GOautodial Open Source Omni-channel Contact Center Suite » Version4

Hello,

We are experiencing an issue where a call is initiated during the disposition. After an agent ends a call, while they're adding notes in the disposition window, they begin to hear a ringing tone. If customers answer, the agent can then communicate with them.

This issue is occurring sporadically across all agents.

We are using the MicroSIP client, not the built-in WebRTC client. Our agents are on a predictive dialer and do not make manual calls.

After extensive debugging, we discovered that the unwanted calls are being placed by the PBX (hopper). Instead of first placing the customer on the trunk (channel appearing as Local/123421911XXXXXXdefault-00007065;2) and then connecting the answered call to the conference, during the issue, the hopper/PBX creates the conference channel first (channel appearing as Local/8600057@default-00007027;2). This is why the agent hears ringing and the customer, even while they are on the DISPOSITION tab. In the call_log table, these unwanted calls have a length_in_sec value of 0. Often, these calls interrupt the DISPO table and after they are hung up, the dispo table does not appear, preventing the operator from seeing the number that was bridged to them.

Can you direct us where to investigate this issue further, or explain why it might be occurring? If you need more information about our environment, feel free to ask.

Best regards,