More than one call at a time to agents


#1

Hi,

For eg., We have 30 live agents to take a call, but in queue more than 60 calls waiting to enter the agents.

Our issues are, Once the agent finished the call we gave 15 seconds wrapuptime, after the wrapuptime completed suddenly multiple calls enter to that agent at a time.

Below are the sample Logs :
– Got SIP response 486 “Busy Here” back from XX.XX.XX.XX:25718
– SIP/21113-00000fcf is busy
– Got SIP response 486 “Busy Here” back from XX.XX.XX.XX:25718
– SIP/21113-00000fd0 is busy
– Nobody picked up in 0 ms
– Nobody picked up in 0 ms

queues.conf files :
[QUEUE]
musicclass = sample
strategy = rrmemory
servicelevel = 0
timeout = 20
retry = 1
wrapuptime= 15
autofill= yes
maxlen = 0
setinterfacevar=yes
setqueueentryvar=yes
setqueuevar = yes
announce-holdtime = no
announce-position = no
;announce-frequency = 45
periodic-announce = /var/lib/asterisk/sounds/en/inrush
periodic-announce-frequency = 30
random-periodic-announce=no
relative-periodic-announce=no
monitor-format = wav
monitor-type = MixMonitor
ringinuse = no
joinempty = yes
leavewhenempty = no

Can you please anyone help us to resolve this issue. . .

Thanks…


#2

Do you have callcounter=yes for your Agents’ SIP endpoints in sip.conf?

–Satish Barot


#3

Yes Satish… We have set “callcounter=yes” option in our SIP endpoints. But no luck


#4

What version of Asterisk do you use?
I think there was a bug regarding this https://issues.asterisk.org/jira/browse/ASTERISK-16115 and has been fixed in newer versions


#5

We are using Asterisk 11.2.1


#6

Try the latest release of Asterisk 11 (11.25.1) and see. As per issue report, this has been resolved in 11.23.0
Note that Asterisk 11 will be EOL soon.

–Satish Barot


#7

Indeed, 11 goes EOL October 25th of this year[1].

[1] https://wiki.asterisk.org/wiki/display/AST/Asterisk+Versions