phantom agent showing up in admin

QueueMetrics > QueueMetrics installation

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GKBruceTelecom:
Hi

We are using ABE 3.2.2 (based on 1.4)
We are using QM 1.5.5
We are attempting to do hotdesking (any agent, any extension, any queue, depending on the day)

This is a new install, and I don't know too much about asterisk/QM

We have had to abandon AgentCallBackLogin as Digium won't help us if we use it anywhere.

Thus, we are trying to use the phones to sign agents in and out of Queues, and use the web portal for the agents to see what queues they are signed into, and their call history, pause/unpause and call summary.

The problem, is this.

I have Agent/767 (Darren) who sits at extension 764 and signs into the Internet Support Queue. I go to the QM admin page, and I see under "Agents Currently Logged In" I see:

Liz C 01/11 - 09:33:17 InternetSupport -
Darren 01/11 - 09:33:17 InternetSupport -

Now, Liz C happens to be Agent 764 and I have not signed her in...so Queuemetrics is confusing the current extension 764 of Darren (Agent/767) as Agent Liz C actually signed in, when she is not.

Here is what Asterisks shows

However, when I goto asterisk, and do a queue show, it looks fine and it appears to function OK - UPDATE JAN 12 - I think we have demonstrated that phantom agent takes queue calls. END OF UPDATE

queuemetrics*CLI> queue show
InternetSupp has 0 calls (max unlimited) in 'leastrecent' strategy (0s holdtime), W:0, C:0, A:0, SL:0.0% within 0s
Members: *CLI>
767 (local/764@DLPN_BruceTelecom1/n) (dynamic) (Not in use) has taken no calls yet
No CallersCLI>

when I go to agent show, I see nothing, and I don't know if this is a problem or not.
queuemetrics*CLI> agent show
764 (Liz C) not logged in (musiconhold is 'default')
767 (Darren) not logged in (musiconhold is 'default')
2 agents configured [0 online , 2 offline]

If I look at /var/log/asterisk/queue_log I see this.

1263220397|1263220395.5|InternetSupport|local/764@DLPN_BruceTelecom1/n|ADDMEMBER|
1263220397|1263220395.5|InternetSupport|Agent/767|ADDMEMBER|-

Here is my cli trace of the agent signing in. --oops, this is signing out..I will post a signin trace soon

-- Executing [717@DLPN_BruceTelecom1:1] Answer("SIP/764-0a34bc38", "") in new stack
-- Executing [717@DLPN_BruceTelecom1:2] Read("SIP/764-0a34bc38", "agentnumber|extension") in new stack
-- <SIP/764-0a34bc38> Playing 'extension' (language 'en')
-- User entered '767'
-- Executing [717@DLPN_BruceTelecom1:3] RemoveQueueMember("SIP/764-0a34bc38", "InternetSupport|local/764@DLPN_BruceTelecom1/n|||767") in new stack
[Jan 11 09:32:55] NOTICE[31480]: app_queue.c:3955 rqm_exec: Removed interface 'local/764@DLPN_BruceTelecom1/n' from queue 'InternetSupport'
-- Executing [717@DLPN_BruceTelecom1:4] System("SIP/764-0a34bc38", " /bin/echo "1263220375|1263220373.3|InternetSupport|Agent/767|REMOVEMEMBER|-" >> /var/log/asterisk/queue_log") in new stack
-- Executing [717@DLPN_BruceTelecom1:5] Hangup("SIP/764-0a34bc38", "") in new stack
== Spawn extension (DLPN_BruceTelecom1, 717, 5) exited non-zero on 'SIP/764-0a34bc38'

Any ideas?

GKBruceTelecom:
Here is my agent signing in

queuemetrics*CLI>
-- Executing [716@DLPN_BruceTelecom1:1] Answer("SIP/764-092c3f98", "") in new stack
-- Executing [716@DLPN_BruceTelecom1:2] Read("SIP/764-092c3f98", "agentnumber|agent-user") in new stack
-- <SIP/764-092c3f98> Playing 'agent-user' (language 'en')
-- User entered '767'
-- Executing [716@DLPN_BruceTelecom1:3] AddQueueMember("SIP/764-092c3f98", "InternetSupport|local/764@DLPN_BruceTelecom1/n|||767") in new stack
[Jan 12 08:23:17] NOTICE[8460]: app_queue.c:4032 aqm_exec: Added interface 'local/764@DLPN_BruceTelecom1/n' to queue 'InternetSupport'
-- Executing [716@DLPN_BruceTelecom1:4] System("SIP/764-092c3f98", " /bin/echo "1263302597|1263302593.2|InternetSupport|Agent/767|ADDMEMBER|-" >> /var/log/asterisk/queue_log") in new stack
-- Executing [716@DLPN_BruceTelecom1:5] Hangup("SIP/764-092c3f98", "") in new stack
== Spawn extension (DLPN_BruceTelecom1, 716, 5) exited non-zero on 'SIP/764-092c3f98'

here is the lines out of queue_log

1263302597|1263302593.2|InternetSupport|local/764@DLPN_BruceTelecom1/n|ADDMEMBER|
1263302597|1263302593.2|InternetSupport|Agent/767|ADDMEMBER|-

here is the only line in the messages log
[Jan 12 08:23:17] NOTICE[8460] app_queue.c: Added interface 'local/764@DLPN_BruceTelecom1/n' to queue 'InternetSupport'

Here is the relevant part (I think) out of extensions.conf
exten = 716,1,Answer
exten = 716,2,read(agentnumber|agent-user)
exten = 716,3,Addqueuemember(InternetSupport|local/${CALLERID(num)}@DLPN_BruceTelecom1/n|||${agentnumber})
exten = 716,4,System( /bin/echo "${EPOCH}|${UNIQUEID}|InternetSupport|Agent/${agentnumber}|ADDMEMBER|-" >> /var/log/asterisk/queue_log)
exten = 716,5,Hangup

so why is the queuemetrics admin showing the extension this agent has logged into, as another agent itself?

Is there anyone that can help?

QueueMetrics:
This is not correct - because for QM they are two different entites, one called agent/764 (that is, local/764@dlpn...) and the other agent/767.

If you need to do hotdesking, look at the solution here: http://www.loway.ch/c/acbl16-v091216.zip and
it should be trivial to install (look for the README file).

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