[asterisk-bugs] [Asterisk 0019161]: [patch] With multiple queues & agents, calls with the longest waiting time don't always get handled first

[Asterisk Bug Tracker]

A NOTE has been added to this issue. 
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https://issues.asterisk.org/view.php?id=19161 
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Reported By:                lvl
Assigned To:                
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Project:                    Asterisk
Issue ID:                   19161
Category:                   Applications/app_queue
Reproducibility:            always
Severity:                   minor
Priority:                   normal
Status:                     new
Asterisk Version:           SVN 
JIRA:                        
Regression:                 No 
Reviewboard Link:            
SVN Branch (only for SVN checkouts, not tarball releases): 1.8 
SVN Revision (number only!): 314594 
Request Review:              
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Date Submitted:             2011-04-21 05:33 CDT
Last Modified:              2011-04-21 16:08 CDT
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Summary:                    [patch] With multiple queues & agents, calls with
the longest waiting time don't always get handled first
Description: 
If you have an Asterisk setup with multiple queues, and agents that are
logged into more than one queue, Asterisk will not always handle the
longest waiting call first.

For example, if agent "Bob" is a member of "queue1" and "queue2", queue1
has a call waiting for 5 minutes, and queue2 has a call waiting for 10
minutes, Asterisk will connect Bob with one of those callers/queues at
random, rather than always processing the 10-minute-waiting call first.

This is a long standing bug/issue in Asterisk that affects multiple users,
you can find mentions of this issue on for example
http://www.fonality.com/trixbox/forums/trixbox-forums/trixbox-ce-project-bounties/bounty-queue-priority,
http://www.voip-info.org/wiki/index.php?page_id=448&tk=19bdb4d0e35e7b018f8c&comments_page=1
or
http://lists.digium.com/pipermail/asterisk-users/2010-January/243598.html

To address this, we took the patch discussed at
http://lists.digium.com/pipermail/asterisk-users/2010-January/243598.html
and rewrote it for the current Asterisk trunk. A patched Asterisk is now
running on our development servers - the problem is fixed and no additional
issues have arisen.

This patch introduces the concept of "queue groups". Your queues.conf
should no longer specify a strategy, but instead a group:

[queue1]
group=all
...

[queue2]
group=all
...

A new file, queuegroups.conf, should list these groups and specify a
strategy for them (all queues that you want to group together, typically
all of your queues, should be set to the same queue group):

[all]
strategy=ringall
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---------------------------------------------------------------------- 
 (0134021) silentaccord (reporter) - 2011-04-21 16:08
 https://issues.asterisk.org/view.php?id=19161#c134021 
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I will try to test this when I get a chance but I'm curious about the queue
groups. What's the purpose of them if you would typically put all of the
queues in one group anyway? Does this approach work if an agent is not a
member all queues within a group? For example, if Bob is a memeber of
queue1 and queue2 but Bill is only a member of queue1, and both queues are
part of the same group, will it still work?

Thanks 

Issue History 
Date Modified    Username       Field                    Change               
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2011-04-21 16:08 silentaccord   Note Added: 0134021                          
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