It's a valid hijak Melcon because these are the sorts of issues I have experienced all along with the ACD. The choppy audio is usually solved with faster equipment because the ACD is a B2BUA (the call is anchored on that service).
The other types of issues you are describing are what have always been attributed to transferring calls. One of the better ways to avoid issues with the current ACD is to have a separate extension just for ACD for each user that is a secondary line on the user's phone. This way if they pickup to dial out they don't make themselves busy when the ACD doesn't think they are busy. Thanks, Mike On Thu, Aug 30, 2012 at 7:30 PM, Melcon Moraes <[email protected]> wrote: > I am quite impressed with your success stories. :) > > I used to have an ACD running pretty well on a 4.0.2 box. Now, I have some > 4.4 boxes and all kinds of issues. Have you ever faced some of them? > > - Audio issues. People complaining about chopping voice and noise. > Indeed, if I call the extension directly, without passing through ACD, > there's a noticeable difference in the audio quality. > > - Realtime statistics - some calls that enter the queue and got picked up > never "leave" the queue. On *sipxacd_events.log* one can see the events > "enter-queue", "pick-up" and "terminate". Sometimes there is the "transfer" > event as well. Some calls never got the "terminate" event written on that > log. Then you have on Calls Statistics page calls with +70min long, when > the real call took only 3min. > > - Routing to agent: still on the above example, ACD Presence shows the > user as idle but the ACDServer "thinks" the user is still not free. That > agent will never get a call again until you restart ACDServer. > > - sipxacd.log is full of > "2012-08-30T18:44:02.139782Z":934039:KERNEL:NOTICE:sip.example.com:MpMedia:B6BB1B90:sipxacd:"OsMsgQShared::doSendCore > message queue 'mpStartUp::MpMisc.pSpkQ' is over half full - count = 12, max > = 14" > > +1 on what Todd Hodgen said about the best practices/tips. > > Sorry to hijack the thread. > > - > MM > > > On Wed, Aug 29, 2012 at 9:29 AM, Matt White <[email protected]>wrote: > >> I've often heard it cited that the old ACD cant transfer out of the >> queue. I think this is based on very old info....pre 4.2 days. We have no >> less than hundreds of calls (if not thousands) across several customers >> sites sending calls into queues and back out to non ACD extensions. ACD >> has preformed very well for us and is very stable (i cant think of one ACD >> related crash/issue). When it comes to transferring out of the queue, I'd >> say our heaviest call center customer that has 23 agents and processes no >> less than 800 calls a day will transfer 50% of the calls from and agent out >> of the queue to a regular extension. They even transfer ACD calls back out >> to external numbers (hairpins). >> >> In fact, we have a customer that has some pretty complex call flow in and >> out of the ACD. >> Calls come into the queue. If its not answered it overflows out to an AA >> where they get custom options to keep holding etc. they then get >> transferred back into a second ACD queue. This happens multiple times. >> Siptraces are quite long because each call stays anchored in the queue >> which is great for reporting. >> >> Hunt groups do not provide was call centers want. Call center managers >> need to run reports based on when an agent signed in/out; how long did they >> talk; how long did they ring; how long are customers waiting in queues and >> how many customers are stacking up in queues.... >> >> The distinctive tone as noted in this original thread and modified caller >> id are also part of that need. >> >> Hunt groups just dont preform these functions (if they did, they would be >> an ACD and not a hunt group). >> >> So for us, the bulk of our installations are call centers. As VOIP/SIP >> becomes more common place its increasingly difficult to sell something that >> just does call routing and voicemail...there is just so many cheap and >> hosted solutions if thats all you need. Which is why are installations for >> the last few years have moved up the stack to customers that have more >> specialized needs. >> >> So for us, our dilemma is get sipXacd maintained internally (we have an >> elance dev working on that now), or look for a new platform. >> >> -M >> >> >>> Michael Picher <[email protected]> 08/29/12 6:53 AM >>> >> >> The problem with the old ACD, every time I tried to use it, was that it >> was fragile. Do this, don't ever do that, etc... Any time I tried to use >> it in a situation the customer (and then ultimately me) had a bad >> experience. >> >> If they can make it stable, and make it so you can transfer calls out of >> queue that would be awesome. >> >> Most people don't need a real ACD (even though they think they want an >> ACD). What they need are fancy hunt groups which is exactly what the 4.4 >> ACD does. >> >> Work has begun on a new hunt