[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:              07-18-2008 09:21 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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---------------------------------------------------------------------- 
 edugs15 - 07-18-08 09:21  
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ok, Thanks.

I understand it.

But it's really bad, making it very hard to apply Asterisk for Call
Centers where agents both receive and make calls.

Maybe patch from 0012773 could at least fix, for AgentCallbacklogin, the
bug I have related in issue 0012992, already closed by administrator ?

" Queues do not report agent status correctly.

For example :

- Agent receives a call from queue, and queue do not report busy (only
report busy if I make reload app_queue.so during the call).

- When in busy, if agent hangs up, queue do not recognize it as not in use
(only recognize if I make reload app_queue.so after hangup). 

If I don't make reload app_queue.so, it takes a long time for the members
move back into the "not in use", from the "busy" state, or into the "busy",
from the "not in use" state. " 

Issue History 
Date Modified   Username       Field                    Change               
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07-18-08 09:21  edugs15        Note Added: 0090451                          
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