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

[Ishfaq Malik]

On Tue, 2013-01-29 at 08:32 -0600, Matthew Jordan wrote:
> 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
> 

Hi Matt

Thanks for the comprehensive response. I think I had better get
tinkering but at least I'm now better informed.

Ish

-- 
Ishfaq Malik <ish at pack-net.co.uk>
Department: VOIP Support
Company: Packnet Limited
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