[asterisk-bugs] [Asterisk 0012970]: Agent Status and outgoing calls

[noreply at bugs.digium.com]

A NOTE has been added to this issue. 
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http://bugs.digium.com/view.php?id=12970 
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Reported By:                edugs15
Assigned To:                
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Project:                    Asterisk
Issue ID:                   12970
Category:                   Applications/app_queue
Reproducibility:            always
Severity:                   major
Priority:                   normal
Status:                     feedback
Asterisk Version:           1.4.21 
SVN Branch (only for SVN checkouts, not tarball releases): N/A 
SVN Revision (number only!):  
Disclaimer on File?:        N/A 
Request Review:              
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Date Submitted:             07-01-2008 09:46 CDT
Last Modified:              07-17-2008 16:50 CDT
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Summary:                    Agent Status and outgoing calls
Description: 
Hello, 

I'm using Asterisk 1.4.21 e bellow I describe my problem : 

I've got a Call Center, with 30 agents running X-lite (I use
AgentCallbackLogin). 
These agentes make outgoing calls and receive incoming calls as well
(incoming calls from queues). 
When they are making calls, queues don't recognize agent status (still
remains Not in use), and then Asterisk tries to send calls from queues to
these agents. 

I've configured ringinuse = no,  call-limit in sip.conf (=1, type =
friend), and this is enough to avoid that these agents receive a call
ringing in the softphone's second line. This is ok. 

But call-limit is not enough to stop Asterisk from trying to send calls to
an agent, when this agent is making an outgoing call, or talking to another
agent, and so on. So Asterisk tries to send a call, then notes call-limit,
and only then tries another agent, after timeout. 

I have tried hints and subscriptions, but queues don't recognize hints. 

Asterisk doesn't try to send a call to an agent, only it this agent is
paused, or already talking to a caller from queues. 

Asterisk tries to send calls to agents even if they are :

- Making outgoing calls
- Talking to another agent
- Using Chanspy to monitor another agent
- Talking to a caller from a DID call (Direct Inward Dialing)


Is there a way by which I can get app_queue to set busy in these
conditions, so that I can stop Asterisk from trying to send a call to
agents ? 



Thanks.
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---------------------------------------------------------------------- 
 davidw - 07-17-08 16:50  
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firstly note that AgentCallBackLogin is deprecated.  I believe the official
line is that you should script the login and use a Local channel instead of
the Agent channel (I suspect this policy is going to fail, though).

As I commented earlier, the problem with call back logins is that there
isn't a well defined device (technology/address) associated with an Agent
that is not in a call.  I believe the http://bugs.digium.com/view.php?id=12773
change actually tracks changes
whilst in a call, but that is not normally the interesting case.

Given that one needs hints to track extension states, one would need to
create hints for each agent.  That mechanism could only be made to work in
the special, if common, case, where there was one and only one device
address associated with an extension; that isn't a constraint that
currently applies to agents.

I haven't tried to work out what code changes would be necessary, even
under those constraints, but I think the change will be comparable to, or
larger than the change for AgentLogin. 

Issue History 
Date Modified   Username       Field                    Change               
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07-17-08 16:50  davidw         Note Added: 0090421                          
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