[asterisk-bugs] [Asterisk 0017074]: No ENTERQUEUE event in queue_log if leavewhenempty=yes in queues, therefore no ACD report is available to track overflow calls.

[Asterisk Bug Tracker]

A NOTE has been added to this issue. 
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https://issues.asterisk.org/view.php?id=17074 
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Reported By:                aragon
Assigned To:                
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Project:                    Asterisk
Issue ID:                   17074
Category:                   Applications/app_queue
Reproducibility:            always
Severity:                   major
Priority:                   normal
Status:                     new
Asterisk Version:           Addons-1.4.10 
JIRA:                        
Regression:                 No 
Reviewboard Link:            
SVN Branch (only for SVN checkouts, not tarball releases): N/A 
SVN Revision (number only!):  
Request Review:              
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Date Submitted:             2010-03-22 10:46 CDT
Last Modified:              2010-03-23 08:48 CDT
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Summary:                    No ENTERQUEUE event in queue_log if
leavewhenempty=yes  in queues, therefore no ACD report is available to track
overflow calls.
Description: 
I have background application in queue to overflow incoming ACD caller to
IVR menu if leavewhenempty=yes and no agents are logged or all are paused.
On incoming call since no agents are available the caller is overflowed to
IVR but no events are written to /var/log/asterisk/queue_log
There is no ENTERQUEUE event therefore there is no EXITEMPTY event
written.
Therefore I cannot generate a report or extrapolate the number of times a
caller could not enter a queue because no agent was available.

The overflow works but Asterisk needs to generate ENTERQUE event then
EXITEMPTY event when leavewhenempty is invoked in queue_log so we can
report on these events.

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 (0119701) aragon (reporter) - 2010-03-23 08:48
 https://issues.asterisk.org/view.php?id=17074#c119701 
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davidw: Firstly I wish to thank you for your response, it is appreciated.

There is only one scenario I have tested where if no agents are available
the EXITEMPTY event is written.
Caller enters queue and agent is available but agent chooses not to answer
the caller and pauses status or logs out of queue, then the call follows
the dial plan and overflows out of the queue.  This writes the ENTERQUEUE
event and the EXITEMPTY events to queue_log.

In the reported scenario the caller never enters queue and no events are
written to queue_log since the caller never enters the queue because no
agents are technically logged.  EXITEMPTY needs to be captured somewhere
since call centers need to know when the queues are not staffed via
reports.  Arguably I don't think this should be a feature request since the
implementation of the existing feature is incomplete.  I just don't see the
value of EXITEMPTY if it can only be used in a scenario where agents log
off or pause after a call has already entered the queue.

The discussion should continue as to what is the best method to capture
the necessary events to generate the necessary reports for the call center. 

Issue History 
Date Modified    Username       Field                    Change               
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2010-03-23 08:48 aragon         Note Added: 0119701                          
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