[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:              2009-01-14 12:39 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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 (0097755) nathan (reporter) - 2009-01-14 12:39
 http://bugs.digium.com/view.php?id=14173#c97755 
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putnopvut: Thanks for all your work!  I have changed ringinuse=yes on the
queue.  I've done "module reload" and asked all of my agents to log off and
then log on again and then let me know if they experience any further
problems.  I would be satisfied with a working workaround for now :-)

In response to your earlier questions/comments:

> 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.

Exactly.  They should never report "In use" at all in my experience.  That
doesn't correspond to any known valid state that I know of [agents are
either logged off (unavailable), logged on and not on a call (available),
or logged on and on a call (unavailable)], and all of the people who have
ever reported the problem have been in the "In use" state when I've looked
at them.

> ...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."

I _do_ have the state_interface patch installed currently, but it has had
no noticeable effect on the bug or the frequency of "In use" showing up.  I
can easily unpatch and reinstall if you'd like me to.

> I had been under the assumption that this problem was some sort of
load-related problem...

It doesn't appear to be load-related.  It is most devastating when it
occurs to my 2:00am shift when there's only a couple of people on the
phones.  We had one stretch where the only person on the phones for a
couple hours experienced this bug and inadvertently missed over 20 calls
thinking it was just a quiet night...

Thanks for all your help so far!

~ Nathan 

Issue History 
Date Modified    Username       Field                    Change               
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2009-01-14 12:39 nathan         Note Added: 0097755                          
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