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Summary:ASTERISK-25731: When a queue agent transfers a queue call, wrapuptime is not respected
Reporter:Lorne Gaetz (lgaetz)Labels:
Date Opened:2016-01-27 10:20:25.000-0600Date Closed:2020-01-14 11:13:39.000-0600
Priority:MinorRegression?
Status:Closed/CompleteComponents:
Versions:13.6.0 13.7.0 Frequency of
Occurrence
Related
Issues:
Environment:FreePBX Distro, CentOS 6.6, Asterisk 13, FreePBX 13Attachments:( 0) debug.txt
( 1) debug2.txt
Description:When a queue agent receives a call from a queue, then hangs up, wrapuptime is respected as normal. When the same agent receives a queue call and transfers the call, wrapuptime is ignored. It makes no difference how the agent is logged into the queue or how the transfer is made (attended, blind, in-call feature code, phone transfer button)


xref to FreePBX ticket: http://issues.freepbx.org/browse/FREEPBX-4566
Comments:By: Asterisk Team (asteriskteam) 2016-01-27 10:20:26.793-0600

Thanks for creating a report! The issue has entered the triage process. That means the issue will wait in this status until a Bug Marshal has an opportunity to review the issue. Once the issue has been reviewed you will receive comments regarding the next steps towards resolution.

A good first step is for you to review the [Asterisk Issue Guidelines|https://wiki.asterisk.org/wiki/display/AST/Asterisk+Issue+Guidelines] if you haven't already. The guidelines detail what is expected from an Asterisk issue report.

Then, if you are submitting a patch, please review the [Patch Contribution Process|https://wiki.asterisk.org/wiki/display/AST/Patch+Contribution+Process].
By: Lorne Gaetz (lgaetz) 2016-01-27 10:23:14.182-0600

The attached file (core set debug 10) shows 2 local extensions (2007 and 2007, different PJSIP endpoints) calling to queue 700. Queue agent 2009 answers the first call, blind transfers to 2005. 2009 immediately rings again with the second queue call. wrapuptime is set to 19s and, tho not shown in the attachment, I have confirmed wrapuptime works when ext 2009 hangs up instead of transfers.
By: Rusty Newton (rnewton) 2016-01-27 10:36:43.155-0600

In addition to the debug log can you attach a log with only warning,error,notice and verbose?
By: Lorne Gaetz (lgaetz) 2016-01-27 10:42:57.935-0600

Requested log file attached.
By: Rusty Newton (rnewton) 2016-02-17 14:44:04.895-0600

Well it isn't as simple as I had hoped. I can't reproduce the issue with 13.7.2 and a very simple queue setup.  Here is the rough call flow:

* Sent two calls into a queue (using callfiles and local channels connecting to a Wait app) where ALICE is a member.
* ALICE answers Call 1
* ALICE transfers Call 1 to another extension and ALICE hangs up.
* Call 2 continues to wait in the queue until the wrapuptime expires and then begins ringing ALICE
* ALICE answers Call 2.

Seems to work so far and I'm not seeing anything obvious in the debug.

We'll need you to replicate the issue with a simplified queue situation to track down exactly what is triggering the issue.

If it doesn't matter how the agent logs in or what kind of transfer is made then the trigger is probably something set on the channel, a queue configuration option or something else.
By: Lorne Gaetz (lgaetz) 2016-02-19 13:27:33.356-0600

Hi Rusty:

I tested again on FreePBX with Asterisk 13.7.2, and nothing has changed on this end, issue is consistent and repeatable, and anecdotal reports go back to very old versions of Asterisk. FreePBX queue config can be quite complex, can you share the dialplan and queue config you used to test? I will attempt to isolate the specific config that is causing the issue.
By: Rusty Newton (rnewton) 2016-03-04 08:37:16.364-0600

I started with a copy paste from the definitive guide and made a basic queue.

{noformat}
[general]
autofill=yes
shared_lastcall=yes

[StandardQueue](!)
musicclass=default
strategy=rrmemory
joinempty=no
leavewhenempty=yes
ringinuse=no
wrapuptime=40

[sales](StandardQueue)
[support](StandardQueue)
{noformat}

I used a callfile to send a call into the queue

{noformat}
Channel: Local/7001@from-internal
WaitTime: 200
Application: Wait
Data: 300
{noformat}

I used additional call files with the same instructions to send multiple calls into the queue.

I used a very simple extensions.conf to send callfile call into the queue.

{noformat}
[Queues]
exten = 7001,1,Verbose(2,${CALLERID(all)} entering the support queue)
same = n,Queue(support)
same = n,Hangup()
exten = 7002,1,Verbose(2,${CALLERID(all)} entering the sales queue)
same = n,Queue(sales)
same = n,Hangup()

[from-internal]
include = Queues
{noformat}

In the queue I had one member, PJSIP/ALICE added with "queue add member ..." - from which I would manually transfer an answered call to another extension:

{noformat}
exten = 6002,1,Dial(PJSIP/BOB)
{noformat}
By: Asterisk Team (asteriskteam) 2016-03-18 12:00:01.868-0500

Suspended due to lack of activity. This issue will be automatically re-opened if the reporter posts a comment. If you are not the reporter and would like this re-opened please create a new issue instead. If the new issue is related to this one a link will be created during the triage process. Further information on issue tracker usage can be found in the Asterisk Issue Guidlines [1].

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