[asterisk-bugs] [JIRA] (ASTERISK-21963) CLONE - Callers on Queue are not being delivered to free agents

[Rusty Newton (JIRA)]

    [ https://issues.asterisk.org/jira/browse/ASTERISK-21963?page=com.atlassian.jira.plugin.system.issuetabpanels:comment-tabpanel&focusedCommentId=207617#comment-207617 ] 

Rusty Newton commented on ASTERISK-21963:
-----------------------------------------

{quote}
I've researched and followed similar issues as described in the initial one which this report has been cloned from.
I know this is not a forum, and this issue happens randomly (at least 1 event per week), that is the reason why I think this is not a reproducible issue. In fact it occurs randomly as I stated above.
So there is no "minimal configuration" at all to reproduce it, I have been trying to catch it up but the behavior is really random.
{quote}

If you can't reproduce the issue, show how to reproduce the issue or describe the exact events and configuration surrounding the behavior then please don't file it on the bug tracker as its not likely we can do anything about it.

I understand it's a frustrating issue. We however don't want to clog up the issue tracker with potentially unsolvable problems that don't contain enough data to even start tracking down. There are hundreds of issues on the tracker and we don't have the resources to work them all at once, much less do most of the troubleshooting work needed ahead of development.

You will need to provide us as much information as possible 

* configuration of the queues
* configuration of the agents/queue members
* configuration of the devices associated as queue members or agents (sip.conf,iax.conf etc)
* dialplan that enters the members into the queues
* any scripts involved with those calls behavior

 Provide descriptions of the timestamps in the log that show which call you expected to be delivered and when it wasn't delivered to an agent that was free. 

Demonstrate and show that the agent was free with CLI command output showing the status of the agent and the status of the device tied to the agent at the time the call is waiting to be delivered.

Be sure that your Asterisk log includes both VERBOSE and DEBUG messages. See logger.conf, typically the full log is configured for this.

Please test with the latest version of your Asterisk branch, preferably the latest SVN snapshot to verify there is not a bug affecting this that has already been fixed.

Again this is not a support forum so if you need help with any of this please seek others on the forums or mail lists for assistance in troubleshooting the issue and gathering the data first.

When you have all of that please open a new issue, attach all files via "More Actions > Attach Files" as .txt where possible and include in the description an overview of the scenario and what is contained in all files.

Thanks!
                
> CLONE - Callers on Queue are not being delivered to free agents
> ---------------------------------------------------------------
>
>                 Key: ASTERISK-21963
>                 URL: https://issues.asterisk.org/jira/browse/ASTERISK-21963
>             Project: Asterisk
>          Issue Type: Bug
>          Components: Applications/app_queue
>         Environment: Asterisk 1.8.21.0
>            Reporter: Freetech Solutions
>         Attachments: messages.tar.gz
>
>
> Callers that are in queue are not being redirected to free agents.
> The environment has almost 50 agents (about 5000 calls per day), and under normal conditions customer reports we have many callers on queue but also many agents in free state.
> Version of Asterisk:
> Asterisk 1.8.21.0, Copyright (C) 1999 - 2012 Digium, Inc. and others.
> Created by Mark Spencer <markster at digium.com>
> Asterisk comes with ABSOLUTELY NO WARRANTY; type 'core show warranty' for details.
> This is free software, with components licensed under the GNU General Public
> License version 2 and other licenses; you are welcome to redistribute it under
> certain conditions. Type 'core show license' for details.
> =========================================================================
> Connected to Asterisk 1.8.21.0 currently running on elx-hey-srv0 (pid = 31582)
> Verbosity is at least 3
> We usually shot the following command:
> #asterisk -rx 'queue show 6001'
> And the output shots many "Callers" with free agent waiting on.
> We usually need to restart Asterisk (service asterisk restart) for these calls to be released and the condition to be overcome.
> Im adding full logs for this issue.

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