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Summary:ASTERISK-20842: Add Queue Pause Device States
Reporter:Philippe Lindheimer (p_lindheimer)Labels:
Date Opened:2012-12-27 12:46:46.000-0600Date Closed:2013-08-01 14:19:09
Priority:MajorRegression?No
Status:Closed/CompleteComponents:Applications/app_queue
Versions:SVN 11.1.0 Frequency of
Occurrence
Related
Issues:
Environment:FreePBX Version 2.11+Attachments:( 0) qpause-10-378206.diff
( 1) qpause-11-378206.diff
( 2) qpause-trunk-378206.diff
Description:In order to make Queue Pausing, Auto-Pause, etc. extremely useful, device state information is needed so that queue pause hints can be created for queue agents. Without these, it's not possible (or very cumbersome) to create BLF buttons on a queue member's phone that allows them to pause/un-pause their queue state in one or multiple queues. This can be very useful especially in an auto-pause situation when the agent returns to their phone and sees their BLF light lit up indicating they were auto-paused while gone.

FreePBX 2.11 has added the queue pause and auto-pause feature codes and capabilities. It has also added auto-generated BLF hints that allow an agent to pause/un-pause either one queue or all queues they are defined in.

To work properly and be useful, Asterisk requires a patch to add the devices states necessary to enable these hints. The FreePBX distro has included this patch in versions 10.X and 11.X of app_queue.c and will add it to 1.8.X once 2.11 comes out of beta in the next few weeks.

The patch is VERY VERY LOW risk as it does nothing more then add api calls to set device state hints. It would be great if this were a consideration to be added in the current LTR of Asterisk 11 given the low risk. At a minimum, given the trend to add features to the "phones" releases of Asterisk which are often much higher risk then something as simple as a device state, it would be great if added to that release.
Comments:By: Philippe Lindheimer (p_lindheimer) 2012-12-27 12:51:25.507-0600

qpause device state patch required for full functionality FreePBX 2.11

Asterisk Trunk, 10 and 11
By: Rusty Newton (rnewton) 2012-12-28 13:59:24.747-0600

Acknowledged and open. Moved into our internal queue as well to make sure it's on our radar.
By: Bryan Walters (gamegamer43) 2013-01-03 15:58:48.815-0600

Patches for 10, 11, and trunk will need to be updated to account for device state cachability.
By: Mark Petersen (roadkill) 2013-01-07 05:59:04.546-0600

what state do it set, when the agent is paused
can it easy be configured
as some users might want to use the same BLF for signing in, out and show pause state
as some phones can show several different state on the same button (idel / ringing / inuse)

By: Philippe Lindheimer (p_lindheimer) 2013-01-07 09:24:30.124-0600

currently it is hardcoded to set the paused state as IN_USE though I completely agree that it should be configurable. The logic behind that is that it's likely an agent may be in several queues at a time and have a single button programmed to pause/un-pause in all queues. The state that one may most likely want to be alerted to is when they are paused such as from an auto-pause incident. The IN_USE state will make sure that if any queue is paused, the BLF will be lighted up.

I fully agree that this should be configurable, the patch does not provide for that and I would be very open to someone adding a configuration variable that can set the paused and un-paused states from this default.
By: Rob Gundling (Rob at Cloud 9) 2016-08-01 15:52:31.716-0500

Noticed this same issue when upgrading Asterisk to 11.21.0.  Used to be when an agent got auto paused a BLF would light due to state going to In Use.  Now the state does not change on Auto Pause, which makes visual feedback tough for agents that walk away from their phones and come back (they see no difference).

Example of BLF configuration (from device hints) is *46*101 (for extension 101) or *46*101*501 to get specific hint on Queue number.  

Some change, if even to just "In Use" for pause state, is better than the current lack of a change in the hints.  What is bothersome is that the system is indeed pausing these calls without the hints updating.

Thanks for the attention to this...
By: Joshua C. Colp (jcolp) 2016-08-01 16:03:29.965-0500

[~Rob at Cloud 9] This change went in quite a few years ago. If you are having problems I would suggest starting with the FreePBX folk first, if it's a problem in Asterisk they'll be sure to send it our way.
By: Rob Gundling (Rob at Cloud 9) 2016-08-01 16:04:24.994-0500

Will do - Josh.. Thanks.  Related is:  http://issues.freepbx.org/browse/FREEPBX-12189