Blind Transfer Issue

hello every one
i have a strange problem which i cannot trace because it is not regular
some times the call center agent when he put the number in the dial box and hit blind transfer button the call return to his extension immediately without being transfered to the correct destination and iam sure he havn`t selected his extension from extension box before he hits the blind transfer button
i hope that someone faced the same issue before and figured it out
thank you

Comments

  • Hi,
    The only way to find out what happens is to look at debug logs.
    http://members.asternic.biz/knowledge_base/how-to-debug-fop2
    Best regards,

  • hello
    so sorry for late reply
    i have followed the instruction and i was able to capture the logs and the following log is belong to the issue
    the scenario was like this
    one of call center agent "Extension 105" was trying to blind transfer one of our internal extensions "Extension 1507" to outside call and the call returned immediately
    the first attempt failed but the second attempt succeed to blind transfer the call
    P.S: i have replaced the outside NO. with ^############^
    `
    10.10.10.167:55962 <=

    127.0.0.1            -> Action: GetVar
    127.0.0.1            -> Channel: SIP/105-00033ab3
    127.0.0.1            -> Variable: BRIDGEPEER
    127.0.0.1            -> ActionID: 32
    
    127.0.0.1            -> 3|blindxfernumber|^############^|e9f9063468e08a9d5a9d4cea63f62fab
    
    127.0.0.1            <- Response: Success
    127.0.0.1            <- ActionID: 32
    127.0.0.1            <- Variable: BRIDGEPEER
    127.0.0.1            <- Value: Local/105@from-queue-00015d2c;2
    
    127.0.0.1            -> Action: Redirect
    127.0.0.1            -> Channel: Local/105@from-queue-00015d2c;2
    127.0.0.1            -> Exten: ^############^
    127.0.0.1            -> Context: from-internal
    127.0.0.1            -> Priority: 1
    
    127.0.0.1            <- Response: Error
    127.0.0.1            <- Message: Missing action in request
    
    127.0.0.1            <- Response: Success
    127.0.0.1            <- Message: Redirect successful
    
    127.0.0.1            <- Event: Bridge
    127.0.0.1            <- Privilege: call,all
    127.0.0.1            <- Bridgestate: Unlink
    127.0.0.1            <- Bridgetype: core
    127.0.0.1            <- Channel1: Local/105@from-queue-00015d2c;2
    127.0.0.1            <- Channel2: SIP/105-00033ab3
    127.0.0.1            <- Uniqueid1: 1572521633.390621
    127.0.0.1            <- Uniqueid2: 1572521633.390623
    127.0.0.1            <- CallerID1: 1507
    127.0.0.1            <- CallerID2: 105
    
    127.0.0.1            <- Event: Hangup
    127.0.0.1            <- Privilege: call,all
    127.0.0.1            <- Channel: SIP/105-00033ab3
    127.0.0.1            <- Uniqueid: 1572521633.390623
    127.0.0.1            <- CallerIDNum: 105
    127.0.0.1            <- CallerIDName: Agent 05
    127.0.0.1            <- ConnectedLineNum: 1507
    127.0.0.1            <- ConnectedLineName: Call Center:5th Counter
    127.0.0.1            <- AccountCode: 
    127.0.0.1            <- Cause: 16
    127.0.0.1            <- Cause-txt: Normal Clearing
    `
    

    thank you in advanced
    i appreciate your help

  • edited November 3

    hello again
    here is another station where is the call returned immediately to the call center agent
    this time the call was from our extension "1014" and the call center agent "104 => part of ring group" was trying to blind transfer it to outside call
    but this time i enabled full debug mode 511 and i captured the log which related to this issue , i hope this would clarify the problem
    P.S: i have replaced the outside NO. with ^############^
    `
    10.10.10.180:57196 <=

    -- PROCESS_FLASH_COMMAND origen 4 accion blindxfernumber destino ^##########^ password 402e6f682f97e8f96c0fe7f0425819cc
    
    VALIDAR USUARIO 104@GENERAL
    
    validate password using key pNxngYuHShH2ubeBM9Mvr2LpLOSqvDx2o5V
    
    VALIDAR USUARIO 104 OK con clave regular (10.10.10.180:57196)
    
    Validation ok, have transfer permissions for all buttons (0) ^##########^
    
    It's blessed into class FOP2::Extension
    
    ++ GET SERVER for SIP/104 = localhost
    
    BLIND TRANSFER a extension destino is Local (Local/104@from-queue-00018402), query BRIDGEPEER to Asterisk
    
    127.0.0.1            -> Action: GetVar
    127.0.0.1            -> Channel: SIP/104-000391e1
    127.0.0.1            -> Variable: BRIDGEPEER
    127.0.0.1            -> ActionID: 42
    
    127.0.0.1            -> 4|blindxfernumber|^##########^|402e6f682f97e8f96c0fe7f0425819cc
    
    127.0.0.1            <- Response: Success
    127.0.0.1            <- ActionID: 42
    127.0.0.1            <- Variable: BRIDGEPEER
    127.0.0.1            <- Value: Local/104@from-queue-00018402;2
    
    ** SERVER: handler ami response getvar!atxfer!^##########^!from-internal
    
    127.0.0.1            -> Action: Redirect
    127.0.0.1            -> Channel: Local/104@from-queue-00018402;2
    127.0.0.1            -> Exten: ^##########^
    127.0.0.1            -> Context: from-internal
    127.0.0.1            -> Priority: 1
    
    127.0.0.1            <- Response: Error
    127.0.0.1            <- Message: Missing action in request
    
