[asterisk-users] Double queue calls being delivered to agents

[Derek Bolichowski]

I posted this over in asterisk-dev, realized I probably should have put it here. 

Hi there,
We’ve been having a strange issue with a customer’s queues where a queued call will ring an available agent, agent answers, then a second or two later the agent is offered a second call which they cannot answer, since they’re already speaking with a client.

This in turn causes a few issues:
- Agent stats are no longer accurate, as it gets marked down as a ‘missed call’.
- Cannot use ‘autopause’ feature any longer, as the second queue call goes unanswered and pauses the agents.

The basic queue setup is as follows:
Autofill = yes
Ringinuse = no
Wrapuptime = 5
Strategy = fewestcalls (tried ‘random’ also)
Timeout = 15

We’re on Asterisk 11.21.2 currently.

In talking to a few colleagues, they seem to recall there being an old patch for the Asterisk queues application that inserted a short 100ms delay between delivering first and second calls.  I’ve scoured the web today, and found some old forums posts of people looking for something exactly like this, but haven’t found the actual patch, if one even exists.

I’m hoping someone may have some suggestions on some options we can try to eliminate this issue.

Thanks for taking the time to read this.

-Derek B