Callers lose place in queue

the last time i saw this, the queue overflow was set to itself.

so it was ringing an agent, timing out, and re-joining the queue (at the back)

I like sorvani’s answer. It is real world, to the point. If you are running a call center your agents should be answering the calls. 32 minutes is not a call center.

unless its Purolator/Fedex :frowning:

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I totally agree. His business has grown faster than he has hired people to take calls. He’s working on that, but so far hasn’t managed to hire people fast enough.

The Queue Max Wait Time is 1hr, 30 minutes. So far the complaints I’ve seen have happened after being in queue around 30 minutes.

The Failover is set to the IVR Day greeting, which gives them to option to press x to enter into whatever queue they need, so that doesn’t seem to be the problem.

Problem is still not resolved. Well, I haven’t heard of any new reports of call dropping out of the queue, but they are still losing place in the queue. Last complaint is that the caller called into the Service Queue
Called in at 1:00 PM; was #6; got down to #3. Bounced him back to #7.

Here is the pastebin for the call trace Automatic Pastebin from Sangoma OS 7 - FreePBX Pastebin

If this can’t be resolved, they will probably switch to another phone system. So I’d really like to get to the bottom of this.

Caller appears to be initiating a breakout IVR using DTMF 1 while waiting in queue. The first occasion is at line 278

[2021-11-30 13:12:29] VERBOSE[28072][C-00006acf] res_musiconhold.c: Stopped music on hold on SIP/Voip_Innovations_In-00036a24
[2021-11-30 13:12:29] VERBOSE[28072][C-00006acf] pbx.c: Executing [[email protected]:1] Macro("SIP/Voip_Innovations_In-00036a24", "blkvm-clr,") in new stack

They nav the IVR and end up back in the same queue again, but this time at the back of the line. Looks like the did that several times.

Thanks! Looks like we’re making progress. So it would appear that the caller is pressing 1 and that puts him back in the queue at the end of the line?
So the Queue failover destination is the IVR that play the IVR Day greeting. Pressing 1 would put them in the Customer service Queue. The callers have never mentioned the greeting playing, just that their position in queue would be jumped back. What determines a Failover?
And would a good solution be to just change the failover destination to the general voicemail?

https://wiki.freepbx.org/display/FPG/Queues+Module+User+Guide#QueuesModuleUserGuide-FailOverDestination

I changed the failover to general voicemail. Still got another complaint, tho this time I’m pretty sure things are working (mostly) as expected. Caller called in 3 times,starting 7:03 and was on hold through 8:23 (queue timeout is 1hr 30min) says he gets the hold music for awhile, then it goes quiet and after 10 minute it hangs up on him. Here’s the pastebin https://pastebin.freepbx.org/view/a34504c1

The next one the caller called in at 1:30 and waited about 20min and were down to calle rnumber 1 then got disconnected.
I looked at the CDR report and it shows it went to voicemail tho.
Here’s another pastebin Automatic Pastebin from Sangoma OS 7 - FreePBX Pastebin Fortunately it’s not nearly as long as the previous one.

I was looking over the logs, starting at line 25990 I see it stops playing the hold music. Why is that?

  1. [2021-12-06 07:26:51] VERBOSE[26638][C-00007519] app_queue.c: Local/[email protected];1 answered SIP/Voip_Innovations_In-0003c8d0

  2. [2021-12-06 07:26:51] VERBOSE[8071][C-00007519] app_stack.c: SIP/102-0003c9c3 Internal Gosub(crm-hangup,s,1) start

  3. [2021-12-06 07:26:51] VERBOSE[26638][C-00007519] res_musiconhold.c: Stopped music on hold on SIP/Voip_Innovations_In-0003c8d0

  4. [2021-12-06 07:26:51] VERBOSE[8071][C-00007519] pbx.c: Executing [[email protected]:1] NoOp(“SIP/102-0003c9c3”, “Sending Hangup to CRM”) in new stack

  5. [2021-12-06 07:26:51] VERBOSE[8071][C-00007519] pbx.c: Executing [[email protected]:2] NoOp(“SIP/102-0003c9c3”, “HANGUP CAUSE: 26”) in new stack

  6. [2021-12-06 07:26:51] VERBOSE[8071][C-00007519] pbx.c: Executing [[email protected]:3] ExecIf(“SIP/102-0003c9c3”, “0?Set(__CRM_VOICEMAIL=)”) in new stack

  7. [2021-12-06 07:26:51] VERBOSE[8071][C-00007519] pbx.c: Executing [[email protected]:4] NoOp(“SIP/102-0003c9c3”, “MASTER CHANNEL: 1638797207.2106826 = 1638795800.2104770”) in new stack

  8. [2021-12-06 07:26:51] VERBOSE[8071][C-00007519] pbx.c: Executing [[email protected]:5] GotoIf(“SIP/102-0003c9c3”, “1?return”) in new stack

