[asterisk-users] Stuck ACD Agents

[Johann]

It's a side effect of the implementation of agents and queues.  Pausing is done
by the queue application itself.  So if you don't use agents you still have the
pause ability.  However the concept of logging in/out is done at the agent
channel level.  So it is possible for an agent to be logged out and paused.

It's a rather stupid combination that I've gotten around by wrapping some
dialplan logic around a login and pause toggle that reference each other to
prevent people trying to pause themselves when they aren't logged in(it silently
logs them in) and logging out while they are paused(it will silently unpause
them as well).


--johann

Douglas Garstang wrote:
> I have a problem here, when an ACD agent is stuck in PAUSED mode.
> As you can see from the outout of 'show queues' below, the agent 80014133 has a status of paused.
> Why is there a 'not in use' after the paused?
> 
> hestia*CLI> show queues
> oe_techsupp  has 0 calls (max unlimited) in 'rrmemory' strategy (14s holdtime), W:0, C:3, A:10, SL:0.0% within 0s
>    Members: 
>       Agent/80014154 (Unavailable) has taken no calls yet
>       Agent/80014109 (Busy) has taken 1 calls (last was 3211 secs ago)
>       Agent/80014150 (Unavailable) has taken no calls yet
>       Agent/80014133 (paused) (Not in use) has taken no calls yet
>       Agent/80014151 (Unavailable) has taken no calls yet
>       Agent/80014152 (Busy) has taken 2 calls (last was 1036 secs ago)
>       Agent/80014157 (Unavailable) has taken no calls yet
>       Agent/80014155 (Unavailable) has taken no calls yet
>    No Callers
> 
> I just tried to log unpause the agent. The status remained the same. 
> I also logged the agent out and back in again. Still, no change.
> 
>    -- Executing Answer("IAX2/216.187.142.203:4569-8", "") in new stack
>     -- Executing Wait("IAX2/216.187.142.203:4569-8", "1") in new stack
>     -- IAX2/216.187.142.203:4569-7 answered SIP/80014133-a4db
>     -- Executing AgentCallbackLogin("IAX2/216.187.142.203:4569-8", "80014133||") in new stack
>     -- Playing 'agent-pass' (language 'en')
>     -- Playing 'agent-newlocation' (language 'en')
>     -- Playing 'agent-loggedoff' (language 'en')
>   == Callback Agent '80014133' logged out
>     -- Hungup 'IAX2/216.187.142.203:4569-7'
> 
> 
>     -- Executing Answer("IAX2/216.187.142.203:4569-10", "") in new stack
>     -- IAX2/216.187.142.203:4569-9 answered SIP/80014133-c708
>     -- Executing Wait("IAX2/216.187.142.203:4569-10", "1") in new stack
>     -- Executing AgentCallbackLogin("IAX2/216.187.142.203:4569-10", "80014133||80014133 at one_callback") in new stack
>     -- Playing 'agent-pass' (language 'en')
>   == Setting global variable 'AGENTBYCALLERID_80014133' to '80014133'
>     -- Playing 'agent-loginok' (language 'en')
>   == Callback Agent '80014133' logged in on 80014133 at one_callback
>     -- Executing Hangup("IAX2/216.187.142.203:4569-10", "") in new stack
> 
> Could this be a bug? 
> 
> Doug.
> _______________________________________________
> --Bandwidth and Colocation provided by Easynews.com --
> 
> asterisk-users mailing list
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users
> 
>