Ticket #5676 (new Bugs)

Opened 1 year ago

Last modified 1 year ago

Queues' Skip Busy Agent set to 'no' does not work.

Reported by: gregc Assigned to:
Priority: minor Milestone: 2.11
Component: Queues Version: 2.10-branch
Keywords: Cc: tonyclewis
Confirmation: Pending Distro:
Backend Engine: All Distro Ver:
Backend Ver: 10.0.0 SVN Revision (if applicable):

Description

Queue is setup with Skip Busy Agent set to 'No' and the ring strategy set to all. Extensions and phones have call waiting enabled. Extensions have Queue State Detection set to 'Use State'. The expected outcome is for any/all agents who are assigned to that Queue to receive an incoming call regardless if the agent is free (not in use), on a call, or have a call on hold. The actual outcome is, if an agent is on a call or has a call on hold, that agent is skipped entirely until all of their lines are clear. That is, it behaves as if Skip Busy Agent is set to 'Yes'. Changing Skip Busy Agent to 'Yes' has the same results. The results are the same for Static Agents and Dynamic Agents.

When I had Freepbx 2.8, the setup worked with the expected outcome.

Change History

(follow-up: ↓ 4 ) 03/13/12 13:24:03 changed by p_lindheimer

  • confirmation changed from Unreviewed to Need Feedback.

what is the setting being written to the queues_additional.conf file for "ringinuse=" for that queue? Also, do you see Asterisk trying to send the call to that agent and the dialplan stopping it or is there never an attempt to even call the agent when they are busy?

In fact, just paste here (with {{{ and }}} above and below it) the full configuration from that queue from the queues_additional.conf file to help review this.

(follow-up: ↓ 3 ) 03/13/12 13:48:05 changed by sr377

This a Asterisk bug, from version 1.8.9.1.

Please set False on Dynamically Generate Hints by Advanced settings page.

(in reply to: ↑ 2 ) 03/13/12 13:54:04 changed by p_lindheimer

Replying to sr377:

This a Asterisk bug, from version 1.8.9.1. Please set False on Dynamically Generate Hints by Advanced settings page.

What does this issue have with Dynamic Hints? If in fact it was related the expected behavior would be opposite, meaning that the hint would be undefined and thus treated as NOT_INUSE (most likely) by the queue even when it was busy.

(in reply to: ↑ 1 ) 03/13/12 15:36:21 changed by gregc

Replying to p_lindheimer:

what is the setting being written to the queues_additional.conf file for "ringinuse=" for that queue? Also, do you see Asterisk trying to send the call to that agent and the dialplan stopping it or is there never an attempt to even call the agent when they are busy? In fact, just paste here (with {{{ and }}} above and below it) the full configuration from that queue from the queues_additional.conf file to help review this.

ringinuse=yes In the log, app_queue.c only sends the call to those that have not lines in use. The below is an example. There are three static agents in this queue. [2012-03-12 11:15:01] VERBOSE[21762] app_queue.c: -- Called Local/109@from-queue/n

Here is a paste. I wasn't sure what you meant with the . This is my first time posting in the bug tracker.

[550] announce-frequency=0 announce-holdtime=no announce-position=no answered_elsewhere=0 autofill=no eventmemberstatus=no eventwhencalled=no joinempty=yes leavewhenempty=no maxlen=0 memberdelay=0 penaltymemberslimit=0 periodic-announce-frequency=0 queue-callswaiting=silence/1 queue-thereare=silence/1 queue-youarenext=silence/1 reportholdtime=no retry=5 ringinuse=yes servicelevel=60 strategy=ringall timeout=0 timeoutpriority=app timeoutrestart=no weight=1 wrapuptime=0 member=Local/100@from-queue/n,0,name1,hint:100@ext-local member=Local/101@from-queue/n,0,name2,hint:101@ext-local member=Local/109@from-queue/n,0,name3,hint:109@ext-local

03/13/12 15:39:35 changed by gregc

This may make it easier read. I figured out the brackets. 

[550]
announce-frequency=0
announce-holdtime=no
announce-position=no
answered_elsewhere=0
autofill=no
eventmemberstatus=no
eventwhencalled=no
joinempty=yes
leavewhenempty=no
maxlen=0
memberdelay=0
penaltymemberslimit=0
periodic-announce-frequency=0
queue-callswaiting=silence/1
queue-thereare=silence/1
queue-youarenext=silence/1
reportholdtime=no
retry=5
ringinuse=yes
servicelevel=60
strategy=ringall
timeout=0
timeoutpriority=app
timeoutrestart=no
weight=1
wrapuptime=0
member=Local/100@from-queue/n,0,Hannah Bradish,hint:100@ext-local
member=Local/101@from-queue/n,0,Deona Hunter,hint:101@ext-local
member=Local/109@from-queue/n,0,Brandie Shaw,hint:109@ext-local

03/14/12 10:08:46 changed by gregc

I also checked advanced settings and Dynamically Generate Hints is already False (which is the Default value). I use extension mode for our office. Would setting this to True make a difference?

03/14/12 14:52:17 changed by p_lindheimer

  • confirmation changed from Need Feedback to Pending.

I've tested this on 10.2.0 and the same behavior is observed. This appears to be a potential bug in Asterisk unless there are some other configuration combinations that can be identified in our generated files that are otherwise preventing Asterisk to send the call to the device.

03/14/12 15:02:12 changed by p_lindheimer

Also tested on 1.8.9.3 and it appears to work properly there.

03/14/12 15:22:36 changed by p_lindheimer

https://issues.asterisk.org/jira/browse/ASTERISK-19536

03/14/12 15:52:29 changed by gregc

I have been able to get it to work (reproducable) under one circumstance.

Put the agents in as dynamic. Then log the agents in with the Aastra xml agent.php script. The behavior then is as expected. If they are logged in via the feature code or via fop2 panel, it doesn't work. I am at a loss for any reasoning though.

03/15/12 11:28:53 changed by gregc

I have switched all of our Queues over to dynamic only and have had all agents log into their queues with the Aastra script. Everything is working as expected. Logging in via feature code or the fop2 panel does not work (they can log in, but the resulting behavior is as if the skip busy agent is set to yes).

03/15/12 12:29:11 changed by gregc

Scratch that. The dynamic route doesn't work reliably. Agents are showing up as in-use even though they are not.

04/07/12 08:40:12 changed by p_lindheimer

  • cc set to tonyclewis.

Any chance someone can test this listed patch from the Asterisk team to see if this is fixed:

https://issues.asterisk.org/jira/browse/ASTERISK-19536?page=com.atlassian.jira.plugin.system.issuetabpanels:all-tabpanel

04/23/12 08:41:48 changed by netraider

i have same bug in asterisk 1.8.11 and i downgrade asterisk to 1.6 but nothing helps me...

In freepbx 2.8 all works fine. Please help!