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Summary:ASTERISK-26102: Manager Event DTMF not generated if call comes from a queue
Reporter:Richard Wilkinson (rickead2000)Labels:
Date Opened:2016-06-09 09:40:36Date Closed:2020-01-14 11:13:31.000-0600
Priority:MajorRegression?
Status:Closed/CompleteComponents:
Versions:13.7.2 Frequency of
Occurrence		Constant
Related
Issues:
Environment:Attachments:
Description:If a call is answered by a queue member, asterisk doesn't generate the manager DTMF events when a digit is pressed.

They are not generated for either channel.

If the agent puts the caller on hold, they are generated, but as soon as the agent is taken off hold, nothing is generated.
Comments:By: Asterisk Team (asteriskteam) 2016-06-09 09:40:36.805-0500

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: Joshua C. Colp (jcolp) 2016-06-09 12:15:03.925-0500

Thank you for taking the time to report this bug and helping to make Asterisk better. Unfortunately, we cannot work on this bug because your description did not include enough information. Please read over the Asterisk Issue Guidelines [1] which discusses the information necessary for your issue to be resolved and the format that information needs to be in. We would be grateful if you would then provide a more complete description of the problem. At a minimum, we need:

1. The specific steps or actions you took that caused you to encounter the problem.
2. The behavior you expected and the location of documentation that led you to that expectation.
3. The behavior you actually encountered.

To demonstrate the issue in detail, please include Asterisk log files generated per the instructions on the wiki [2]. If applicable, please ensure that protocol-level trace debugging is enabled, e.g., 'sip set debug on' if the issue involves chan_sip, and configuration information such as dialplan and channel configuration.

Thanks!

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

[2] https://wiki.asterisk.org/wiki/display/AST/Collecting+Debug+Information


By: Richard Wilkinson (rickead2000) 2016-06-10 04:25:44.198-0500

Hi,

We have a process that reads all events from the Asterisk Manager Interface.  One of it's tasks is to listen for the DTMF event and record what DTMFs were pressed during a call.

If a call has been answered by an agent after being place in a queue, the DTMF manager events are not generated.

The process that is occurring is as follows:-

1)   Call comes in from upstream provider to Asterisk
2)   Asterisk places the call into a queue
3)   Asterisk presents the call to an agent (SIP peer) and it is answered
4)   If the agent or caller presses any DTMF keys nothing is received on the manager interface relating to the DTMF at all.

Expected behaviour is that following events are generated (example given for pressing the '5' key).  One each representing when the key was pressed and then released.  This happens for standard calls when not delivered via a queue.

If the caller is placed on hold and DTMFs pressed, the messages are generated, but as soon as the caller is taken off hold they stop again.

Event: DTMF.
Privilege: dtmf,all.
Channel: SIP/000088-0031ea03.
Uniqueid: 1465550184.3409862.
Digit: 5.
Direction: Received.
Begin: Yes.
End: No.

Event: DTMF.
Privilege: dtmf,all.
Channel: SIP/000088-0031ea03.
Uniqueid: 1465550184.3409862.
Digit: 5.
Direction: Received.
Begin: No.
End: Yes.

The dialplan and queue configuration is stored in realtime.  Here is the relevant configuration....

Context: testcontext
Exten: 100
Priority: 1
App: Queue
Appdata: testqueue,r,,,45

The queue itself is pretty much default.  It has a max length of 90 and a strategy of RINGALL.  No other parameters have been set.




By: Joshua C. Colp (jcolp) 2016-06-10 05:09:22.874-0500

We need the console log and PJSIP configuration as well. It may be that things are such that direct media is being permitted and done, so DTMF is not flowing through Asterisk. Doing hold would bring it back.
By: Asterisk Team (asteriskteam) 2016-06-24 12:00:01.134-0500

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