Queue Agent Getting Additional Calls When on the Phone

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Asterisk Users 10 Comments

We have a queue that agents log into through the dial plan. Extension
Sip/101 logs in as Agent/101

We have ‘ringinuse = no’ in the queues.conf file.

The issue is that when Ext 101 is on a ‘non queue’ call (they placed a
call, someone called their DID, etc) they still receive queue calls.

Is there a way to stop this from happening?

-Matt

10 thoughts on - Queue Agent Getting Additional Calls When on the Phone

  • What version of asterisk are you using and method are you using to login your agents? I recently had this issue with a 1.4.33 install where the agents logged in with agentcallbacklogin. In the end I had to move them away from chan_agent altogether, using dynamic agents and AddQueueMember, which has a parameter for designating a device to keep track of the state for that member. Seems to be working for now.

    Thanks,

  • Here is little more console output:
    localhost*CLI> queue show Sales
    Sales has 0 calls (max 10) in ‘ringall’ strategy (0s holdtime),
    W:0, C:0, A:0, SL:0.0% within 0s
    Members:
    SIP/101 (dynamic) (Not in use) has taken no calls yet
    No Callers

    localhost*CLI> core show channels
    Channel Location State Application(Data)
    SIP/101-0000000b s@macro-tl-userexten Up VoiceMailMain(101)
    1 active channel
    1 active call

    ‘core show channels’ show SIP/101 is use but ‘queue show’ does not.

    -Matt

  • Sorry for the top-post…

    If you do a core show application AddQueueMember from the cli, you’ll see the option I was referring to.

    You’ll also need to make sure you’re properly reporting device state to asterisk. I think this means you need to set a call-limit for each sip peer that you want to monitor in sip.conf (we use 25 so there are no accidental limits actually applied), and setup hints in your extensions.conf for each peer.

    Thanks,

  • Hi,

    We have realtime queues, and I can’t figure how the device state matters,
    because when a user takes a call, is stat is “Not in use”.

    We now use GROUP_COUNT() to check if the peer has a call or not…

  • 15.10.2010 9:40, Warren Selby пишет:

    Is there any alternative for obsolete call-limit option in 1.6/1.8?

  • Warren,

    Setting the call limits was my issue. I am on a test machine and
    didn’t have it set. Thanks for the help!

    -Matt

  • On Fri, Oct 15, 2010 at 1:21 AM, Leif Madsen
    wrote:

    Leif,

    Isn’t callcounter for 1.6 and not for 1.4?

    -Matt