sipxecs4.6 and openacd - "cannot encode endpoint", several issues with agents configuration

[Sebastian Proba]

Hi all

I am quite fascinated how great work have developers of sipxecs and openacd have done - thanks!

I am trying to set up test environment for company's communication system with call center apps. I have installed and updated sipXecs 4.6 on centos (even today yum update). However, because the environment is test, I have configured domain as sipx.telpol.net.pl but there is actually no dns resolution for that name. I use internal IP address for testing sip registrations and other features.

My openacd configuration is working - have several agents and when agents are put into available state calls are being routed from the queue to the agents. I only needed to disable autowrapup to make the process of changing agent state from wrap-up to available automated. I used openacd management interface and configured autowrapup to zero and also to some short value but there is no expected result. I have noticed that I have such lines in /var/log/openacd/full.log:

10:51:53.511571 [ERROR] <0.326.0>@cpx_web_management:750 Updating agent OpenAcdAgent14 got unhandled

10:51:53.564276 [WARNING] <0.326.0>@cpx_web_management:2792 cannot encode endpoint: {freeswitch_voicemail,

                            [{type,pstn},{data,"2...@telpol.net.pl"}]}

I wonder if the fact that I don't have domain name resolution may be a problem for openacd to configure agents properly? May it be the reason why I can't configure autowrapup? What is also strange I have such state in Agent UI:

Profile: State:denial

and this in event.log in Agent UI:

Thu Nov 15 2012 10:37:34 GMT+0100 (CET) - Agent state changed to undefined

does someone have any ideas what can be the reason? I assume that DNS might be the problem but I am not sure.

thanks

Sebastian

[Jan Vincent Liwanag]

Hi Sebastian,

OpenACD used with sipxecs can only be configured under sipxecs config. Sipxecs includes a plug-in to openacd that allows openacd to read directly off the configuration database of sipxecs. As such, the admin UI of openacd at most, is for reference only and will be disabled/removed on future versions of sipxecs.

As per your specific concern -- auto wrap-up configuration. This is already a supported feature of sipxec's plug-in to openacd. Unfortunately, the configuration aspect of this didn't quite make it to 4.6 which is nearing release. You can track the progress of that here. Best wait for this fix (or hack your way in sipxec's mongodb if you just want to try it out).

The error log you get has nothing to do with DNS and has something to do with encoding the configuration set-up in sipxecs to be displayed in OpenACD's built-in admin UI. Again, since sipxecs has a separate config UI anyway, and will be disabling openacd's ui, this won't be fixed.

Jan Vincent Liwanag

jvli...@ezuce.com

[Sebastian Proba]

Thanks a lot :) this has been very informative