[asterisk-users] Call abandoned from queue not showing in CDR (possible bug)

[Matthew Jordan]

On 01/29/2013 02:52 AM, Ishfaq Malik wrote:
> On Wed, 2013-01-16 at 08:06 -0600, Matthew Jordan wrote:
>> On 01/16/2013 05:31 AM, Ishfaq Malik wrote:
>>> On Thu, 2012-01-12 at 11:51 +0000, Ishfaq Malik wrote:
>>>
>>> Hi Everyone
>>>
>>> This issue has reared it's ugly head again for us. If a call comes into
>>> a queue and the caller abandons the call, the call does not show in the
>>> CDR.
>>>
>>> This is also the case for asterisk version 1.8.18
>>>
>>> Does anyone have any ideas, or try to replicate it?
>>>
>>> Thanks in advance
>>>
>>> Ish
>>>
>>
>> Do you have unanswered=yes set in cdr.conf?
>>
>> CDRs in Queues can depend heavily on your dialplan, whether or not the
>> call is Answered prior to it going into the Queue, etc. What is the
>> state of the inbound channel when it goes into the Queue?
>>
> 
> unanswered=yes in the cdr.conf would have too many side effects for us
> (i.e. a single cdr entry for each channel rung).
> 
> To me this behaviour seems inconsistent with that of Dial. If I use dial
> to call 3 peers and the caller abandons the call I will get a single CDR
> entry with disposition NO ANSWER. Now if I use Queue to call the same 3
> peers that are members of that queue and abandon the call, I get no cdr
> entry at all.
> 
> This to me seems wrong.
> 
> Regards
> 
> Ish
> 

Hi Ish -

The behaviour of CDRs in Queue can be interesting at times, and doesn't
always match the behaviour of what occurs through Dial. In this
particular case, because Queue doesn't Answer a call automatically for
you, a lack of an Answer prior to going into Queue means the
'unanswered' logic kicks in for the CDRs. Hence, if a caller abandons a
call attempt and no agent ever answered it, Queue/CDR code treats the
call as never having been answered and, if you don't have unanswered=yes
in your cdr.conf, will not log an entry.

Note that there are a few other quirks with CDRs in queues in this and
related scenarios, particularly when some of the members are busy (see
ASTERISK-17776). We discussed making changes to this behaviour in
release branches (see https://reviewboard.asterisk.org/r/2064/), but
decided against it due to the ripple effect changes in CDRs have on
users. If you're running into similar behaviour, you may want to
backport those changes to your version.

Matt

-- 
Matthew Jordan
Digium, Inc. | Engineering Manager
445 Jan Davis Drive NW - Huntsville, AL 35806 - USA
Check us out at: http://digium.com & http://asterisk.org