Real Time Calls Not Showing Up

[mudslide567]

Asterisk 1.4.x running on same machine as QM using MySQL database as the data source.

All events are properly showing up in queue_log file and in the MySQL DB table queue_log on a very timely basis.


On Real Time, having following issue(s):

Agents show up fine when they log in and log out so we can correctly see logged in agents.  However, when a call comes in, it shows up under "Calls Being Processed" while it is in the queue waiting for pickup [i.e. it sees the ENTERQUEUE correctly] but as soon as the call is picked up by an agent, the call disappears from the Real Time page.  The queue_log file and the queue_log table both show a correct "CONNECT" entry but no sign of the call on the page.  It is consistent in the sense that the Agent also shows up "green" [available] on the page.  Asterisk itself is handling everything just fine.

Data in all reports is just fine.  If you pull the report detail of the answered calls while the call is ongoing, it will correctly show up as an ongoing call.

Any ideas as to what is going on?

[QueueMetrics]

can you post an example of the created log?

[mudslide567]

here is a snippet from the log...[correctly loaded into the database which is actually the QM source]:

1263467188|1263467188.17235|600|Local/1701@from-internal/n|ADDMEMBER|

1263470729|1263470724.17243|600|NONE|ENTERQUEUE||6842529800
1263470765|1263470724.17243|600|Local/1701@from-internal/n|CONNECT|36|1263470760.17253
1263470787|1263470724.17243|600|Local/1701@from-internal/n|COMPLETEAGENT|36|22|1

[QueueMetrics]

1. When the agent logs on and off, do you see him log on IMMEDIATELY?
2. Are you running QM on the same server as Asterisk?

[mudslide567]

yes...agents show up on the realtime report's first refresh every time.  all of the logged events (both the agent login/logouts and the call related events) show up in the queue_log table in the database more or less instantaneously. 

yes...this is a single server setup.  just for "fun" i did try running QM directly from the log file instead of the data base but with exactly the same result.

i have also tested/checked opening up all permissions wide open in case this was being caused by some sort of permissions issue somewhere.

other symptoms i forgot to mention: if an agent logs into QM, no call records ever show up on that agent's page, so the agent is unable to see their own call history for the day.  the admin account sees all call details just fine.

i am managing several other QM installations so I have been able to compare the configuration.properties file against good working systems but nothing seems to be out of the ordinary.

[QueueMetrics]

I think that you should contact our support by email and arrange for a remote session.