asterisk users - May 2016 - Double queue calls being delivered to agents

I posted this over in asterisk-dev, realized I probably should have put it here.

Hi there,
We?ve been having a strange issue with a customer?s queues where a queued call
will ring an available agent, agent answers, then a second or two later the
agent is offered a second call which they cannot answer, since they?re already
speaking with a client.

This in turn causes a few issues:
- Agent stats are no longer accurate, as it gets marked down as a ?missed call?.
- Cannot use ?autopause? feature any longer, as the second queue call goes
unanswered and pauses the agents.

The basic queue setup is as follows:
Autofill = yes
Ringinuse = no
Wrapuptime = 5
Strategy = fewestcalls (tried ?random? also)
Timeout = 15

We?re on Asterisk 11.21.2 currently.

In talking to a few colleagues, they seem to recall there being an old patch for
the Asterisk queues application that inserted a short 100ms delay between
delivering first and second calls.  I?ve scoured the web today, and found some
old forums posts of people looking for something exactly like this, but haven?t
found the actual patch, if one even exists.

I?m hoping someone may have some suggestions on some options we can try to
eliminate this issue.

Thanks for taking the time to read this.

-Derek B

On Tue, May 3, 2016 at 6:15 PM, Derek Bolichowski <derek at
empire-team.com>
wrote:
> I posted this over in asterisk-dev, realized I probably should have put it
> here.
>
> Hi there,
> We?ve been having a strange issue with a customer?s queues where a queued
> call will ring an available agent, agent answers, then a second or two
> later the agent is offered a second call which they cannot answer, since
> they?re already speaking with a client.
>
> This in turn causes a few issues:
> - Agent stats are no longer accurate, as it gets marked down as a ?missed
> call?.
> - Cannot use ?autopause? feature any longer, as the second queue call goes
> unanswered and pauses the agents.
>
> The basic queue setup is as follows:
> Autofill = yes
> Ringinuse = no
> Wrapuptime = 5
> Strategy = fewestcalls (tried ?random? also)
> Timeout = 15
>
> We?re on Asterisk 11.21.2 currently.
>
> In talking to a few colleagues, they seem to recall there being an old
> patch for the Asterisk queues application that inserted a short 100ms delay
> between delivering first and second calls.  I?ve scoured the web today, and
> found some old forums posts of people looking for something exactly like
> this, but haven?t found the actual patch, if one even exists.
>
> I?m hoping someone may have some suggestions on some options we can try to
> eliminate this issue.
>
> Thanks for taking the time to read this.
>
This issue has been around a long time and was just recently fixed and I
think
it was just released in the latest v11 version.
See https://issues.asterisk.org/jira/browse/ASTERISK-16115

Richard
-------------- next part --------------
An HTML attachment was scrubbed...
URL:
<http://lists.digium.com/pipermail/asterisk-users/attachments/20160503/a4d6b44b/attachment.html>

On Tue, May 3, 2016 at 8:59 PM, Richard Mudgett <rmudgett at digium.com>
wrote:
>
>
> On Tue, May 3, 2016 at 6:15 PM, Derek Bolichowski <derek at
empire-team.com>
> wrote:
>
>> I posted this over in asterisk-dev, realized I probably should have put
>> it here.
>>
>> Hi there,
>> We?ve been having a strange issue with a customer?s queues where a
queued
>> call will ring an available agent, agent answers, then a second or two
>> later the agent is offered a second call which they cannot answer,
since
>> they?re already speaking with a client.
>>
>> This in turn causes a few issues:
>> - Agent stats are no longer accurate, as it gets marked down as a
?missed
>> call?.
>> - Cannot use ?autopause? feature any longer, as the second queue call
>> goes unanswered and pauses the agents.
>>
>> The basic queue setup is as follows:
>> Autofill = yes
>> Ringinuse = no
>> Wrapuptime = 5
>> Strategy = fewestcalls (tried ?random? also)
>> Timeout = 15
>>
>> We?re on Asterisk 11.21.2 currently.
>>
>> In talking to a few colleagues, they seem to recall there being an old
>> patch for the Asterisk queues application that inserted a short 100ms
delay
>> between delivering first and second calls.  I?ve scoured the web today,
and
>> found some old forums posts of people looking for something exactly
like
>> this, but haven?t found the actual patch, if one even exists.
>>
>> I?m hoping someone may have some suggestions on some options we can try
>> to eliminate this issue.
>>
>> Thanks for taking the time to read this.
>>
>
> This issue has been around a long time and was just recently fixed and I
> think
> it was just released in the latest v11 version.
> See https://issues.asterisk.org/jira/browse/ASTERISK-16115
>
Looks like it will be in the next release as the issue does not have a
target release set.

Richard
-------------- next part --------------
An HTML attachment was scrubbed...
URL:
<http://lists.digium.com/pipermail/asterisk-users/attachments/20160504/a66250b5/attachment.html>