asterisk users - Jul 2005 - Possible Agent Bug found while upgrading from Asterisk 0.7.1 to 1.0.9

Dear All,

I have been running an Asterisk 0.7.1 (patched with various agent
applications) server for almost 2 years. 

We have a data center in the USA and a call center in the UK. All calls
are routed to a group of central call queues in the USA. Agents from the
data center, call center and from remote locations (London, Scotland,
LA, Florida, and Maine) can log in, join the call queue and pick up
calls

This function has worked well since implementing the system and works
well using SNOM 200's (data center and call center) and SJ Phone Build
1.50.271d, Mar 11 2005.

I have rebuilt an identical test environment in my test lab and I can
run version 0.7.1 (patched). I log in as an agent using my softphone,
make a call from a second phone, I get greeted, put in a queue, given my
position, the call goes through to my soft phone, I accept the call,
press # and I'm on the call.

I run the upgrade to version 1.0.9 and run the same test;

I get greeted, put in a queue, given my position, the call goes through
to my soft phone, and I accept the call, press #... I then get a message
telling me that the system saying transfer? I see nothing on the CLI
except the usual waiting for '#' to acknowledge

To discount the SJ Phone I installed the version of X-Ten light that
some of our agents/staff use and I got the same result. I checked the
DTMF setting in sio.conf and these appear correct.

I downgrade to 0.7.1 and the function works on both SJ Phone and X-ten
light.

I have included the CLI captures below;

Sip show agents;

(Angela Holt) available at '0401@sip' (musiconhold is 'default')
>From the CLI>
-- outgoing agentcall, to agent '1031', on
'Local/0401@sip-bcc2,1'
    -- Called Agent/1031
    -- Executing Dial("Local/0401@sip-bcc2,2",
"SIP/phone6&SIP/0401|20|tr") in new stack
    -- Called phone6
    -- Called 0401
    -- Agent/1031 is ringing
    -- SIP/phone6-1d2b is ringing
    -- Agent/1031 is ringing
    -- SIP/phone6-1d2b answered Local/0401@sip-bcc2,2
    -- Local/0401@sip-bcc2,1 answered, waiting for '#' to acknowledge

I need to move to the latest version of Asterisk to enable me to measure
the number of minutes a user has been held in a queue. This function was
not available in version 0.7.1. I remember a similar problem with
version 0.7.2.

Anyone else run into the same issue? 
Is it a known issue/bug? 
What is the fix?

Thanks and Regards

Shad Mortazavi
------------------------------------------------------
Nexus Global Technical Manager
n|m Nexus Management Inc

I get greeted, put in a queue, given my position, the call goes
through
> to my soft phone, and I accept the call, press #... I then get a message
> telling me that the system saying transfer? I see nothing on the CLI
> except the usual waiting for '#' to acknowledge
> 
Send the complete extensions.conf for the incoming call portion, and the
agentcallbacklogin section.

Also send the complete CLI from the call arriving into the PABX through
to the call being sent to the agent.

I suspect somewhere you are including the t or T option to the queue or
dial which allows # to transfer a call. Of course, perhaps someone
should check this, as we can't transfer a call until after we accept
it...

Regards,
Adam


-- 
 -- 
Adam Goryachev
Website Managers
Ph:  +61 2 9345 4395                        adam@websitemanagers.com.au
Fax: +61 2 9345 4396                        www.websitemanagers.com.au

Good day Adam,

I have about 30 Queues configured so at the risk of boring everyone I
have included one of the lines;

exten => _812108,1,Playback(nexus/wel-helpdesk-interwise)
exten => _812108,2,SetCIDName(Client1)
exten => _812108,3,Queue(Client1|Tt|||)
exten => _812108,4,Playback(nexus/im-sorry)
exten => _812108,5,Voicemail(1500)

The _812108 is the DNIS number on the T1. I did have Tt configured in
the queue.

I followed your suggestion and changed this to;

exten => _812108,1,Playback(nexus/wel-helpdesk-interwise)
exten => _812108,2,SetCIDName(Client1)
exten => _812108,3,Queue(Client1||||)
exten => _812108,4,Playback(nexus/im-sorry)
exten => _812108,5,Voicemail(1500)

Same issue.

I looked at the Agent's extension. It was configured as;

; Angela Holt
exten => 0420,1,Dial(SIP/phone21,20,tr)
exten => 0420,2,VoiceMail,u1021
exten => 0420,3,MusicOnHold(default)

I changed this to;

; Angela Holt
exten => 0420,1,Dial(SIP/phone21,20)
exten => 0420,2,VoiceMail,u1021
exten => 0420,3,MusicOnHold(default)

Removing the tr has done the trick.

And the problem is gone. The agent can still transfer the call.

Thanks for the idea.

Warm Regards

Shad Mortazavi
------------------------------------------------------
Nexus Global Technical Manager
n|m Nexus Management Inc


I get greeted, put in a queue, given my position, the call goes
through
> to my soft phone, and I accept the call, press #... I then get a
message
> telling me that the system saying transfer? I see nothing on the CLI
> except the usual waiting for '#' to acknowledge
> 
Send the complete extensions.conf for the incoming call portion, and the
agentcallbacklogin section.

Also send the complete CLI from the call arriving into the PABX through
to the call being sent to the agent.

I suspect somewhere you are including the t or T option to the queue or
dial which allows # to transfer a call. Of course, perhaps someone
should check this, as we can't transfer a call until after we accept
it...

Regards,
Adam


-- 
 -- 
Adam Goryachev
Website Managers
Ph:  +61 2 9345 4395                        adam@websitemanagers.com.au
Fax: +61 2 9345 4396                        www.websitemanagers.com.au