[asterisk-users] Predictive call - agent talking to a customer, then suddenly talking to another customer

[Stefan Viljoen]

Hi, do you have NAT between Asterisk and agent phones? 

S pozdravem
Tomáš Holý

Hi Tomas

Thanks for replying.

Yes, the phones are in one location in a LAN and are then NATed to enable them to contact the Asterisk which is hosted in the cloud.

A typical sip.conf phone configuration on the remote server for the site is

[general]
session-timers=refuse
disallow=all
allow=g729:20
allow=ulaw
allow=alaw
fromuser=xxx
useragent=xxx
callcounter=yes
alwaysauthreject=yes
allowguest=no
jbnable=yes
jbforce=no
jbimpl=adaptive
jblog=no
jbmaxsize=200
jbresyncthreshold=1000
externaddr=xx.xx.xx.xx
localnet=xx.xx.xx.xx/255.255.255.0

[xxxx]
type=peer
user=xxxx
secret=xxxx
host=dynamic
disallow=all
allow=g729
allow=ulaw
allow=alaw
dtmfmode=rfc2833
context=xxxx
call-limit=1
limitonpeers=yes
callgroup=1
pickupgroup=1
deny=0.0.0.0/0.0.0.0
permit=xxx.xxx.xxx.xxx/255.255.255.255
nat=force_rport,comedia

Not sure if that helps much.

Thanks for the reply!

> 13. 2. 2020 v 19:06, Stefan Viljoen <viljoens at verishare.co.za>:
> 
> 
> Hi all
>  
> Asterisk 13 instance - I’ve got a situation in an agent queue that an agent will be talking to one person, then suddenly the same agent will be talking to another person who was talking to another agent.
>  
> The calls do not switch around between the two agents, the “losing” agent will just suddenly have silence in his handset and the other agent will now be talking to “his” customer.
>  
> The original customer is simply cut off instantly the moment this happens.
>  
> This happens randomly. I have yet to collect log output and capture the CLI, etc. but anybody ever heard of this happening?
>  
> It is as if agent channels get randomly reassigned / lose their audio channel from outside the Asterisk - one channel is disconneted that a customer was on and certain agents are suddenly talking to someone else and lose the original caller they were busy with.
>  
> Where can I even being to look?
>  
> Thx!
> <image001.png>