line audio greeting.
We checked into the log /var/log/sipxpbx/freeswitch.log which shows the following errors during the hangup event:
----------------
2012-11-27 10:09:10.443508 [ERR] mod_erlang_event.c:1210 Error connecting to node openacd@{server-hostname} (erl_errno=5, errno=0)!
2012-11-27 10:09:10.443508 [ERR] mod_erlang_event.c:1210 Error connecting to node openacd@{server-hostname} (erl_errno=5, errno=0)!
2012-11-27 10:09:10.443508 [NOTICE] switch_core_state_machine.c:226 sofia/voice.a-1networks.com/nobody@{server-ip}:15060 has executed the last dialplan instruction, hanging up.
----------------
We also checked the /var/log/openacd/full.log which shows the following errors every so often:
----------------
10:57:46.811200 [ERROR] <0.635.0> ** Node ***@127.0.0.1 not responding **
** Removing (timedout) connection **
----------------
Not sure if this is caused by /etc/sipxpbx/freeswitch/conf/autoload_configs/erlang_event.conf.xml having parameter: <param name="nodename" value="***@127.0.0.1"/>, but seems to be the only reference in the flat file configuration for ***@127.0.0.1, which shows the listen-port as 8031. netstat shows that 0.0.0.0 (the defined listen-ip) is configured with port 8031 for process freeswitch (also ports 8080, 8021, and 15060 on 0.0.0.0, 127.0.0.1 and the actual server-ip respectively). A simple telnet to each of these ports provides a connection with 8021 responding "Content-Type: auth/request". However 8031 provides a connection but immediately disconnects in around 1 second.
Let me know if we should take a snapshot or if the wiki is missing a step since 4.6 is under heavy active development and the screenshots are slightly different than the current 4.6 Contact Center screens.
Thanks,
Trevor Benson, Network Engineer
A1 Networks
Voice: 707-703-1041
For support issues please email ***@a-1networks.com or call 707-703-1050