[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:              2009-01-20 16:14 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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 (0098260) nathan (reporter) - 2009-01-20 16:14
 http://bugs.digium.com/view.php?id=14173#c98260 
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I'm not convinced that you've "got it wrong" yet.  I've got conflicting
reports from my two call-center groups.  One group (my more technical one)
claims zero problems in the last 24 hours.  The other group thinks the
problem occurred this morning, but the person testing it _didn't get any
hold music_, which makes me suspect it might have been an agent left his
headset logged in after he left last night and the early shift just didn't
notice it... 

I've asked for each group to continue watching for another day and keep me
posted.  If the problem is really reoccurring, it will show itself again. 

Issue History 
Date Modified    Username       Field                    Change               
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2009-01-20 16:14 nathan         Note Added: 0098260                          
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