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

[Richard Mudgett]

On Tue, May 3, 2016 at 6:15 PM, Derek Bolichowski <derek at empire-team.com>
wrote:

> 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.
>

This issue has been around a long time and was just recently fixed and I
think
it was just released in the latest v11 version.
See https://issues.asterisk.org/jira/browse/ASTERISK-16115

Richard
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