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Summary:ASTERISK-26665: app_queue: Agent ringing, Caller hangup before timeout, no agent name logged - missing RINGNOANSWER?
Reporter:Marek Cervenka (cervajs)Labels:
Date Opened:2016-12-19 04:35:45.000-0600Date Closed:2017-01-25 19:15:06.000-0600
Priority:MajorRegression?
Status:Closed/CompleteComponents:Applications/app_queue
Versions:13.13.1 Frequency of
Occurrence
Constant
Related
Issues:
is duplicated byASTERISK-19317 QueueLog does not log ringnoanswer if the caller abandons while the agent's extension is ringing
Environment:centos 6/32bitAttachments:( 0) queue.txt
Description:i'm trying get report about missed calls per agent. i'm using queue_log

scenario is
- call to queue test
- agent is ringing (SIP/vr1a305)
- caller hangup (SIP/vr1a555)
- agentname in queue_log is missing

{noformat}
+-----+----------------------------+---------------+-----------+-------+---------+-------+-------+-------+-------+-------+
| id  | time                       | callid        | queuename | agent | event   | data1 | data2 | data3 | data4 | data5 |
+-----+----------------------------+---------------+-----------+-------+---------+-------+-------+-------+-------+-------+
| 352 | 2016-12-19 11:03:49.456697 | 1482141812.3  | test      | NONE  | ABANDON | 1     | 1     | 17    |       |       |
{noformat}

i started discussion in this thread
http://lists.digium.com/pipermail/asterisk-dev/2016-December/076051.html



Comments:By: Asterisk Team (asteriskteam) 2016-12-19 04:35:47.263-0600

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: Martin Tomec (matesstar) 2016-12-19 04:47:50.293-0600

There is debug log message "Nobody answered" - I think it is in code part, where should be also called ast_queue_log (probably with last membername and "RINGNOANSWER").

By: Marian Piater (maikyp) 2016-12-20 02:35:59.374-0600

Hi,
same issue also on the latest Asterisk 11.25.1. When caller abandon the queue during agent ringing, then agent name is empty.

{noformat}
+----+----------------------------+---------------+-----------+-------+------------+--------+-------+-------+-------+-------+-------+---------------------+
| id | time                       | callid        | queuename | agent | event      | data   | data1 | data2 | data3 | data4 | data5 | created             |
+----+----------------------------+---------------+-----------+-------+------------+--------+-------+-------+-------+-------+-------+---------------------+
| 11 | 2016-12-20 09:32:13.593328 | 1482222733.15 | test      | NONE  | ENTERQUEUE | |100|1 |       |       |       |       |       | 2016-12-20 09:32:13 |
| 12 | 2016-12-20 09:32:15.366279 | 1482222733.15 | test      | NONE  | ABANDON    | 1|1|2  |       |       |       |       |       | 2016-12-20 09:32:15 |
+----+----------------------------+---------------+-----------+-------+------------+--------+-------+-------+-------+-------+-------+---------------------+
{noformat}

By: Marek Cervenka (cervajs) 2016-12-20 03:11:57.107-0600

it looks like this issue is duplicate of ASTERISK-19317

By: Martin Tomec (matesstar) 2016-12-22 06:35:11.970-0600

Patch is in gerrit review. It adds RINGNOANSWER event between ENTERQUEUE and ABANDON. Because the previous issue was also marked as a bug, I have put the patch to the branche 13. It changes output of queue_log, but AFAIK this is allowed change to LTS versions.

By: Martin Tomec (matesstar) 2017-01-06 09:27:09.363-0600

I was asked to put some quelog examples, so there is example before patch, when caller hanged up after 25sec:
{noformat}
+-----+----------------------------+---------------+-----------+----------+--------------+-------+-------+-------+-------+-------+
| id  | time                       | callid        | queuename | agent    | event        | data1 | data2 | data3 | data4 | data5 |
+-----+----------------------------+---------------+-----------+----------+--------------+-------+-------+-------+-------+-------+
| 371 | 2016-12-19 11:44:19.295695 | 1482144259.12 | test      | NONE     | ENTERQUEUE   |       | 555   | 1     |       |       |
| 372 | 2016-12-19 11:44:34.303274 | 1482144259.12 | test      | agent    | RINGNOANSWER | 15000 |       |       |       |       |
| 373 | 2016-12-19 11:44:44.492556 | 1482144259.12 | test      | NONE     | ABANDON      | 1     | 1     | 25    |       |       |
+-----+----------------------------+---------------+-----------+----------+--------------+-------+-------+-------+-------+-------+
{noformat}
Another example, when caller hanged up after 3sec:
{noformat}
+-----+----------------------------+---------------+-----------+----------+--------------+-------+-------+-------+-------+-------+
| id  | time                       | callid        | queuename | agent    | event        | data1 | data2 | data3 | data4 | data5 |
+-----+----------------------------+---------------+-----------+----------+--------------+-------+-------+-------+-------+-------+
| 374 | 2016-12-21 14:51:55.673270 | 1482328315.19 | test      | NONE     | ENTERQUEUE   |       | 555   | 1     |       |       |
| 375 | 2016-12-21 14:51:58.408761 | 1482328315.19 | test      | NONE     | ABANDON      | 1     | 1     | 3     |       |       |
+-----+----------------------------+---------------+-----------+----------+--------------+-------+-------+-------+-------+-------+
{noformat}
And finally example after patch, when caller hanged up after 5sec:
{noformat}
+-----+----------------------------+---------------+-----------+----------+--------------+-------+-------+-------+-------+-------+
| id  | time                       | callid        | queuename | agent    | event        | data1 | data2 | data3 | data4 | data5 |
+-----+----------------------------+---------------+-----------+----------+--------------+-------+-------+-------+-------+-------+
| 398 | 2016-12-21 16:46:45.320780 | 1482335205.0  | test      | NONE     | ENTERQUEUE   |       | 555   | 1     |       |       |
| 399 | 2016-12-21 16:46:50.138233 | 1482335205.0  | test      | agent    | RINGNOANSWER | 4810  |       |       |       |       |
| 400 | 2016-12-21 16:46:50.142351 | 1482335205.0  | test      | NONE     | ABANDON      | 1     | 1     | 5     |       |       |
+-----+----------------------------+---------------+-----------+----------+--------------+-------+-------+-------+-------+-------+
{noformat}

By: Friendly Automation (friendly-automation) 2017-01-25 19:15:07.431-0600

Change 4649 merged by zuul:
app_queue: add RINGCANCELED log event on caller hang up

[https://gerrit.asterisk.org/4649|https://gerrit.asterisk.org/4649]