Two calls to the same agent in the queue


#1

Hi everyone,

I am having a problem with queues in Asterisk, the problem happens when the call arrives in the queue.

For example:
There are 10 agents in call, when a new call arrives in the queue sometimes it is redirect to agent already in a call, same when there are other agent available or all agents are busy.

It looks like system are ignoring the status of the agent who received the second call.

The queue are configured to “Skip Busy Agents” and the Ring Strategy are “rrmemory”.

CUSTOMERS has 0 calls (max 10) in ‘rrmemory’ strategy (121s holdtime, 116s talktime), W:0, C:19, A:1, SL:0.0% within 0s
Members:
SIP/1012 (ringinuse disabled) (dynamic) (in call) (In use) has taken 1 calls (last was 203 secs ago)
SIP/1010 (ringinuse disabled) (dynamic) (paused) (Not in use) has taken 18 calls (last was 228 secs ago)

Version: Asterisk 11.23

Somebody can help me?

Thank you.


#2

Make sure call waiting is turned off on that device.


#3

Make sure callcounter=yes is enabled on the sip device


#4

Are you using paused queue member function too? Have you checked when this is happened I mean what’s was the status of your extension on core show hint and in queue show??? Have you tried with Local channel too? Actually I am also suffering from this issue since long. But still performing R&D to find the root cause of the issues.


#5

I will update my Asterisk to version 11.25. I found this this issue https://issues.asterisk.org/jira/browse/ASTERISK-16115 was corrected in https://gerrit.asterisk.org/#/c/2679/.

I will execute new testes and send feedback.
Thank you all