[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:                     assigned
Asterisk Version:           1.4.22 
Regression:                 No 
SVN Branch (only for SVN checkouts, not tarball releases): N/A 
SVN Revision (number only!):  
Request Review:              
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Date Submitted:             2009-01-05 13:54 CST
Last Modified:              2009-01-14 13:59 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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 (0097795) putnopvut (administrator) - 2009-01-14 13:59
 http://bugs.digium.com/view.php?id=14173#c97795 
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The call-limit is essentially exactly what it sounds like. It's the number
of simultaneous calls that that SIP endpoint can have at any given time.
For most SIP phones, a good number to use for this is the number of "lines"
that the SIP phone supports. If you have a SIP provider listed as one of
your SIP peers in sip.conf, then the call-limit would limit how many calls
you can have to/from that provider at any given time.

The call-limit also serves a second purpose. It is used to determine the
device state of a SIP endpoint. The basic rule is that if no calls are
happening, then the endpoint is "not in use." If the endpoint has some
calls toward the limit, then the endpoint is "in use." If the endpoint is
using all of the calls toward the limit, then it is "busy."

For your situation in particular, by setting a call-limit, it meant that
when an agent was on the phone called into the AgentLogin application, it
was using one call towards its limit of 500, so it would report as being
"in use." 

Issue History 
Date Modified    Username       Field                    Change               
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2009-01-14 13:59 putnopvut      Note Added: 0097795                          
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