[asterisk-bugs] [Asterisk 0014173]: Agent shows "(In use)" and will not receive queue calls while agent is logged in waiting for queue calls (1.4.22)
Asterisk Bug Tracker
noreply at bugs.digium.com
Tue Jan 13 16:19:29 CST 2009
A NOTE has been added to this issue.
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http://bugs.digium.com/view.php?id=14173
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Reported By: nathan
Assigned To: putnopvut
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Project: Asterisk
Issue ID: 14173
Category: Applications/app_queue
Reproducibility: random
Severity: major
Priority: normal
Status: feedback
Asterisk Version: 1.4.22
Regression: No
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: 2009-01-05 13:54 CST
Last Modified: 2009-01-13 16:19 CST
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Summary: Agent shows "(In use)" and will not receive queue
calls while agent is logged in waiting for queue calls (1.4.22)
Description:
I have a queue with approximately 50 total agents, about 20 of which will
be logged in at any given time. Seemingly randomly (if there's a pattern,
I haven't discovered it), sometimes after an agent completes an inbound
call the agent status (as displayed in "show queue x") changes to "(In
use)" and the agent never again receives a call until that agent logs off
and logs back into the queue.
This will happen about 15-20 times every day with seemingly random agents
at seemingly random times. It happens when there's only one agent logged
in or when we have a full 20 logged in. I can't identify a pattern that
would cause this problem.
This causes a huge problem, because we are missing calls and breaking our
SLA agreements with clients even though we have enough capacity and people
sitting waiting for calls. As a workaround we are trying to get each agent
to log off the queue and log back on the queue after each call, but they
often forget.
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(0097659) nathan (reporter) - 2009-01-13 16:19
http://bugs.digium.com/view.php?id=14173#c97659
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Ok, so I added the queue_tracker entry to logger.conf as was suggested.
Further, I created a little script[1] to look at my queue "supportq" every
5 seconds and spit out some output[2] whenever the number of agents marked
"In use" changes (which is the best indicator of an agent suffering the
symptom that I can find).
I am also attaching (or will attach after this note) the "queue_tracker"
log file that covers the same time period of the output[2] below (and
more).
[1] The script I wrote...
#!/usr/bin/env python
import os, commands, time
global last_output; last_output = ""
global last_count; last_count = 0
def get_count():
global last_output
global last_count
new_output = commands.getoutput("""/bin/bash -c "asterisk -r -x 'queue
show supportq' | grep 'In use'" """)
new_count = new_output.count("\n") + 1
if last_count != new_count:
print "--------------------"
print time.strftime("%Y-%m-%d %H:%M:%S")
print "Lines: %d -> %d" % (last_count, new_count)
print "New Output:\n%s" % new_output
last_output = new_output
last_count = new_count
while 1:
get_count()
time.sleep(5)
[2] The output of running the script for a little while...
--------------------
2009-01-13 15:12:08
Lines: 0 -> 1
New Output:
Agent/3044 (In use) has taken 3 calls (last was 117 secs ago)
--------------------
2009-01-13 15:12:13
Lines: 1 -> 2
New Output:
Agent/3044 (In use) has taken 3 calls (last was 123 secs ago)
Agent/3056 (In use) has taken 5 calls (last was 15 secs ago)
--------------------
2009-01-13 15:12:25
Lines: 2 -> 3
New Output:
Agent/3044 (In use) has taken 3 calls (last was 134 secs ago)
Agent/3055 (In use) has taken 6 calls (last was 62 secs ago)
Agent/3056 (In use) has taken 5 calls (last was 26 secs ago)
--------------------
2009-01-13 15:12:36
Lines: 3 -> 4
New Output:
Agent/3037 (In use) has taken 3 calls (last was 450 secs ago)
Agent/3044 (In use) has taken 3 calls (last was 145 secs ago)
Agent/3055 (In use) has taken 6 calls (last was 73 secs ago)
Agent/3056 (In use) has taken 5 calls (last was 37 secs ago)
--------------------
2009-01-13 15:12:58
Lines: 4 -> 3
New Output:
Agent/3044 (In use) has taken 3 calls (last was 167 secs ago)
Agent/3055 (In use) has taken 6 calls (last was 95 secs ago)
Agent/3056 (In use) has taken 5 calls (last was 59 secs ago)
--------------------
2009-01-13 15:14:09
Lines: 3 -> 4
New Output:
Agent/3044 (In use) has taken 3 calls (last was 239 secs ago)
Agent/3041 (In use) has taken 2 calls (last was 5 secs ago)
Agent/3055 (In use) has taken 6 calls (last was 167 secs ago)
Agent/3056 (In use) has taken 5 calls (last was 131 secs ago)
--------------------
2009-01-13 15:14:20
Lines: 4 -> 5
New Output:
Agent/3044 (In use) has taken 3 calls (last was 250 secs ago)
Agent/3041 (In use) has taken 2 calls (last was 16 secs ago)
Agent/3055 (In use) has taken 6 calls (last was 178 secs ago)
Agent/3042 (In use) has taken 7 calls (last was 2 secs ago)
Agent/3056 (In use) has taken 5 calls (last was 142 secs ago)
Issue History
Date Modified Username Field Change
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2009-01-13 16:19 nathan Note Added: 0097659
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