Three concurrent calls being attended in the same channel?!

fesquivel · **Posted:** Thu Oct 07, 2010 10:55 am

I was checking out the logs generated by the Logger flowchart you provide as a basis for application event logging and found something unusual...

This is the extract; I added blanks in between just to separate the different calls being attended and for clarity:

Code:

2010/10/04,22:44:08,23,361,INCOMING CALL,81847.812,0.500,,fc_MainApp,,,2777,,El sistema inicia la atención de una llamada - CRV=6608
2010/10/04,22:44:08,23,361,MENU MANAGER,81847.812,0.516,,fc_MenuManager,,,,,Se accede al Menu Manager para obtener información de los productos
2010/10/04,22:44:08,23,361,LOGIN CAPTURE,81847.812,0.516,,fc_PINValidation,,,,,Se procede a capturar la identificación (login) del cliente
2010/10/04,22:44:28,23,361,LOGIN CAPTURED,81847.812,20.375,,,,,,,Identificación del usuario: 123456789
2010/10/04,22:44:28,23,361,PASSWORD CAPTURE,81847.812,20.375,,fc_PINValidation,,,,,Se procede a solicitar la contraseña al cliente
2010/10/04,22:44:34,23,361,PASSWORD CAPTURED,81847.812,27.063,,fc_PINValidation,,,,,El cliente 123456789 ha ingresado la contraseña

2010/10/04,22:45:01,23,361,LOGIN CAPTURED,81847.812,53.953,,,,,,,Identificación del usuario: 032154212
2010/10/04,22:45:01,23,361,PASSWORD CAPTURE,81847.812,53.953,,fc_PINValidation,,,,,Se procede a solicitar la contraseña al cliente
2010/10/04,22:45:11,23,361,PASSWORD CAPTURED,81847.812,63.594,,fc_PINValidation,,,,,El cliente 032154212 ha ingresado la contraseña

2010/10/04,22:45:20,23,361,LOGIN CAPTURED,81847.812,72.828,,,,,,,Identificación del usuario: 
2010/10/04,22:45:20,23,361,PASSWORD CAPTURE,81847.812,72.844,,fc_PINValidation,,,,,Se procede a solicitar la contraseña al cliente
2010/10/04,22:45:28,23,361,PASSWORD CAPTURED,81847.812,80.906,,fc_PINValidation,,,,,El cliente  ha ingresado la contraseña
2010/10/04,22:45:31,23,361,WEBSERVICE ERROR,81847.812,83.844,,fc_PINValidation,,,,,Error de invocación: http://webservicehbexecuter/Executer.asmx/Execute?pIdentifier=ADLoginIVR&pValues=~IVRID~WB~ES~1234~2777&pClient=
2010/10/04,22:45:38,23,361,CUSTOMER SIDE HANGUP,81847.812,90.969,,fc_MainApp,,,,,El cliente colgó.
2010/10/04,22:45:39,23,361,WAITING FOR CALL,81847.812,91.969,,fc_MainApp,,,,,El sistema está en espera de una llamada a atender

2010/10/04,22:53:47,23,361,INCOMING CALL,82427.203,0.500,,fc_MainApp,,,2761,,El sistema inicia la atención de una llamada - CRV=6608
2010/10/04,22:53:47,23,361,MENU MANAGER,82427.203,0.500,,fc_MenuManager,,,,,Se accede al Menu Manager para obtener información de los productos
2010/10/04,22:53:47,23,361,LOGIN CAPTURE,82427.203,0.515,,fc_PINValidation,,,,,Se procede a capturar la identificación (login) del cliente
2010/10/04,22:54:02,23,361,LOGIN CAPTURED,82427.203,14.875,,,,,,,Identificación del usuario: 8069
2010/10/04,22:54:02,23,361,PASSWORD CAPTURE,82427.203,14.890,,fc_PINValidation,,,,,Se procede a solicitar la contraseña al cliente
2010/10/04,22:54:06,23,361,PASSWORD CAPTURED,82427.203,18.843,,fc_PINValidation,,,,,El cliente 8069 ha ingresado la contraseña
2010/10/04,22:54:08,23,361,LOGIN/PASSWORD OK,82427.203,21.765,,fc_PINValidation,,,,,Credenciales verificadas

It seems that from 22:44 to 22:45 there were 3 concurrent calls being attended on the same channel (#23), where three different customers provided their login ID:

123456789 (probably a test user)
032154212 (a real user)
A third user with a null ID

Ok, for the third case I realized there is no validation of a minimum size for the login ID being captured with the Get TT String, so it's my fault, but nevertheless the presence of three customers being attended simultaneously over the same channel is weird... There is a final call at 22:53 which shows a normal execution.

Have you seen that before?

I'll send the full log (from 22:00 to 23:59) along with a screen capture of the flowchart code being executed for this login. There is a "LOGIN_AGAIN" label in there, just before a Clear TT step which is used when the customer credentials are invalid, but it's not being used here (AFAIK), so I don't understand how the server jumped to the fc_Logger() call before that same Clear TT step when attending the "other" customers...

Chris · **Posted:** Fri Oct 08, 2010 11:16 am

I suspect that rather than concurrent calls, there is some way within the application that the logging isn't working properly.

Reviewing the log output, I see large gaps in time during these calls that you suspect are concurrent. I don't see any examples two calls at the same time (looking at the time stamps of the events, time elapses between them all) Here is an example:

Quote:

2010/10/04,22:44:34,23,361,PASSWORD CAPTURED,81847.812,27.063,,fc_PINValidation,,,,,El cliente 123456789 ha ingresado la contraseña

2010/10/04,22:45:01,23,361,LOGIN CAPTURED,81847.812,53.953,,,,,,,Identificación del usuario: 032154212

Those two events, which you suggest are from two different concurrent calls, are 26 seconds apart. Somehow the application routed the caller back through this section. Also, this number is the same for both events: 81847.812. If this is the @CALL_START variable, this is the start time of the call in seconds since midnight, with millisecond precision. Either this is the same call, or that number is coming from somewhere else. I can't make any educated guess about what is happening without essentially having an entire copy of the application.

Multiple concurrent calls on the same channel is not really possible, so something else must be amiss.

fesquivel · **Posted:** Fri Oct 08, 2010 4:37 pm

You might be right: I found a way for the application to route the customer back again to this flowchart when the introduced credentials are wrong.

I just have to log that fact as well to avoid confusions like this...

Thanks a lot!