Agent get status “in call” and “Not in use” and they do not able to receive new calls until the transferred call have been finished

Asterisk Asterisk Support
1

Hello,

I am working with Asterisk 13.12.2,

The service is configured using:
• AddQueueMember
• Local channel/n as member with a stateinterface (SIP/XXX)
• ringinuse=no

The symptoms are as follow:

• Queue show command result before receive any call

freepbx*CLI> queue show 405
405 has 0 calls (max unlimited) in ‘leastrecent’ strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 60s
Members:
Shane/Del (Local/714@from-queue/n from hint:714@ext-local) (ringinuse disabled) (Not in use) has taken no calls yet
No Callers

• Queue show command result after transfer the call

freepbx*CLI> queue show 405
405 has 0 calls (max unlimited) in ‘leastrecent’ strategy (1s holdtime, 31s talktime), W:0, C:1, A:1, SL:100.0% within 60s
Members:
Shane/Del (Local/714@from-queue/n from hint:714@ext-local) (ringinuse disabled) (in call) (Not in use) has taken 1 calls (last was 61 secs ago)
No Callers

Note: in call is shown in yellow and Not in use in green

• Core show channels command result after transfer the call. the channels involved are shown highlighted in yellow (714 agent, 723 caller, 712 transfer receiver)

freepbxCLI> core show channels
Channel Location State Application(Data)
Local/714@from-queue s@macro-dial-one:59 Up Dial(SIP/714,TtrM(auto-blkvm)
Local/714@from-queue 405@from-queue:1 Up AppQueue((Outgoing Line))
SIP/723-00000463 405@from-internal:43 Up Queue(405,tC,600,)
SIP/712-00000466 (None) Up AppDial((Outgoing Line))
4 active channels
2 active calls
564 calls processed
freepbxCLI>

Is there any way to make the system send calls to the agents before the call they have transferred is finished?

2

A similar issue has been reported on the issue tracker[1] and has a fix[2] up which will get reviewed this week. It may be worthwhile to look and see if it is the same scenario or not, if not then please file a new issue[3].

[1] https://issues.asterisk.org/jira/browse/ASTERISK-26621
[2] https://gerrit.asterisk.org/#/c/4611/
[3] https://issues.asterisk.org/jira

3

I had this same problem with asterisk 13.9.1. I noted than to execute ‘queue reset stats’ cli command or ‘QueueReset’ AMI action can be a workaround, and agents receive calls before transferred call finished. May be this can help you.

4

We have same problem. Last asterisk version with correct behavior is 13.7.2. I’ll try to open a ticket (doing this for the first time).

Best regards,
Andrej

5

Thanks Abgenis, The problem would be to build the mechanism to get the
queue reset just after an agent have transferred a call automatically. The
other thing is that the stats information is pretty sensible for this
client. don’t this affect the stats?

6

Hi Andrej,

Thanks for your answer.

In a lab environment, I downgraded the Asterisk until version 13.7.2-1
which is not having the issue.

Anyway, I work with Freepbx and I have to take into account the rest of the
system. I have to decide what path I am going to follow regarding the lab
results.

As always, any recommendation you may provide is welcome.

Best regards,

Hugo

7

It’s an asterisk bug, my report is here:
https://issues.asterisk.org/jira/browse/ASTERISK-26757

Turned out it has been alread reported two times, no resolution yet. Active ticket is here:
https://issues.asterisk.org/jira/browse/ASTERISK-26400

Problem is related to wrap up times. So if you disable wrap up time, problem goes away.

Please vote for the ticket, it might hurry up patch process.

Best regards,
Andrej

8

Thanks Andrej, I will Vote for the ticket. Hopefully, Asterisk people
release a solution soon

The main concern about this issue is that my client needs to assign a
wrap-up time to the agents and their process include transfer calls

Best regards,

Hugo