Paused Agent still receives calls

[pillaig]

Hi,

I have installed Queuemetrics 1.5.5 with Trixbox CE v2.6.2.3 using the instructions given in the QM_Trixbox_32.pdf. The issue I am experiencing is that when Agent/200, after adding Queue member and goes in paused mode, still can receive calls form the queues. I have put snippets of the logs below. I hope this will help identify if or what I have done incorrectly.

Thanks

>>Log Info<<

Agent Screen Display
On Agent screen after logging on
Agent/200: Agent is currently logged off

On Agent screen after Add Member is pressed
Agent/200: Agent is currently logged on queues: 300, 301

On Agent screen after Paused is pressed
Agent/200: Agent is currently paused (10: Lunch)

Snippet from Asterisk full  log
[Dec 27 12:05:33] VERBOSE[4527] logger.c:     -- Executing [22@queuemetrics:1] Answer("Local/22@queuemetrics-ca48,2", "") in new stack
[Dec 27 12:05:33] DEBUG[4527] devicestate.c: Notification of state change to be queued on device/channel Local/22@queuemetrics-ca48,2
[Dec 27 12:05:33] DEBUG[2930] devicestate.c: No provider found, checking channel drivers for Local - 22@queuemetrics-ca48,2
[Dec 27 12:05:33] DEBUG[4527] devicestate.c: Notification of state change to be queued on device/channel Local/22@queuemetrics
[Dec 27 12:05:33] DEBUG[2930] chan_local.c: Checking if extension 22@queuemetrics-ca48,2 exists (devicestate)
[Dec 27 12:05:33] DEBUG[2930] devicestate.c: Changing state for Local/22@queuemetrics-ca48,2 - state 4 (Invalid)
[Dec 27 12:05:33] DEBUG[2930] devicestate.c: No provider found, checking channel drivers for Local - 22@queuemetrics
[Dec 27 12:05:33] DEBUG[2941] app_queue.c: Device 'Local/22@queuemetrics-ca48,2' changed to state '4' (Invalid) but we don't care because they're not a member of any queue.
[Dec 27 12:05:33] DEBUG[2930] chan_local.c: Checking if extension 22@queuemetrics exists (devicestate)
[Dec 27 12:05:33] DEBUG[4527] pbx.c: Launching 'NoOp'
[Dec 27 12:05:33] DEBUG[2930] devicestate.c: Changing state for Local/22@queuemetrics - state 2 (In use)
[Dec 27 12:05:33] DEBUG[2941] app_queue.c: Device 'Local/22@queuemetrics' changed to state '2' (In use) but we don't care because they're not a member of any queue.
[Dec 27 12:05:33] VERBOSE[4527] logger.c:     -- Executing [22@queuemetrics:2] NoOp("Local/22@queuemetrics-ca48,2", " "QM: Pausing Agent/200 with pause reason 10 made by Agent/200 " ") in new stack
[Dec 27 12:05:33] DEBUG[4527] pbx.c: Launching 'PauseQueueMember'
[Dec 27 12:05:33] VERBOSE[4527] logger.c:     -- Executing [22@queuemetrics:3] PauseQueueMember("Local/22@queuemetrics-ca48,2", "|Agent/200") in new stack
[Dec 27 12:05:33] WARNING[4527] app_queue.c: Attempt to pause interface Agent/200, not found
[Dec 27 12:05:33] DEBUG[4527] pbx.c: Launching 'System'
[Dec 27 12:05:33] VERBOSE[4527] logger.c:     -- Executing [22@queuemetrics:4] System("Local/22@queuemetrics-ca48,2", " echo "1261875933|1261875933.70|NONE|Agent/200|PAUSEREASON|10" >> /var/log/asterisk/queue_log ") in new stack
[Dec 27 12:05:33] DEBUG[4526] devicestate.c: Notification of state change to be queued on device/channel Local/22@queuemetrics-ca48,1
[Dec 27 12:05:33] DEBUG[2930] devicestate.c: No provider found, checking channel drivers for Local - 22@queuemetrics-ca48,1
[Dec 27 12:05:33] DEBUG[2930] chan_local.c: Checking if extension 22@queuemetrics-ca48,1 exists (devicestate)
[Dec 27 12:05:33] DEBUG[2930] devicestate.c: Changing state for Local/22@queuemetrics-ca48,1 - state 4 (Invalid)
[Dec 27 12:05:33] DEBUG[2941] app_queue.c: Device 'Local/22@queuemetrics-ca48,1' changed to state '4' (Invalid) but we don't care because they're not a member of any queue.
[Dec 27 12:05:33] DEBUG[4526] devicestate.c: Notification of state change to be queued on device/channel Local/22@queuemetrics
[Dec 27 12:05:33] DEBUG[2930] devicestate.c: No provider found, checking channel drivers for Local - 22@queuemetrics
[Dec 27 12:05:33] DEBUG[2930] chan_local.c: Checking if extension 22@queuemetrics exists (devicestate)
[Dec 27 12:05:33] DEBUG[2930] devicestate.c: Changing state for Local/22@queuemetrics - state 2 (In use)
[Dec 27 12:05:33] DEBUG[2941] app_queue.c: Device 'Local/22@queuemetrics' changed to state '2' (In use) but we don't care because they're not a member of any queue.
[Dec 27 12:05:33] VERBOSE[4526] logger.c:        > Channel Local/22@queuemetrics-ca48,1 was answered.