    127.0.0.1            <- Response: Success
    127.0.0.1            <- Message: Redirect successful
    
    127.0.0.1            <- Event: Bridge
    127.0.0.1            <- Privilege: call,all
    127.0.0.1            <- Bridgestate: Unlink
    127.0.0.1            <- Bridgetype: core
    127.0.0.1            <- Channel1: Local/104@from-queue-00018402;2
    127.0.0.1            <- Channel2: SIP/104-000391e1
    127.0.0.1            <- Uniqueid1: 1572781249.432844
    127.0.0.1            <- Uniqueid2: 1572781249.432851
    127.0.0.1            <- CallerID1: 1014
    127.0.0.1            <- CallerID2: 104
    
    UNLINK borro canal1 local2channel Local/104@from-queue-00018402
    
    127.0.0.1            <- Event: Hangup
    127.0.0.1            <- Privilege: call,all
    127.0.0.1            <- Channel: SIP/104-000391e1
    127.0.0.1            <- Uniqueid: 1572781249.432851
    127.0.0.1            <- CallerIDNum: 104
    127.0.0.1            <- CallerIDName: Agent  04
    127.0.0.1            <- ConnectedLineNum: 1014
    127.0.0.1            <- ConnectedLineName: Reservation:IT
    127.0.0.1            <- AccountCode: 
    127.0.0.1            <- Cause: 16
    127.0.0.1            <- Cause-txt: Normal Clearing
    
    memberNameFor(1572781249.432851) does not exists
    

    `

  • Hi,
    In Both cases, FOP2 is issuing a Redirect command that seems correct, and Asterisk replies that the redirect was successful. There is not much to change in the FOP2 side of things.

    The "odd" thing in the log is that you are redirecting a Local (pseudo) channel, those are complicated bastards, extension is bridged to that local/xx channel and then that local/channel is redirected,.. thing is that asterisk might (or might not) deambiguate or resolve that pseudo channel to the correct one.

    Using/abusing local pseudo channels can lead to strange issues/results if you work on the incorrect leg of the call, that is why fop2 polls for the bridgepeer variable that would always be correct, ideally, you should get a real channel like SIP/xxx or PJSIP/xxx instead of Local/xx, the fact that you have Local/xx is because of the way you have your dialplan/queue members or ring groups layet out. And there is not much we can do in FOP2 as it is not really a bug.

    Best regards,

  • hello
    thank you for your reply
    would you point me to how to fix this
    i mean how to get SIP/xxx instead of Local/xx, which option should i modify to fix channel issue
    thank you

  • edited November 5

    i have added S before agent extension NO. in Queue and now the agent channel is SIP/xxx
    would you please confirm this is the right soultion?

    `

    10.10.10.182:52805 <=

    -- PROCESS_FLASH_COMMAND origen 6 accion blindxfernumber destino ^############^ password 665d34261fea33bb4093357e82e8e15c

    VALIDAR USUARIO 102@GENERAL

    validate password using key Vi5NIIJPQSzpLK34yAgcfrppWQeaLG

    VALIDAR USUARIO 102 OK con clave regular (10.10.10.182:52805)

    Validation ok, have transfer permissions for all buttons (0) ^############^

    It's blessed into class FOP2::Extension

    ++ GET SERVER for SIP/102 = localhost

    BLIND TRANSFER a extension destino is (SIP/1110-0003ced4) standard Redirect

    127.0.0.1 -> Action: Redirect
    127.0.0.1 -> Channel: SIP/1110-0003ced4
    127.0.0.1 -> Exten: ^############^
    127.0.0.1 -> Context: from-internal
    127.0.0.1 -> Priority: 1

    127.0.0.1 <- Response: Success
    127.0.0.1 <- Message: Redirect successful

    127.0.0.1 <- Event: Bridge
    127.0.0.1 <- Privilege: call,all
    127.0.0.1 <- Bridgestate: Unlink
    127.0.0.1 <- Bridgetype: core
    127.0.0.1 <- Channel1: SIP/1110-0003ced4
    127.0.0.1 <- Channel2: SIP/102-0003ced5
    127.0.0.1 <- Uniqueid1: 1572944663.460240
    127.0.0.1 <- Uniqueid2: 1572944664.460241
    127.0.0.1 <- CallerID1: 1110
    127.0.0.1 <- CallerID2: 102

    127.0.0.1 <- Event: Hangup
    127.0.0.1 <- Privilege: call,all
    127.0.0.1 <- Channel: SIP/102-0003ced5
    127.0.0.1 <- Uniqueid: 1572944664.460241
    127.0.0.1 <- CallerIDNum: 102
    127.0.0.1 <- CallerIDName: Agent 02
    127.0.0.1 <- ConnectedLineNum: 1110
    127.0.0.1 <- ConnectedLineName: Clinics Reception
    127.0.0.1 <- AccountCode:
    127.0.0.1 <- Cause: 16
    127.0.0.1 <- Cause-txt: Normal Clearing

    memberNameFor(1572944664.460241) does not exists

    `
    while waiting for your reply i will test the result
    thank you

  • hello again :)
    unfortunately the problem is persist while the channel is SIP/xxx
    the agent received a external call (via Grandstream FXO Gateway) and tried to blind transfer it to external call too (Grandstream FXO Gateway)
    and he got the call returned immediately
    i have captured FOP2 Log
    i have uploaded the log to external website (due characters limitation) https://justpaste.it/7pybb
    please check it
    thank you for your support

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