We are having a situation on our dialler here where our agents are
claiming that when they receive a call because it has been answered,
it seems as if the call had been answered several seconds earlier -
IOW, they are hearing "hello ? Hello ?" and often hear the phone being
put down as an initial part of the call.
We have verified this by checking the voice recordings.
Yet, the logs of asterisk don't show this discrepancy.
We are using a local channel to dial a landline through a sip
provider. When the call is answered, the agent's phone is then
dialled.
the logs go something like this
[Jul 9 13:29:26] VERBOSE[23396] logger.c: [Jul 9 13:29:26] --
SIP/provider-0001ed6e is making progress passing it to
Local/somenum...@dialleroutbound-4c93,2
[Jul 9 13:29:44] VERBOSE[23396] logger.c: [Jul 9 13:29:44] --
SIP/provider-0001ed6e answered
Local/01577864...@dialleroutbound-4c93,2
..
[Jul 9 13:29:45] VERBOSE[23416] logger.c: [Jul 9 13:29:45] --
Executing [*00...@diallerconnected:2]
Dial("Local/somenum...@dialleroutbound-4c93,1",
"SIP/*0086*|5|iA(autoanswer)") in new stack
[Jul 9 13:29:45] VERBOSE[23416] logger.c: [Jul 9 13:29:45] --
Local/somenum...@dialleroutbound-4c93,1 requested special control 20,
passing it to SIP/*0086*-0001ed73
[Jul 9 13:29:46] VERBOSE[23416] logger.c: [Jul 9 13:29:46] --
Local/somenum...@dialleroutbound-4c93,1 requested special control 20,
passing it to SIP/*0086*-0001ed73
[Jul 9 13:29:46] VERBOSE[23416] logger.c: [Jul 9 13:29:46] --
Local/somenum...@dialleroutbound-4c93,1 requested special control 20,
passing it to SIP/*0086*-0001ed73
[Jul 9 13:29:46] VERBOSE[23416] logger.c: [Jul 9 13:29:46] --
SIP/*0086*-0001ed73 answered Local/somenum...@dialleroutbound-4c93,1
..
as you can see, the call is answered at 13:29:44 and the agent gets
called (auto-answer phones) at 13:29:46, yes if you listen to the call
recording, there is a 6 second gap between the person saying "hello"
and the agent being connected.
Is it possible that the call was answered 5 seconds *before* I get
notification of the answer ? i.e. is the provider taking too long
notifying me of the answer ?
Julian
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