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#1650 - Sometimes no pop-up on incoming call

Open Bug? created by amministrazione1 Verified Purchase a year ago

I have successfully installed and configured the CTI on Asterisk 13.19 and SuiteCRM 7.10.10.
All works well but sometimes the popup event is not sent to the clients.
This is the config take from initial log:

12.12.2018  10:33:11.447  INFO      Starting Asterisk 1.2.9.2
12.12.2018  10:33:11.447  INFO      Call Initialization, module build time is 2017-02-06, 17:57 UTC
12.12.2018  10:33:11.447  INFO      Service start successful: port = 10150, password = 99118822
12.12.2018  10:33:11.447  INFO      ProtocolLib initialized port=10150

12.12.2018  10:33:11.448  INFO
========== CONFIG ==========
        Module for Asterisk 13
        password = XXXXXX
        certificate_path = /etc/asterisk/
        log_file = /var/log/asterisk/cel_prostiezvonki.log
        log_level = 4
        port = 10150
        internal_num_len = 3
        record_internal_path =
        record_external_path = /share/audio_records/
        audio_format = wav
        smart_transfer = 0
        transfer_time = 3
        answer_time = 10
        queue_max_length = 500
        use_ssl = 1
        add_prefix =
        contract = XXXXXXXXXXXXXXXXXX
        channel_type = PJSIP
        out_prefix =
        only_outgoing = 0
        event_log = 0
        lame_codec_path = /bin/lame/
        is_free_pbx = 1
============================
        history_backup_file = /var/log/asterisk/pzHistory.bak
        truncated_incoming_chars = 0
        monitor_substring_start = /monitor/

12.12.2018  10:33:11.454  INFO      Client event from CRM: guid = 522, extension = 522
12.12.2018  10:33:11.454  INFO      Client event from CRM: guid = 743, extension = 743
12.12.2018  10:33:11.454  INFO      Client event from CRM: guid = 752, extension = 752
12.12.2018  10:33:11.454  INFO      Client event from CRM: guid = 746, extension = 746
12.12.2018  10:33:11.454  INFO      Client event from CRM: guid = 738, extension = 738
12.12.2018  10:33:11.454  INFO      Client event from CRM: guid = 737, extension = 737
12.12.2018  10:33:11.454  INFO      Client event from CRM: guid = 736, extension = 736
12.12.2018  10:33:11.461  ERROR     File /etc/asterisk/pz_status.html does not exist, or cannot be opened

12.12.2018  10:33:11.910  INFO      set license status to 1
12.12.2018  10:33:11.910  INFO      set max clients(statmodule) to 0
12.12.2018  10:33:11.910  INFO      set max clients(sugarcrm) to 99
12.12.2018  10:33:11.910  INFO      License server successfully set license status
12.12.2018  10:33:14.255  INFO      validation successfull

For example the extension 752 was connected but the event of call number 005133XXXX was not pushed to the clients. This is the partial log:

