Queues, Dynamic Agent Status, and Wrap up time -- arrgh

I’ve been fighting with a problem with our queues for a few days now… Here’s the basic setup.

We’re running in users/devices mode. Devices are in adhoc mode, all users log into the devices in the morning with *11 (and logout with *12)

We have several queues setup using dynamic queue members. (Same problem applies with static) The queues are set to allow a wrapup time of 45 seconds and are set ringall. The queues have a max wait time of 3 mins, join when empty and leave when empty set. The fallover destination is a Misc Destination that dials an outside answering service. (We like our calls answered by warm bodies)

Lets take 2 users/extensions: 1010 and 1011.

With noone logged in yet, a call comes into the queue and is immediately sent to the fallover destination. (Intended Action)

User 1010 logs in.

Another call comes into the queue which rings 1010. Agent answers and completes the call. (Intended Action)

User 1011 logs in.

A call comes into the queue which 1010 answers. 1010 is still on the first call when another enters the queue. Both 1010 and 1011 ring.

This is the first problem. My understanding of the queue system is such that since 1010 is already on a call from the queue 1010 should not get another call until the current call is complete and wrapup time is passed.

Moving to static agents doesn’t help the above problem, and even if all the users are logged off the queue thinks there are still agents there leaving the caller in the queue waiting 3 minutes until he falls over.

As an example here’s the output of ‘show queues’ for an example queue. When this was taken, 1011 was on a call from the queue:

1060 has 0 calls (max unlimited) in ‘ringall’ strategy (3s holdtime), W:0, C:17, A:3, SL:0.0% within 0s
Local/[email protected]/n (dynamic) (Unknown) has taken 2 calls (last was 5065 secs ago)
Local/[email protected]/n (dynamic) (Unknown) has taken 11 calls (last was 613 secs ago)
No Callers

The problem seems to be that the members are (Unknown) in the queue output. Any ideas?