[asterisk-bugs] [JIRA] (ASTERISK-29199) app_queue: Calls not connected

[EDV O-TON (JIRA)]

    [ https://issues.asterisk.org/jira/browse/ASTERISK-29199?page=com.atlassian.jira.plugin.system.issuetabpanels:comment-tabpanel&focusedCommentId=258388#comment-258388 ] 

EDV O-TON commented on ASTERISK-29199:
--------------------------------------

It's also a problem, when you work with penalties instead of paused agents:

We have some queues where we use queuerules and min-/max-penalties to create an overflow to other agents. If the weight of the queue with penalty settings is higher than other ones the agents are in, they will not get any calls of these queues until there are no calls for the higher weighted queues.

Description:

Agent has two queues A and B, both with penalty 60.
Queue A has a higher weight ( e.g. 66) than queue B (e.g. 65).
Queue A has a min_penalty = 0 and max_penalty = 50, so that the agent is outside the range. Queue A has a queuerule, that will raise the maxpenalty after 30 seconds by 10, so that the agent gets the call.
The queue A gets a call, then queue B gets a call, too. The queue B call isn't transferred to the agent until the call in queue A is connected to another agent or the caller quits.

A test with weights vice versa worked as expected and the call ist immediately connected to the agent



Here are the minimal config files to reproduce:

queues.conf
------------
[666]
weight=66
member => PJSIP/123,60,testagent
defaultrule = testrule

[667]
weight=65
member => PJSIP/123,60,testagent
------------

extension.conf
------------
[default]

exten => 666,1,Answer()
same => n,Set(QUEUE_MIN_PENALTY=0)
same => n,Set(QUEUE_MAX_PENALTY=50)
same => n,Queue(666)

exten => 667,1,Answer()
same => n,Queue(667)
------------

queuerules.conf
------------
[testrule]
penaltychange => 30,+10
------------


> app_queue: Calls not connected
> ------------------------------
>
>                 Key: ASTERISK-29199
>                 URL: https://issues.asterisk.org/jira/browse/ASTERISK-29199
>             Project: Asterisk
>          Issue Type: Bug
>      Security Level: None
>          Components: Applications/app_queue
>    Affects Versions: 18.10.1
>         Environment: Ubuntu 20.04 with latest patches
>            Reporter: EDV O-TON
>            Assignee: Unassigned
>            Severity: Major
>         Attachments: debuglog.txt
>
>
> Agent has two queues A and B
> Queue A has a higher weight ( e.g. 66) than queue B (e.g. 65).
> The queue A gets a call while the agent is on call. The agent is manually paused in Queue A but not in Queue B. After the agent hangup his active call another call for queue B gets in. This one isn't transferred to the agent until the call in queue A is connected to another agent or the caller quits.
> A test with weights vice versa worked as expected and the call ist immediately connected to the agent



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