[asterisk-bugs] [JIRA] (ASTERISK-18411) Realtime queue members get stuck in "In Use" state.

Mon Jan 20 19:57:03 CST 2014

    [ https://issues.asterisk.org/jira/browse/ASTERISK-18411?page=com.atlassian.jira.plugin.system.issuetabpanels:comment-tabpanel&focusedCommentId=214238#comment-214238 ] 

Sébastien Couture edited comment on ASTERISK-18411 at 1/20/14 7:56 PM:
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It turns out we are seeing the same issue with Asterisk 11.7.0.

The issue can be reproduced as easily as doing a 'dialplan reload' while an agent is either receiving a call ('Ringing') or is currently on a call ('In Use'). After having reloaded the dialplan, agents remain in the state they were in at the time, regardless of if the call they were originally on has ended.

Once again, we're using Realtime queues and queue members, and our agents are Local channels with dialplan hints as state_interface's.

The only difference we have noted between 1.8.25.0 and 11.7.0, as far as this issue goes, is that an agent stuck in the 'Ringing' state will not be given any more calls under 1.8.25.0 when 'ringinuse=yes', whereas under 11.7.0 they will. Under both versions, an agent stuck in the 'In Use' state will be given additional calls when 'ringinuse=yes'.

What would you guys recommend we do (ie. what compile flag to enable, tools to use, etc.) to troubleshoot this issue once and for all?

      was (Author: sysreq):
    It turns out we are seeing the same issue with Asterisk 11.7.0.

The issue can be reproduced as easily as doing a 'dialplan reload' while an agent is either receiving a call ('Ringing') or is currently on a call ('In Use'). After having reloaded the dialplan, agents remain in the state they were in at the time, regardless of if the call they were originally on has ended.

Once again, we're using Realtime queues and queue members, and our agents are Local channels with dialplan hints as state_interface's.

The only difference that we have noted between 1.8.25.0 and 11.7.0, as far as this issue goes, is that 'ringinuse=yes' will be honoured on 11.7.0, whereby the agents will still be getting calls even if they're stuck in the 'In Use' state. On 1.8.25.0, though, calls will not be distributed to agents that have their state stuck to 'In Use' even with 'ringinuse=yes'.

What would you guys recommend we do (ie. what compile flag to enable, tools to use, etc.) to troubleshoot this issue once and for all?

> Realtime queue members get stuck in "In Use" state.
> ---------------------------------------------------
>
>                 Key: ASTERISK-18411
>                 URL: https://issues.asterisk.org/jira/browse/ASTERISK-18411
>             Project: Asterisk
>          Issue Type: Bug
>      Security Level: None
>          Components: Applications/app_queue
>    Affects Versions: 1.8.5.0
>         Environment: 64 bit CentOS
>            Reporter: Steven T. Wheeler
>            Severity: Minor
>
> We have noticed a few times in the last week that the state of queue members has been stuck in "In use" state even though their state interface says "Idle".  When this happens the queue no longer routes calls to the agents.  The only work around we have found so far is to delete the member entries from the realtime table and then add them back in.
> For instance the queue says all the members are In use:
> asterisk -rx 'queue show queue1'
> queue1 has 0 calls (max unlimited) in 'linear' strategy (0s holdtime, 67s talktime), W:0, C:1, A:3, SL:100.0% within 86400s
>    Members:
>       Member 1 (Local/member1 at queue_calling/n) (realtime) (In use) has taken no calls yet
>       Member 2 (Local/member2 at queue_calling/n) (realtime) (In use) has taken 1 calls (last was 6076 secs ago)
>       Member 3 (Local/member3 at queue_calling/n) (realtime) (In use) has taken no calls yet
>       Member 4 (Local/member4 at queue_calling/n) (realtime) (In use) has taken no calls yet
>    No Callers
> But their hints say otherwise:
> asterisk -rx 'core show hints'
>                 member1 at blf                 : SIP/member1_softphon  State:InUse           Watchers  0
>                 member2 at blf                 : SIP/member2_softphon  State:Idle            Watchers  0
>                 member3 at blf                 : SIP/member3_softphon  State:InUse           Watchers  0
>                 member4 at blf                 : SIP/member4_softphon  State:Idle            Watchers  0
> The queue member table configuration:
> mysql> select * from Queue_Members;
> +----------+------------+------------+-------------------------------+------------------+---------+--------+
> | uniqueid | membername | queue_name | interface                     | state_interface  | penalty | paused |
> +----------+------------+------------+-------------------------------+------------------+---------+--------+
> |    31229 | Member 2   | queue1     | Local/member2 at queue_calling/n | hint:member2 at blf |    NULL |   NULL |
> |    31230 | Member 3   | queue1     | Local/member2 at queue_calling/n | hint:member3 at blf |    NULL |   NULL |
> |    31231 | Member 4   | queue1     | Local/member4 at queue_calling/n | hint:member4 at blf |    NULL |   NULL |
> |    31232 | Member 1   | queue1     | Local/member1 at queue_calling/n | hint:member1 at blf |    NULL |   NULL |
> +----------+------------+------------+-------------------------------+------------------+---------+--------+
> This issue occurs infrequently so a debug log would be huge, but if there is more information you need I will try to get it.

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