On Agent screen after Unpause is pressed
Agent/200: Agent is currently logged on queues: 300, 301

Snippet from Asterisk full log
[Dec 27 12:06:07] DEBUG[4547] pbx.c: Launching 'Answer'
[Dec 27 12:06:07] VERBOSE[4547] logger.c:     -- Executing [23@queuemetrics:1] Answer("Local/23@queuemetrics-8dad,2", "") in new stack
[Dec 27 12:06:07] DEBUG[4547] devicestate.c: Notification of state change to be queued on device/channel Local/23@queuemetrics-8dad,2
[Dec 27 12:06:07] DEBUG[4547] devicestate.c: Notification of state change to be queued on device/channel Local/23@queuemetrics
[Dec 27 12:06:07] DEBUG[4547] pbx.c: Launching 'NoOp'
[Dec 27 12:06:07] VERBOSE[4547] logger.c:     -- Executing [23@queuemetrics:2] NoOp("Local/23@queuemetrics-8dad,2", " "QM: Unpausing Agent/200 made by Agent/200 " ") in new stack
[Dec 27 12:06:07] DEBUG[4547] pbx.c: Launching 'UnpauseQueueMember'
[Dec 27 12:06:07] VERBOSE[4547] logger.c:     -- Executing [23@queuemetrics:3] UnpauseQueueMember("Local/23@queuemetrics-8dad,2", "|Agent/200") in new stack
[Dec 27 12:06:07] WARNING[4547] app_queue.c: Attempt to unpause interface Agent/200, not found
[Dec 27 12:06:07] DEBUG[4547] pbx.c: Launching 'Hangup'
[Dec 27 12:06:07] VERBOSE[4547] logger.c:     -- Executing [23@queuemetrics:4] Hangup("Local/23@queuemetrics-8dad,2", "") in new stack
[Dec 27 12:06:07] DEBUG[4547] pbx.c: Spawn extension (queuemetrics,23,4) exited non-zero on 'Local/23@queuemetrics-8dad,2'
[Dec 27 12:06:07] VERBOSE[4547] logger.c:   == Spawn extension (queuemetrics, 23, 4) exited non-zero on 'Local/23@queuemetrics-8dad,2'
[Dec 27 12:06:07] DEBUG[2930] devicestate.c: No provider found, checking channel drivers for Local - 23@queuemetrics-8dad,2
[Dec 27 12:06:07] DEBUG[2930] chan_local.c: Checking if extension 23@queuemetrics-8dad,2 exists (devicestate)
[Dec 27 12:06:07] DEBUG[4547] channel.c: Soft-Hanging up channel 'Local/23@queuemetrics-8dad,2'
[Dec 27 12:06:07] DEBUG[4546] devicestate.c: Notification of state change to be queued on device/channel Local/23@queuemetrics-8dad,1
[Dec 27 12:06:07] DEBUG[4546] devicestate.c: Notification of state change to be queued on device/channel Local/23@queuemetrics
[Dec 27 12:06:07] DEBUG[4547] channel.c: Hanging up channel 'Local/23@queuemetrics-8dad,2'
[Dec 27 12:06:07] VERBOSE[4546] logger.c:        > Channel Local/23@queuemetrics-8dad,1 was answered.


