Calls not ringing even there are available members

Asterisk Asterisk Support
1

Hello,
I have an Asterisk 20.7.0 installion with 9 agents and only one queue.
The calls coming from external numbers and getting into the queue.
The problem is that there are calls in the queue waiting for minutes (I have seen calls waiting 22 minute), but no agent is ringing, even they are not in use, so there are more than one available agent to receive the call, but notthin happens.
Sometimes the operators rings normally and no call waits in the queue when an operator is available, but in the late days, the problem occurs almost every day: there are available operators to take the call, but none is ringing.

What setting might be wrong in the queue settings?

queues.conf :

[general]
monitor-type = MixMonitor

[7077]
ringinuse = no
retry=2
timeout=25
strategy=leastrecent
wrapuptime=30
announce=/var/lib/asterisk/sounds/old_service_sounds/custom/unidentified-user
autofill=yes

extensions.conf:
[7077queue]
exten   =>s,1,NoOp(${CONTEXT} enter)
same    =>n,agi(${SCRIPTS-DIR}/enter-queue.py)
same    =>n,MixMonitor(${RECORDING-FILENAME},b)
same    =>n,queue(7077,,,,,,,"operator-datas,${original_call_id}")


[operator-datas]
exten   =>s,1,NoOp(${CONTEXT} enter )
same    =>n,noop(channel name: ${CHANNEL} )
same    =>n,noop(global call id: ${ARG1})
same    =>n,agi(${SCRIPTS-DIR}/queue-agentnumber-enter.py,${ARG1})
same    =>n,return()

Thank you for your help!

Edit: mistyped the queue app parameter

2

You would need to show how agents are added to the queue, as well as the output of “queue show”, and console output.

3

I have started to collect the informations.
But I have given a Queuemetrics statistics that a call was assigned to an agent that is not answering:

Screenshot from 2024-11-12 11-03-50
Screenshot from 2024-11-12 11-03-50381Ă—758 206 KB

The agent is not ansering the first ringing, its ok.
But 8 tries to the same agent thats not answering? What cause? Why not try another agent in the 2nd or 3rd try?

4

Forgot to mention, at that moment, more than 2 available agent had been in the queue.

5

Because they are still the one that least recently handled a call.

You could set them to auto pause. You could also consider whether rrmemory was a better strategy.

Finally, you could use a local channel, with a smaller timeout than the queue, so that more than one member is tried in each round.

It seems to me that you may have a training issue, if agents are not pausing themselves, or have inadequate wrap up time set.

1 Like