  9. [2021-12-06 07:26:51] VERBOSE[8071][C-00007519] pbx_builtins.c: Goto (crm-hangup,s,8)

  10. [2021-12-06 07:26:51] VERBOSE[8071][C-00007519] pbx.c: Executing [[email protected]:8] Return(“SIP/102-0003c9c3”, “”) in new stack

  11. [2021-12-06 07:26:51] VERBOSE[8071][C-00007519] app_stack.c: Spawn extension (from-internal, 102, 1) exited non

https://wiki.asterisk.org/wiki/display/AST/Hangup+Cause+Mappings

Line 25988
2021-12-06 07:26:51] VERBOSE[26638][C-00007519] app_queue.c: Local/[email protected];1 answered SIP/Voip_Innovations_In-0003c8d0

Call was answered elsewhere.

Another example of calls in the queue not being answered in order, at 11:46 a caller had been in the queue for 17min, then at 11:50 the next caller had waited 34 minutes. So why wasn’t he answered first?

Are any agents in more than one queue? (I believe the logic for handling this can get confused, at least if there are multiple priorities.)

At the time the queue was jumped, where there enough free agents to handle both calls? (Calls pick agents, rather than agents picking calls. They only try once a second and only when not playing comfort messages.)

Yes. There are 3 queues and some agents are in all 3. There are no queue priorities set.

I don’t have a way of knowing that, but based on the call volume, I would guess all agents were on a call.

In the asterisk CLI

queue show . . . .

(. . . . is ‘tab completion’)

Here it is.
image

So with ‘tab completion’ you can queue show 80 <tab> and get the choices (or just do your own completion wit 801, or 802) that will identify the queue you are interested in and further inform you.

800 has 5 calls (max 15) in ‘ringall’ strategy (207s holdtime, 351s talktime), W:0, C:4435, A:3052, SL:5.1%, SL2:20.1% within 60s
Members:
Sherman Yoder (Local/[email protected]/n from hint:[email protected]) (ringinuse enabled) (dynamic) (Ringing) has taken 10 calls (last was 3 secs ago)
Ethan/Joanna (Local/[email protected]/n from hint:[email protected]) (ringinuse enabled) (dynamic) (in call) (Ring+Inuse) has taken 11 calls (last was 920 secs ago)
Sherry Hurst (Local/[email protected]/n from hint:[email protected]) (ringinuse enabled) (dynamic) (in call) (Ring+Inuse) has taken 12 calls (last was 747 secs ago)
Rose Eicher (Local/[email protected]/n from hint:[email protected]) (ringinuse enabled) (dynamic) (Ringing) has taken 6 calls (last was 1094 secs ago)
William (Local/[email protected]/n from hint:[email protected]) (ringinuse enabled) (dynamic) (Ringing) has taken 8 calls (last was 1713 secs ago)

--     -- LazyMembers debugging - Numbusies: 0, Nummems: 2

phonesystemCLI> queue show 801
801 has 0 calls (max 15) in ‘ringall’ strategy (656s holdtime, 570s talktime), W:0, C:702, A:286, SL:7.4%, SL2:14.1% within 60s
Members:
Sherman Yoder (Local/[email protected]/n from hint:[email protected]) (ringinuse enabled) (dynamic) (In use) has taken 10 calls (last was 28 secs ago)
Rose Eicher (Local/[email protected]/n from hint:[email protected]) (ringinuse enabled) (dynamic) (Not in use) has taken 6 calls (last was 1119 secs ago)
No Callers
phonesystem
CLI> queue show 802
802 has 0 calls (max 15) in ‘ringall’ strategy (947s holdtime, 401s talktime), W:0, C:714, A:346, SL:4.9%, SL2:10.5% within 60s
Members:
Sherman Yoder (Local/[email protected]/n from hint:[email protected]) (ringinuse enabled) (dynamic) (in call) (Ring+Inuse) has taken 10 calls (last was 61 secs ago)
Rose Eicher (Local/[email protected]/n from hint:[email protected]) (ringinuse enabled) (dynamic) (Ring+Inuse) has taken 6 calls (last was 1152 secs ago)
William (Local/[email protected]/n from hint:[email protected]) (ringinuse enabled) (dynamic) (Ringing) has taken 8 calls (last was 1771 secs ago)
No Callers

--     -- LazyMembers debugging - Numbusies: 0, Nummems: 1

I’ve been looking at the asterisk logs. Is this any thing to be concerned about.
[2021-12-14 09:28:43] ERROR[26143][C-00008aa7]: res_pjsip_header_funcs.c:622 func_read_header: This function requires a PJSIP channel.
[2021-12-14 09:28:43] ERROR[26143][C-00008aa7]: res_pjsip_header_funcs.c:622 func_read_header: This function requires a PJSIP channel.
[2021-12-14 09:28:44] WARNING[26151][C-00008aa7]: taskprocessor.c:1160 taskprocessor_push: The ‘stasis/m:manager:core-00000007’ task processor queue reached 3000 scheduled tasks again.