[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]

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 17:44 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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 (0097682) putnopvut (administrator) - 2009-01-13 17:44
 http://bugs.digium.com/view.php?id=14173#c97682 
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Ah, I think I realize what you are showing me now. Agents don't typically
ever report "In use" as their status. They are typically either
"Unavailable," "Not in Use," or "Busy." If they're reported as "In use" at
all, it's probably indicative of something wrong occurring.

...that is unless you have installed the state_interface patch that
blitzrage directed you to early on in this process. If you have installed
it and are getting your device state updates from the specific SIP
endpoints instead of the Agent channels, then seeing an Agent marked as "in
use" would be perfectly valid since SIP channels will report "in use." 

Issue History 
Date Modified    Username       Field                    Change               
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2009-01-13 17:44 putnopvut      Note Added: 0097682                          
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