On Agent screen after Remove Member is pressed
Agent/200: Agent is currently logged off


Logs from queue_log
1261875464|NONE|NONE|NONE|CONFIGRELOAD|
1261875610|NONE|NONE|NONE|CONFIGRELOAD|
1261875734|NONE|NONE|NONE|CONFIGRELOAD|
1261875735|NONE|NONE|NONE|CONFIGRELOAD|
1261875735|NONE|NONE|NONE|CONFIGRELOAD|
1261875736|NONE|NONE|NONE|CONFIGRELOAD|
1261875889|1261875889.62|301|Local/200@from-internal|ADDMEMBER|
1261875892|1261875892.64|300|Local/200@from-internal|ADDMEMBER|
1261875917|1261875917.65|300|NONE|ENTERQUEUE||100
1261875923|1261875917.65|300|Local/200@from-internal|CONNECT|6|1261875917.66
1261875929|1261875917.65|300|Local/200@from-internal|COMPLETEAGENT|6|6|1
1261875933|NONE|NONE|Agent/200|PAUSEALL|
1261875933|1261875933.70|NONE|Agent/200|PAUSEREASON|10
1261875953|1261875953.71|300|NONE|ENTERQUEUE||100
1261875958|1261875953.71|300|Local/200@from-internal|CONNECT|5|1261875953.72
1261875961|1261875953.71|300|Local/200@from-internal|COMPLETECALLER|5|3|1
1261875967|NONE|NONE|Agent/200|UNPAUSEALL|
1261875986|1261875986.78|301|Local/200@from-internal|REMOVEMEMBER|
1261875989|1261875989.80|300|Local/200@from-internal|REMOVEMEMBER|
1261876004|1261876004.81|300|NONE|ENTERQUEUE||100
1261876027|1261876004.81|300|NONE|ABANDON|1|1|23
1261876102|NONE|NONE|NONE|CONFIGRELOAD|
1261876103|NONE|NONE|NONE|CONFIGRELOAD|
1261876103|NONE|NONE|NONE|CONFIGRELOAD|
1261876104|NONE|NONE|NONE|CONFIGRELOAD|

[QueueMetrics]

This is because your agent channel is actually Local/200@from-internal and not agent/200. So change the default QM pause dialplan code to reflect that.

[pillaig]

Great. It worked. Thanks.

I am evaluating Queuemetrics for a project. I have a couple of questions.

1) When an agent is logged on and the for some reason the Trixbox/Queuemetrics server re-boots. When the Trixbox/Queuemetrics server is back online, the agent still receives calls, but the Agent screen shows that the agent is not logged on.

After the call, the agent screen shows than the agent is logged on the queue that call came from, even though the agent is logged on other queues.

I had to Remove and Add Member to get the Agent back in sync. Is this the process to recover from a re-boot?

2) The call center I am implementing will have shift agents with hot seating but dynamic agents require that agent id matches the extension number. Am I right in saying that I cannot use dynamic agents with hot seating?

Thanks in advance.

Regards,

Peter Illaig

[QueueMetrics]

About #1, it depends on how the QM is set up. There are a few options that control the status of an agent on a restart (some asterisk versions try and keep the agent logged in, some don't).

Abiut #2, ther eis no simple way to do hot-desking on a Trixbox system. We have a special dialplan that does hot-desking for Asterisk 1.6, but if you need hotdesking,. the easiest way is still using AgentCallBackLogin - see e.g. http://queuemetrics.com/download_nomirror/QM_TrixBox_221.pdf

[pillaig]

Hi,

Thanks for the reply. I hope to have the evaluation done by mid January.
Thanks again.

Regards,
Peter

[QueueMetrics]