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duane.larson at gmail.com

2011-Jun-10 21:26 UTC

[asterisk-users] Queue not sending call to Agent

Queue not sending call to Agent



I am having an issue and i am not sure if it is a bug or a config issue. I  
was originally running Asterisk 1.8.1.1 when I noticed this issue. I  
upgraded to 1.8.4.2 to see if that would fix it but it didn't.

The issue is that I have a call queue and the agent dials a number to log  
into the queue. When someone calls the queue the first time the call is  
sent to the agent without issue. The issue is that any calls after the  
first are placed in the queue and never sent to the agent who is logged in  
and available. Before I call the queue I do a "show queue" and it
shows the
agent as

Asterisk18*CLI> queue show
irock.com has 0 calls (max unlimited) in 'ringall' strategy (0s
holdtime,
0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
Members:
SIP/9013XX9XX8 (dynamic) (Not in use) has taken no calls yet
No Callers


Then the call comes into the queue and the callee just sits in the queue.  
When I do a "show queue" again when the callee is in the queue it
shows the
agent as busy
Asterisk18*CLI> queue show
irock.com has 1 calls (max unlimited) in 'ringall' strategy (0s
holdtime,
0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
Members:
SIP/9013XX9XX8 (dynamic) (Busy) has taken no calls yet
Callers:
1. SIP/9013XX9XX8-00000001 (wait: 0:12, prio: 0)


So I am not sure what happened because the agent was free before the call.  
If I do a reload at the Asterisk CLI and then call again the agent gets the  
call and then the second call is once again placed in the queue. I will  
attach a SIP Debug that shows what is going on. I don't see any SIP invites
leaving Asterisk to invite the agent to the call.

One other thing.... Currently in my config I have the agent show up as just  
the username which is the phone number. If I set it so that the agent shows  
up as phonenumber at blah then I can call the agent constantly without any  
issue. The only problem here is that when I do a "queue show" the
agent
shows up as "unknown" status. So when the agent is on a call and
someone
else calls the agent will be interrupted.



This is what I have in queues.conf
[irock.com]
strategy=ringall
ringinuse=no
joinempty=yes
leavewhenempty=no
announce-frequency=30
min-announce-frequency=15
periodic-announce-frequency=60
announce-holdtime=yes
announce-position=yes

; ("You are now first in line.")
queue-youarenext = queue-youarenext
; ("There are")
queue-thereare = queue-thereare
; ("calls waiting.")
queue-callswaiting = queue-callswaiting
; ("The current est. holdtime is")
queue-holdtime = queue-holdtime
; ("minutes.")
queue-minutes = queue-minutes
; ("seconds.")
queue-seconds = queue-seconds
; ("Thank you for your patience.")
queue-thankyou = queue-thankyou
; ("Hold time")
queue-reporthold = queue-reporthold
; ("All reps busy / wait for next")
periodic-announce = queue-periodic-announce



This is what I have in extensions.conf
exten => 9012XX1XX1,1,Answer()
exten => 9012XX1XX1,n,Set(QUEUE_MAX_PENALTY=0);
exten => 9012XX1XX1,n,Queue(irock.com,t)
exten => 9012XX1XX1,n,Hangup()

exten => *50,1,Answer
exten => *50,n,Macro(queue-login,${EXTEN},${EXTEN:0:4})
exten => *50,n,Hangup

exten => *51,1,Answer
exten => *51,n,Macro(queue-logout,${EXTEN},${EXTEN:0:4})
exten => *51,n,Hangup

[macro-queue-login]
exten => s,1,Set(agent=${EXTEN:4})
exten => s,n,Set(queue=irock.com)
exten => s,n,NoOp(Queue login agent ${EXTEN:4} to queue ${phone});
exten => s,n,AddQueueMember(${queue});
exten => s,n,Playback(agent-loginok)

[macro-queue-logout]
exten => s,1,Set(agent=${EXTEN:4})
exten => s,n,Set(queue=irock.com)
exten => s,n,NoOp(Queue logout agent ${EXTEN:4} from queue ${phone});
exten => s,n,RemoveQueueMember(${queue});
exten => s,n,Playback(agent-loggedoff)
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Satish Barot

2011-Jun-13 05:53 UTC

head link

[asterisk-users] Queue not sending call to Agent

Provide the entry for Agent SIP/9013XX9XX8 along with parameters
'callcounter' and 'qualify' from sip.conf.

Also provide CLI outputs of 'core show channels',sip show peers' and
'queue
show' when...

