[asterisk-bugs] [Asterisk 0010215]: ACD Agent reported as busy when avalible

[noreply at bugs.digium.com]

A NOTE has been added to this issue. 
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http://bugs.digium.com/view.php?id=10215 
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Reported By:                Doug
Assigned To:                putnopvut
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Project:                    Asterisk
Issue ID:                   10215
Category:                   Channels/chan_agent
Reproducibility:            sometimes
Severity:                   major
Priority:                   normal
Status:                     feedback
Asterisk Version:            1.2.20  
SVN Branch (only for SVN checkouts, not tarball releases):  1.2  
SVN Revision (number only!):  
Disclaimer on File?:        Yes 
Request Review:              
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Date Submitted:             07-17-2007 04:10 CDT
Last Modified:              08-16-2007 03:08 CDT
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Summary:                    ACD Agent reported as busy when avalible
Description: 
We have a problem where Agents are reported as "busy" and will show this
way untill running a "reload app_queues.so" from the CLI. ACD status's are
the reset and show true values. This causes incoming calls to the ACD to
stay in the queue as all agents are eventualy marked as "busy".

in the below example you will see agents 4387 and 370 showing as "in use"
but a show channels will show no such calls. This will eventualy happen on
all agents making the queue usless.

Asterisk versions 1.2.20 and 1.2.21

sol*CLI> show queues
default      has 0 calls (max unlimited) in 'ringall' strategy (0s
holdtime), W:0, C:0, A:0, SL:0.0% within 0s
   No Members
   No Callers

default-uitb has 0 calls (max unlimited) in 'rrmemory' strategy (0s
holdtime), W:0, C:0, A:0, SL:0.0% within 60s
   Members:
      Local/4408 at default-agent/n (dynamic) (Not in use) has taken no calls
yet
      Local/4449 at default-agent/n (dynamic) (Not in use) has taken no calls
yet
   No Callers

default-svs  has 0 calls (max unlimited) in 'ringall' strategy (3s
holdtime), W:0, C:2, A:2, SL:100.0% within 60s
   No Members
   No Callers

default-alge has 0 calls (max unlimited) in 'fewestcalls' strategy (8s
holdtime), W:0, C:11, A:32, SL:90.9% within 60s
   Members:
      Local/4370 at default-agent/n (dynamic) (In use) has taken 4 calls
(last was 7652 secs ago)
   No Callers

default-arbe has 0 calls (max unlimited) in 'rrmemory' strategy (6s
holdtime), W:0, C:10, A:21, SL:100.0% within 60s
   Members:
      Local/4387 at default-agent/n (dynamic) (In use) has taken 5 calls
(last was 370 secs ago)
      Local/4371 at default-agent/n (dynamic) (Not in use) has taken 5 calls
(last was 1944 secs ago)
   No Callers

default-lede has 0 calls (max unlimited) in 'fewestcalls' strategy (11s
holdtime), W:0, C:7, A:31, SL:85.7% within 60s
   Members:
      Local/4370 at default-agent/n (dynamic) (In use) has taken 3 calls
(last was 2988 secs ago)
   No Callers

sol*CLI> show channels
Channel              Location             State   Application(Data)
Zap/2-1              s at all-default-defaul Up      Bridged Call(Zap/33-1)
Zap/33-1             0739071280 at zap-incom Up     
Dial(Zap/g1/0739071280|300)
2 active channels
1 of 255 max active call ( 0.39% of capacity)
  == Parsing '/etc/asterisk/manager.conf': Found

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---------------------------------------------------------------------- 
 fkasumovic - 08-16-07 03:08  
---------------------------------------------------------------------- 
This problem is caused by agent wrapuptime (agents.conf) 
and "ring in use" patch  http://bugs.digium.com/view.php?id=6315
when ring in use is set to no.
Default value for agent wrapuptime is 5 seconds, if agent receive next
call in
that period , when app queue executes ring_entry(...) function
ast_request(...) will return busy status next function
update_dial_status(...) will apply this status to queue member and there
you are with status "Busy", when ever ring in use check is made it will get
that member is busy and never call it.
If you set ringinuse (queues.conf) yes, or wrapuptime (agents.conf) to 0
[ms], this will not happen.
Please fix it :).

Faruk. 

Issue History 
Date Modified   Username       Field                    Change               
====================================================================== 
08-16-07 03:08  fkasumovic     Note Added: 0068907                          
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