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derek at empire-team.com
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 Posted: Tue May 03, 2016 6:16 pm Post subject: [asterisk-users] Double queue calls being delivered to agent |
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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.
-Derek B
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rmudgett at digium.com
Guest
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| Posted: Tue May 03, 2016 8:59 pm Post subject: [asterisk-users] Double queue calls being delivered to agent |
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On Tue, May 3, 2016 at 6:15 PM, Derek Bolichowski <derek@empire-team.com (derek@empire-team.com)> wrote:
| Quote: | 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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rmudgett at digium.com
Guest
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| Posted: Wed May 04, 2016 9:59 pm Post subject: [asterisk-users] Double queue calls being delivered to agent |
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On Tue, May 3, 2016 at 8:59 PM, Richard Mudgett <rmudgett@digium.com (rmudgett@digium.com)> wrote:
| Quote: |
On Tue, May 3, 2016 at 6:15 PM, Derek Bolichowski <derek@empire-team.com (derek@empire-team.com)> wrote:
| Quote: | 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
|
Looks like it will be in the next release as the issue does not have a target release set.
Richard |
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derek at empire-team.com
Guest
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| Posted: Wed May 04, 2016 10:01 pm Post subject: [asterisk-users] Double queue calls being delivered to agent |
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Awesome. Thanks again Richard.
On May 4, 2016, at 10:59 PM, Richard Mudgett <rmudgett@digium.com (rmudgett@digium.com)> wrote:
| Quote: |
On Tue, May 3, 2016 at 8:59 PM, Richard Mudgett <rmudgett@digium.com (rmudgett@digium.com)> wrote:
| Quote: |
On Tue, May 3, 2016 at 6:15 PM, Derek Bolichowski <derek@empire-team.com (derek@empire-team.com)> wrote:
| Quote: | 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
|
Looks like it will be in the next release as the issue does not have a target release set.
Richard
--
_____________________________________________________________________
-- Bandwidth and Colocation Provided by http://www.api-digital.com --
New to Asterisk? Join us for a live introductory webinar every Thurs:
http://www.asterisk.org/hello
asterisk-users mailing list
To UNSUBSCRIBE or update options visit:
http://lists.digium.com/mailman/listinfo/asterisk-users
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derek at empire-team.com
Guest
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| Posted: Mon May 09, 2016 2:11 pm Post subject: [asterisk-users] Double queue calls being delivered to agent |
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Looks like it missed 13.9.0 L
Thanks,
Derek B.
From: asterisk-users-bounces@lists.digium.com [mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Richard Mudgett
Sent: Wednesday, May 04, 2016 10:59 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion <asterisk-users@lists.digium.com>
Subject: Re: [asterisk-users] Double queue calls being delivered to agents
On Tue, May 3, 2016 at 8:59 PM, Richard Mudgett <rmudgett@digium.com (rmudgett@digium.com)> wrote: | Quote: |
On Tue, May 3, 2016 at 6:15 PM, Derek Bolichowski <derek@empire-team.com (derek@empire-team.com)> wrote: | Quote: |
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
|
Looks like it will be in the next release as the issue does not have a target release set.
Richard |
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