(1)First caller enters the Queue
(2)First caller gets connected with Agent
(3)First caller gets disconnected from Agent
(4)Second caller enters the Queue

You may have sequences changed for step no 3 and 4 in your scenario.


[SATISH]

On Sat, Jun 11, 2011 at 2:56 AM, <duane.larson at gmail.com> wrote:
> Queue not sending call to Agent
>
>
>
> I am having an issue and i am not sure if it is a bug or a config issue. I
> was originally running Asterisk 1.8.1.1 when I noticed this issue. I
> upgraded to 1.8.4.2 to see if that would fix it but it didn't.
>
> The issue is that I have a call queue and the agent dials a number to log
> into the queue. When someone calls the queue the first time the call is
sent
> to the agent without issue. The issue is that any calls after the first are
> placed in the queue and never sent to the agent who is logged in and
> available. Before I call the queue I do a "show queue" and it
shows the
> agent as
>
> Asterisk18*CLI> queue show
> irock.com has 0 calls (max unlimited) in 'ringall' strategy (0s
holdtime,
> 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
> Members:
> SIP/9013XX9XX8 (dynamic) (Not in use) has taken no calls yet
> No Callers
>
>
> Then the call comes into the queue and the callee just sits in the queue.
> When I do a "show queue" again when the callee is in the queue it
shows the
> agent as busy
> Asterisk18*CLI> queue show
> irock.com has 1 calls (max unlimited) in 'ringall' strategy (0s
holdtime,
> 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
> Members:
> SIP/9013XX9XX8 (dynamic) (Busy) has taken no calls yet
> Callers:
> 1. SIP/9013XX9XX8-00000001 (wait: 0:12, prio: 0)
>
>
> So I am not sure what happened because the agent was free before the call.
> If I do a reload at the Asterisk CLI and then call again the agent gets the
> call and then the second call is once again placed in the queue. I will
> attach a SIP Debug that shows what is going on. I don't see any SIP
invites
> leaving Asterisk to invite the agent to the call.
>
> One other thing.... Currently in my config I have the agent show up as just
> the username which is the phone number. If I set it so that the agent shows
> up as phonenumber at blah then I can call the agent constantly without any
> issue. The only problem here is that when I do a "queue show" the
agent
> shows up as "unknown" status. So when the agent is on a call and
someone
> else calls the agent will be interrupted.
>
>
>
> This is what I have in queues.conf
> [irock.com]
> strategy=ringall
> ringinuse=no
> joinempty=yes
> leavewhenempty=no
> announce-frequency=30
> min-announce-frequency=15
> periodic-announce-frequency=60
> announce-holdtime=yes
> announce-position=yes
>
> ; ("You are now first in line.")
> queue-youarenext = queue-youarenext
> ; ("There are")
> queue-thereare = queue-thereare
> ; ("calls waiting.")
> queue-callswaiting = queue-callswaiting
> ; ("The current est. holdtime is")
> queue-holdtime = queue-holdtime
> ; ("minutes.")
> queue-minutes = queue-minutes
> ; ("seconds.")
> queue-seconds = queue-seconds
> ; ("Thank you for your patience.")
> queue-thankyou = queue-thankyou
> ; ("Hold time")
> queue-reporthold = queue-reporthold
> ; ("All reps busy / wait for next")
> periodic-announce = queue-periodic-announce
>
>
>
> This is what I have in extensions.conf
> exten => 9012XX1XX1,1,Answer()
> exten => 9012XX1XX1,n,Set(QUEUE_MAX_PENALTY=0);
> exten => 9012XX1XX1,n,Queue(irock.com,t)
> exten => 9012XX1XX1,n,Hangup()
>
> exten => *50,1,Answer
> exten => *50,n,Macro(queue-login,${EXTEN},${EXTEN:0:4})
> exten => *50,n,Hangup
>
> exten => *51,1,Answer
> exten => *51,n,Macro(queue-logout,${EXTEN},${EXTEN:0:4})
> exten => *51,n,Hangup
>
> [macro-queue-login]
> exten => s,1,Set(agent=${EXTEN:4})
> exten => s,n,Set(queue=irock.com)
> exten => s,n,NoOp(Queue login agent ${EXTEN:4} to queue ${phone});
> exten => s,n,AddQueueMember(${queue});
> exten => s,n,Playback(agent-loginok)
>
> [macro-queue-logout]
> exten => s,1,Set(agent=${EXTEN:4})
> exten => s,n,Set(queue=irock.com)
> exten => s,n,NoOp(Queue logout agent ${EXTEN:4} from queue ${phone});
> exten => s,n,RemoveQueueMember(${queue});
> exten => s,n,Playback(agent-loggedoff)
> --
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