12.12.2018  11:46:12.062  INFO      ping 752
12.12.2018  11:46:12.062  INFO      ping 746
12.12.2018  11:46:12.062  INFO      ping 736
12.12.2018  11:46:12.062  INFO      ping 743
12.12.2018  11:46:12.062  INFO      ping 738
12.12.2018  11:46:12.062  INFO      ping 737
12.12.2018  11:46:14.616  INFO      Client disconnected
12.12.2018  11:46:16.003  INFO      Client disconnected
12.12.2018  11:46:16.704  INFO      validation successfull
12.12.2018  11:46:16.705  INFO      New client connected: GUID 752, ClientType sugarcrm, PhoneNumber 752, BroadcastGroup , BroadcastEventsMask 0, EventsMode , EventsMask 0, ProtocolVersion 1
12.12.2018  11:46:16.705  INFO      Client event from CRM: guid = 752, extension = 752
12.12.2018  11:46:17.542  INFO      validation successfull
12.12.2018  11:46:17.542  INFO      New client connected: GUID 743, ClientType sugarcrm, PhoneNumber 743, BroadcastGroup , BroadcastEventsMask 0, EventsMode , EventsMask 0, ProtocolVersion 1
12.12.2018  11:46:17.542  INFO      Client event from CRM: guid = 743, extension = 743
12.12.2018  11:46:18.909  INFO      Client disconnected
12.12.2018  11:46:19.029  INFO      validation successfull
12.12.2018  11:46:19.029  INFO      New client connected: GUID 743, ClientType sugarcrm, PhoneNumber 743, BroadcastGroup , BroadcastEventsMask 0, EventsMode , EventsMask 0, ProtocolVersion 1
12.12.2018  11:46:19.030  INFO      Client event from CRM: guid = 743, extension = 743
12.12.2018  11:46:19.080  INFO      Client disconnected
12.12.2018  11:46:22.329  INFO      validation successfull
12.12.2018  11:46:22.329  INFO      New client connected: GUID 738, ClientType sugarcrm, PhoneNumber 738, BroadcastGroup , BroadcastEventsMask 0, EventsMode , EventsMask 0, ProtocolVersion 1
12.12.2018  11:46:22.329  INFO      Client 738 reconnected without close, old ip = 172.30.1.112, new ip = 172.30.1.112
12.12.2018  11:46:22.329  INFO      Client event from CRM: guid = 738, extension = 738
12.12.2018  11:46:22.335  INFO      Client disconnected
12.12.2018  11:46:22.335  INFO      close abnormally connection
12.12.2018  11:46:27.783  INFO      processHangup: sending finish call event from 007997XXXX to 743, duration = 726

12.12.2018  11:46:27.783  INFO      OnCallFinished event: callID = 404910420262950, source = 007997XXXX, destination = 743, start = 1544610673, end = 1544611587, duration = 726, direction = 0, record = /share/audio_records/2018/12/12/q-2
914-07997XXXX-20181212-113113-1544610673.493.wav, line = 590
12.12.2018  11:46:27.784  INFO      Sending event to client 743
12.12.2018  11:46:27.784  INFO      PBX event was pushed to 1 clients
12.12.2018  11:46:27.784  ERROR     Stop audio record failed, _canRecord = false or info == null or info->recordFile == empty

12.12.2018  11:46:27.790  WARNING   processLinkedIDEnd: call info not found by LinkdID

12.12.2018  11:46:29.573  INFO      Client disconnected
12.12.2018  11:46:31.036  INFO      validation successfull
12.12.2018  11:46:31.037  INFO      New client connected: GUID 738, ClientType sugarcrm, PhoneNumber 738, BroadcastGroup , BroadcastEventsMask 0, EventsMode , EventsMask 0, ProtocolVersion 1
12.12.2018  11:46:31.037  INFO      Client event from CRM: guid = 738, extension = 738
12.12.2018  11:46:32.170  INFO      Client disconnected
12.12.2018  11:46:32.280  INFO      validation successfull
12.12.2018  11:46:32.280  INFO      New client connected: GUID 738, ClientType sugarcrm, PhoneNumber 738, BroadcastGroup , BroadcastEventsMask 0, EventsMode , EventsMask 0, ProtocolVersion 1
12.12.2018  11:46:32.280  INFO      Client event from CRM: guid = 738, extension = 738
12.12.2018  11:46:32.763  WARNING   processHangup: call info not found by LinkdID

12.12.2018  11:46:32.770  WARNING   processLinkedIDEnd: call info not found by LinkdID

12.12.2018  11:46:33.489  INFO      sending onTransferedIncomingCall event from 005133XXXX to 752, currentID=404910586462250

12.12.2018  11:46:33.489  INFO      OnTransferedIncomingCall event: callID = 404910586462250, source = 005133XXXX, destination = 752, line = 590
12.12.2018  11:46:33.489  INFO      PBX event was pushed to 0 clients

Why the PBX event was no pushed to client with extension 752?
Can you help me?
Thank you

Francesco

  1. Vedisoft member avatar

    Vedisoft Provider

    a year ago

    Hi Francesco,
    I will need full log and full external phone number that dialed 752.
    1. Please send me your full log file and date-time of the call to my email a@vedisoft.info
    2. Please confirm that user with extension 752 was being logged into CRM when the call came to his 752 extension.

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