<div dir="ltr">To me, RINGNOANSWER means that the agent either rejected or let it ring to timeout while the caller was waiting. If the elapsed seconds equals timeout, they let it ring and never answered. If the elapsed seconds is under the timeout, they rejected the call.<div><br></div><div>When the caller hangs up, whether it is ringing a phone or not, it is an ABANDON. If the ABANDON has an agent defined instead of NONE, we were ringing an agent's phone when the ABANDON happened. Every time the call progresses to the next agent, after ringing an agent's phone, there is a RINGNOANSWER in the log.<div><br></div><div>If the agent answered the call, but we were still whispering to the agent how long the caller waited ("reportholdtime") or whispering to the agent any identifying "announce" or "announceoverride" (those names are ambiguous to me, by the way, I think we should call that "whisper" or "gate_whisper" something), it is still an ABANDON. It is not the caller's fault that the caller abandoned.<div><br></div><div>In my opinion, if the caller abandons while we are ringing the agent's phone, it is not the agent's fault that the agent didn't pick up. If a RINGNOANSWER would happen in that case, I'd be assigning fault where there is none. In our call center, RINGNOANSWER is a criminal offense. :)</div><div><br></div><div><div>I sincerely hope we don't change this behavior.</div></div><div><br></div><div>If the impetus for this is to show how long the agent's phone rang, we should put that statistic in data4 of ABANDON or something like that, because we already identify whether an agent's phone was in the process of ringing or being whispered to in ABANDON. Even RINGCANCELED is misleading because the agent did not cancel. It is still and ABANDON.</div><div><br></div></div></div></div><div class="gmail_extra"><br><div class="gmail_quote">On Thu, Jan 19, 2017 at 2:59 AM, Tomec Martin <span dir="ltr"><<a href="mailto:tomec@ipex.cz" target="_blank">tomec@ipex.cz</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div lang="CS" link="blue" vlink="purple">
<div class="m_8308229744795706288WordSection1">
<p class="MsoNormal">Hi all,<u></u><u></u></p>
<p class="MsoNormal">I am quite confused about RINGNOANSWER event in queue log. As mentioned in documentation (<a href="https://wiki.asterisk.org/wiki/display/AST/Queue+Logs" target="_blank">https://wiki.asterisk.org/<wbr>wiki/display/AST/Queue+Logs</a>), this event should be generated
when the call attempt ended without the member picking up the call.<u></u><u></u></p>
<p class="MsoNormal">When the caller hangs up, this event is not generated in actual asterisk versions. Some people mark this as a bug, but other thinks, that this is correct behavior (because it allways was).<u></u><u></u></p>
<p class="MsoNormal">It is marked as a bug in issue ASTERISK-26665, and other discusion is in review
<a href="https://gerrit.asterisk.org/#/c/4649/" target="_blank">https://gerrit.asterisk.org/#/<wbr>c/4649/</a><u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">So there are 2 ways to move forward:<u></u><u></u></p>
<p class="m_8308229744795706288MsoListParagraph"><u></u><span>A)<span style="font:7.0pt "Times New Roman"">
</span></span><u></u>Create RINGNOANSWER event after every call end without answer. That breaks backward compatibility for thoose who rely on current behavior.<u></u><u></u></p>
<p class="m_8308229744795706288MsoListParagraph"><u></u><span>B)<span style="font:7.0pt "Times New Roman"">
</span></span><u></u>Create new event RINGCANCELED – which can be misleading, because call was not canceled.<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Any ideas/opinions?<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Thanks<span class="HOEnZb"><font color="#888888"><u></u><u></u></font></span></p><span class="HOEnZb"><font color="#888888">
<p class="MsoNormal">Martin Tomec<u></u><u></u></p>
</font></span></div>
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