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Running QueueMetrics / Multiple Agents Join Queues on Single Extension
« on: August 14, 2014, 02:49:55 »
Hello,
We are running QueueMetrics 14.03, and Asterisk 11.7.0 with Hot Desking enabled, and used by QueueMetrics.
We are running into an issue with agent queue joining overwriting other agent's joined queues with their login information if they use identical extensions.
While we would love to have everyone check the extension number they are putting in (and log in CORRECTLY), there is always the possibility of fat-fingering the extension number, and logging in to someone else's phone.
Chain of events:
1) Agent 101 logs in and joins queues 8000 and 8004 on extension 1555
2) Agent 101 pauses with a code (we'll use Lunch for this example) and walks away
2) Agent 201 logs in, and attempts to join queue 8000 on extension 1555
3) Realtime monitoring shows that agent 101 is still in the queues that they are assigned, and does not show Agent 201 logged in.
4) Agent 101 comes back from their "Lunch" and attempts to Unpause with no effect.
5) Agent 101 attempts to leave the queues with no effect:
Inside the agent page:
Agent 101 still shows logged in to the queue, even though they are not:
Active calls for agent Test 3
agent/101: Agent is currently paused (12: Lunch)
Inside Realtime Monitoring:
Agent 101 | 08/13 - 17:21:46 | 8000, 8004 | sip/1555 | 17:21 Lunch | | | |
6) Agent 101 must now join the queues (all assigned) in order to leave the queues, and is stuck in the Realtime Monitoring page inside QueueMetrics
We are looking for a way to keep agents from accidentally using an already used extension. This would prevent someone from causing QueueMetrics from overwriting who is on an extension already, causing us to have to re-add the agent, and then remove them from the queues.
This happens on 14.06 as well.
We are running QueueMetrics 14.03, and Asterisk 11.7.0 with Hot Desking enabled, and used by QueueMetrics.
We are running into an issue with agent queue joining overwriting other agent's joined queues with their login information if they use identical extensions.
While we would love to have everyone check the extension number they are putting in (and log in CORRECTLY), there is always the possibility of fat-fingering the extension number, and logging in to someone else's phone.
Chain of events:
1) Agent 101 logs in and joins queues 8000 and 8004 on extension 1555
2) Agent 101 pauses with a code (we'll use Lunch for this example) and walks away
2) Agent 201 logs in, and attempts to join queue 8000 on extension 1555
3) Realtime monitoring shows that agent 101 is still in the queues that they are assigned, and does not show Agent 201 logged in.
4) Agent 101 comes back from their "Lunch" and attempts to Unpause with no effect.
5) Agent 101 attempts to leave the queues with no effect:
Inside the agent page:
Agent 101 still shows logged in to the queue, even though they are not:
Active calls for agent Test 3
agent/101: Agent is currently paused (12: Lunch)
Inside Realtime Monitoring:
Agent 101 | 08/13 - 17:21:46 | 8000, 8004 | sip/1555 | 17:21 Lunch | | | |
6) Agent 101 must now join the queues (all assigned) in order to leave the queues, and is stuck in the Realtime Monitoring page inside QueueMetrics
We are looking for a way to keep agents from accidentally using an already used extension. This would prevent someone from causing QueueMetrics from overwriting who is on an extension already, causing us to have to re-add the agent, and then remove them from the queues.
This happens on 14.06 as well.