group app that will hopefully alleviate the >> need for an ACD in cases where it really isn't needed. This will be based >> around some new code and involve a B2BUA that can 'own' the call and then >> hunt out. This will be in contrast to how hunt groups work now where it's >> a SIP messaging nightmare. >> >> Circular hunt groups, linear hunt groups, being able to ring the same >> extension at more than one point in a hunt group are all envisioned. At >> some point I'd even like to see users be able to (from a phone or user >> portal) login/out of hunt groups, or only ring certain users for different >> days/hours in a hunt group. >> >> With the current workload I wouldn't expect anything until 4.8 though. >> >> Thanks, >> Mike >> >> On Wed, Aug 29, 2012 at 6:21 AM, Matt White <[email protected]>wrote: >> >>> Funny, the beep is one reason my customers wont move to openACD. OpenACD >>> for my customers that need a true ACD. The old ACD worked well despite its >>> bad rap. >>> >>> We have a developer working on get sipXacd ported over to 4.6 so there >>> is hope yet. >>> >>> As to your specific issue, I don't think the tone is an audio file, so >>> you would need to create a patch to remove it. >>> >>> -m >>> >>> >>> >>> >>> Ali Dashti <[email protected]> 08/28/12 9:14 AM >>> >>> >>> Thanks Tony, one thing that made me go back to 4.4 ACD was the CallerID >>> and DNID! In 4.4 ACD when a call arrives; an agent would see a Queue name >>> and the Line extention in CallerID but in OpenACD even the DNID changes to >>> agent extension number; therefore prevents me from knowing what number was >>> dialed!! This was my primary result, do you see this as well? >>> >>> On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano < >>> [email protected]> wrote: >>> >>>> fyi - If you are referring to the existing ACD (not openacd) I don't >>>> think any resources are going into it as it is being removed in favor of >>>> the openacd integration starting up in 4.6. >>>> >>>> On Tue, Aug 28, 2012 at 8:55 AM, Ali Dashti <[email protected]>wrote: >>>> >>>>> This could be a very old issue! I was wondering if there is a way to >>>>> remove the beep heard a short moment after an agent picks up a call >>>>> on ACD!! Thanks. >>>>> >>>>> _______________________________________________ >>>>> sipx-users mailing list >>>>> [email protected] >>>>> List Archive: http://list.sipfoundry.org/archive/sipx-users/ >>>>> >>>> >>>> >>>> >>>> -- >>>> ~~~~~~~~~~~~~~~~~~ >>>> Tony Graziano, Manager >>>> Telephone: 434.984.8430 >>>> sip: [email protected] >>>> Fax: 434.465.6833 >>>> ~~~~~~~~~~~~~~~~~~ >>>> Linked-In Profile: >>>> http://www.linkedin.com/pub/tony-graziano/14/4a6/7a4 >>>> Ask about our Internet Fax services! >>>> ~~~~~~~~~~~~~~~~~~ >>>> >>>> Using or developing for sipXecs from SIPFoundry? Ask me about >>>> sipX-CoLab 2013! >>>> <http://sipxcolab2013.eventbrite.com/?discount=tony2013> >>>> >>>> >>>> LAN/Telephony/Security and Control Systems Helpdesk: >>>> Telephone: 434.984.8426 >>>> sip: [email protected].**net<[email protected]> >>>> >>>> Helpdesk Customers: >>>> http://myhelp.myitdepartment.**net<http://myhelp.myitdepartment.net> >>>> Blog: http://blog.myitdepartment.net >>>> >>>> _______________________________________________ >>>> sipx-users mailing list >>>> [email protected] >>>> List Archive: http://list.sipfoundry.org/archive/sipx-users/ >>>> >>> >>> >>> _______________________________________________ >>> sipx-users mailing list >>> [email protected] >>> List Archive: http://list.sipfoundry.org/archive/sipx-users/ >>> >> >> >> >> -- >> Michael Picher, Director of Technical Services >> eZuce, Inc. >> >> 300 Brickstone Square**** >> >> Suite 201**** >> >> Andover, MA. 01810 >> O.978-296-1005 X2015 >> M.207-956-0262 >> @mpicher <http://twitter.com/mpicher> >> linkedin <http://www.linkedin.com/profile/view?id=35504760&trk=tab_pro> >> www.ezuce.com >> >> >> ------------------------------------------------------------------------------------------------------------ >> There are 10 kinds of people in the world, those who understand binary >> and those who don't. >> >> >> _______________________________________________ >> sipx-users mailing list >> [email protected] >> List Archive: http://list.sipfoundry.org/archive/sipx-users/ >> > > > _______________________________________________ > sipx-users mailing list > [email protected] > List Archive: http://list.sipfoundry.org/archive/sipx-users/ > -- Michael Picher, Director of Technical Services eZuce, Inc. 300 Brickstone Square**** Suite 201**** Andover, MA. 01810 O.978-296-1005 X2015 M.207-956-0262 @mpicher <http://twitter.com/mpicher> linkedin <http://www.linkedin.com/profile/view?id=35504760&trk=tab_pro> www.ezuce.com ------------------------------------------------------------------------------------------------------------ There are 10 kinds of people in the world, those who understand binary and those who don't.
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