We’ve been using Sangoma Phone for some time now, but recently we’ve been having a few users who’s queues do not show up under the ‘My Queues’ tab in the softphone:
We’ve removed and re-added to the queues, added completely new queues, and restarted all processes with no change.
After some digging I did find it seems to be this MySQL table that stores what’s actually sent to Sangoma Phone, every user with an issue in question is missing their proper queues on this table: sangomartapi_call_queue_members. Any ideas on what trigger is not happening to update these users?
Hi @dstnzrkl
Can you update both modules to the latest version Then, navigate to Advanced Settings → Sangoma RTAPI, set the log level to DEBUG, and enable “Enable RTAPI Logs” and “Enable Queue App Logs.”
For every queue update in FreePBX, you can check if the event is received in Sangoma RTAPI by reviewing the log file:
Adding or removing an extension from a queue does cause this userevent to show up in the logs: update-queue-contacts but I see no new rows on the database table or end-user’s Sangoma Phone My Queues tab.
Here’s the full log line, nothing else before or after:
[info] 2025-2-13 10:47:23 [kickstart.js:_0x10b61f:1] [queue_app Q:898] Saving the 'update-queue-contacts' event for queue 'Helpdesk'. data: {"event":"UserEvent","privilege":"user,all","userevent":"update-queue-contacts","reloadqueue":"0","queueid":"898","queuename":"Helpdesk"}
What type of agents are missing on Sangoma Phone (static/dynamic)?
Get the list of queue members using following commands:
For static members run the below query on mysql
SELECT data FROM queues_details WHERE id = 898 AND keyword = 'member' ORDER BY flags;
For dynamic members run the below command
asterisk -rx 'database show QPENALTY/898/agents'
Provide the dynamic and static queue members on sangomartapi queue details table using following query.
SELECT person_account_id, member_type, interface FROM sangomartapi_call_queue_members where `call_queue_account_id` = 898;
Can you share the logs after saving the queue and clicking Apply Config? Do you see the following logs in /var/log/asterisk/sangomartapi/rtapi_feature_logs.log?
In this example, I’ll have to take the user out of the queue and show it’s not updating as the extension is currently in it. But it’s still not updating to remove the queue from the user for Sangoma.
Dynamic, this is actually the only queue that does have some Static but every other queue is dynamic only.
Queue member queries:
Result from static query:
data
Local/329@from-queue/n,0
Local/427@from-queue/n,0
Result from Dynamic query:
asterisk -rx 'database show QPENALTY/898/agents'
0 results found.
3.Sangomartapi Queue:
person_account_id
member_type
interface
826
1
Local/926@from-queue/n
These are the only two lines after saving and Apply Config pressed
21 [info] 2025-2-17 10:21:10 [kickstart.js:_0x10b61f:1] [queue_app Q:898] Saving the 'update-queue-contacts' event for queue 'Helpdesk'. data: {"event":"UserEvent","privilege":"user,all","userevent":"update-queue-contacts","reloadqueue":"0","queueid":"898","queuename":"Helpdesk"}
22 [debug] 2025-2-17 10:21:10 [kickstart.js:_0x230c88.<anonymous>:1] [queue_app ----- Received queue related event -----] {"event":"UserEvent","privilege":"user,all","userevent":"update-queue-contacts","reloadqueue":"0","queueid":"898","queuename":"Helpdesk"}
We are observing data mismatches in the queue tables based on the results.
Please create a support ticket and provide the system details so we can investigate and determine the cause of this issue.
