I am experiencing a problem with a queue not respecting the agents status:
9 has 0 calls (max unlimited) in ‘rrmemory’ strategy (11s holdtime, 30s talktime), W:0, C:351, A:62, SL:82.9% within 60s
Members:
Switchboard3 (Local/2002@from-queue/n from hint:2002@ext-local) (ringinuse enabled) (Unavailable) has taken no calls yet
Switchboard1 (Local/2000@from-queue/n from hint:2000@ext-local) (ringinuse enabled) (Not in use) has taken 3 calls (last was 83 secs ago)
Switchboard2 (Local/2001@from-queue/n from hint:2001@ext-local) (ringinuse enabled) (Unavailable) has taken no calls yet
No Callers
As we can see 2002 and 2001 are Unavailable agents but the queue_log still indicates that they are being sent call:
I have had no feedback on this request as yet and client is questioning the reports as to way there are so many ring no answers, all the agent are busy on calls when it happens.
The queue_log is written by Asterisk. There may be someone here that can answer, but this question probably should be asked on the Asterisk forum. I expect that Asterisk version number would be useful to the process.
I have asked this question on the Asterisk forums and they come back to me with Local channels don’t have channel state and thus the queue application can’t detect the state of the agent.
I will like to find out how freePBX gets around this, it must be possible for FreePBX to identify the channel state of an agent. Why else will you make use of Local Channels then?
And yet, when you type ‘queue show’ into the Asterisk console, you can see which local channel agents are in use, which are ringing, which are busy and which are idle.
Then why will queue application send the call to a local channel that is in an unavailable state?
I understand that ringinuse=yes will allow calls to ring through to an agent even if they are busy in a call, I just can’t understand why FreePBX will still try and connect the call to unavailable state agent.