Summary:	ASTERISK-26838: app_queue: Agents getting calls when busy
Reporter:	Ali Raza (a.raxa1)	Labels:
Date Opened:	2017-03-06 07:04:32.000-0600	Date Closed:	2017-03-06 17:28:34.000-0600
Priority:	Major	Regression?
Status:	Closed/Complete	Components:	Applications/app_queue
Versions:	13.8.0 13.13.1	Frequency of Occurrence	Frequent
Related Issues:
Environment:	Centos 6.3 -- 2.6.32-642.11.1.e16.x86_64	Attachments:	( 0) debug_log_11223344.rar
Description:	Hello Guys, I am facing issue with Asterisk 13.8-cert4 - for agents sometimes queue status is working fine like when they are on call it shows : (in call ) (IN USE) but sometimes even the agent is on call its shows: (in call) (not in use) .. so agent are getting calls even they are busy. I have tried few things but non of them work of me .. like ASTERISK-26621. I haven't tried ASTERISK-26299 but its specifically for local channels so i dont think it will work in my case. Example: SIP/1*1231 with penalty 1 (ringinuse disabled) (dynamic) (in call) (In use) has taken 12 calls (last was 472 secs ago) SIP/1*1428 with penalty 1 (ringinuse disabled) (dynamic) (in call) (Not in use) has taken 3 calls (last was 552 secs ago) SIP/1*1428 with penalty 1 (ringinuse disabled) (dynamic) (in call) (Not in use) has taken 3 calls (last was 550 secs ago) If you want me to do some debugging steps then let me know.
Comments:	By: Asterisk Team (asteriskteam) 2017-03-06 07:04:34.227-0600 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: Joshua C. Colp (jcolp) 2017-03-06 15:15:09.086-0600 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: Ali Raza (a.raxa1) 2017-03-06 17:22:44.407-0600 Thanks for the reply. Let me explain entire scenario. 1. Last week I have upgraded Asterisk from 1.8.9.23 to Asterisk 13.8. On my pbx we have many agents how receive calls from the Queues - On Old Asterisk 1.8.9.23 when agent use to be on call they their queue status use to be inuse they have didn't get any other call until they are free. But on Asterisk 13.8 when agent is one call most of the time their queue status shows [(in call) (Not in use)] where as actually they are on call but due to their status (Not in use) app_queue try to handover new calls to those agents. So in the end of the day each agent has got 300~400 missed calls. 2. I did a test again with debug/verbose on - i am attaching the file as well. I called a DID which was directed to a queue(1*502) the agent 1424 was the member of that queue and queue(1*638) as well. First time I called the number agent(1424 - 10.10.9.229) answered the phone the queue status was correct - it was showing (in call) (in use) but after 30sec approx i called same queue again same agent answered the call - initially for 1sec may be the queue status was correct (in call) (in use) but it changed to (in call) (Not in use) even i was on call still but it was showing incorrect agent status. So if I have one more call in queue waiting for its turn app_queue will try to handover that call to the agent(1424) who is actually on call but due to incorrect status app_queue is still trying to handover new call. 3. Sometime for some phone status is correct usually when they get call after a while but if they are getting back to back calls then the status start getting weird. By: Ali Raza (a.raxa1) 2017-03-06 17:25:22.063-0600 sip_debug - core debug - core verbose By: Joshua C. Colp (jcolp) 2017-03-06 17:25:34.395-0600 You haven't elaborated which version of Asterisk. Are you still using certified 13.8, or are you on 13.13.1? or something else. By: Ali Raza (a.raxa1) 2017-03-06 17:27:58.656-0600 I am using 13.8 but I have also tried 13.13.1 as well and I got same issue By: Joshua C. Colp (jcolp) 2017-03-06 17:28:34.292-0600 Asterisk Certified is not supported on the issue tracker and only receives fixes as a result of issues filed by support agreement customers. If you have a support agreement please contact Digium technical support. If you do not have a support agreement then you will need to use the latest version of Asterisk 13, 13.14.0, and file an issue against that with all available information including configuration.