[asterisk-bugs] [JIRA] (ASTERISK-26838) app_queue: Agents getting calls when busy

[Ali Raza (JIRA)]

     [ https://issues.asterisk.org/jira/browse/ASTERISK-26838?page=com.atlassian.jira.plugin.system.issuetabpanels:all-tabpanel ]

Ali Raza updated ASTERISK-26838:
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Thanks for the reply. Let me explain entire scenario.

1. Last week I have upgraded Asterisk from 1.8.9.23 to Asterisk 13.8. On my pbx we have many agents how receive calls from the Queues - On Old Asterisk 1.8.9.23 when agent use to be on call they their queue status use to be inuse they have didn't get any other call until they are free. But on Asterisk 13.8 when agent is one call most of the time their queue status shows [(in call) (Not in use)] where as actually they are on call but due to their status (Not in use) app_queue try to handover new calls to those agents. So in the end of the day each agent has got 300~400 missed calls. 

2. I did a test again with debug/verbose on - i am attaching the file as well. I called a DID which was directed to a queue(1*502) the agent 1424 was the member of that queue and queue(1*638) as well. First time I called the number agent(1424 - 10.10.9.229) answered the phone the queue status was correct - it was showing (in call) (in use) but after 30sec approx i called same queue again same agent answered the call - initially for 1sec may be the queue status was correct (in call) (in use) but it changed to (in call) (Not in use) even i was on call still but it was showing incorrect agent status. So if I have one more call in queue waiting for its turn app_queue will try to handover that call to the agent(1424) who is actually on call but due to incorrect status app_queue is still trying to handover new call.

3. Sometime for some phone status is correct usually when they get call after a while but if they are getting back to back calls then the status start getting weird. 


> app_queue: Agents getting calls when busy
> -----------------------------------------
>
>                 Key: ASTERISK-26838
>                 URL: https://issues.asterisk.org/jira/browse/ASTERISK-26838
>             Project: Asterisk
>          Issue Type: Bug
>      Security Level: None
>          Components: Applications/app_queue
>    Affects Versions: 13.8.0, 13.13.1
>         Environment: Centos 6.3 -- 2.6.32-642.11.1.e16.x86_64
>            Reporter: Ali Raza
>            Assignee: Ali Raza
>
> Hello Guys,
> I am facing issue with Asterisk 13.8-cert4 - for agents sometimes queue status is working fine like when they are on call it shows : (in call ) (IN USE) but sometimes even the agent is on call its shows: (in call) (not in use) .. so agent are getting calls even they are busy. 
> I have tried few things but non of them work of me .. like ASTERISK-26621.
> I haven't tried ASTERISK-26299 but its specifically for local channels so i dont think it will work in my case.
> Example: 
> SIP/1*1231 with penalty 1 (ringinuse disabled) (dynamic) (in call) (In use) has taken 12 calls (last was 472 secs ago)
> SIP/1*1428 with penalty 1 (ringinuse disabled) (dynamic) (in call) (Not in use) has taken 3 calls (last was 552 secs ago)
> SIP/1*1428 with penalty 1 (ringinuse disabled) (dynamic) (in call) (Not in use) has taken 3 calls (last was 550 secs ago) 
> If you want me to do some debugging steps then let me know.



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