[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:                     ready for testing
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:              2009-01-19 23:25 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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 (0098174) nathan (reporter) - 2009-01-19 23:25
 http://bugs.digium.com/view.php?id=14173#c98174 
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Sorry for the slow response.  I've been absolutely swamped with stuff at
work.

First, the "ringinuse = yes" on the queue configs has worked great as a
workaround!  I haven't had a single complaint since I implemented that,
which is a good sign.

Second, I checked out 1.4.22 and applied your patch (was it really only
one line!?), compiled and installed it just now.  I also reverted the
queues.conf to "ringinuse = no".  I sent an email to my call-center
managers to report back whether or not the problem reappears.  If I don't
let you know in a couple days, just ping me.  Work tends to bury me... 

Issue History 
Date Modified    Username       Field                    Change               
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2009-01-19 23:25 nathan         Note Added: 0098174                          
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