At random, we are seeing agents get a second call while they are on the phone with a customer. The agents are on a call, look down and see that there is another call coming in. They ignore it and it rolls over to another agent after 12 seconds of not being answered.
Is there a way I can ensure that only 1 call gets sent to an agent at the time; change things so there is no possibility of a second call being sent to their extension from the queue?
Asterisk 11.7.0
Loway QueueMetrics - 14.03.3 - B: 4836 2014-04-03 13:24
O.S.: Linux - Ver: 2.6.32-220.13.1.el6.x86_64 - amd64
Endpoint: Yealink T46G
Full log shows:
Agent 1: Call IDs C-00074c7f and C-00074c82
[2014-11-01 16:04:02] VERBOSE[18895][C-00074c1c] file.c: -- Playing 'custom/XPB_Zip_2579.sl
in' (language 'en')
[2014-11-01 16:10:13] VERBOSE[8208][C-00074c7f] app_queue.c: -- Called SIP/1019
[2014-11-01 16:10:13] VERBOSE[8518][C-00074c82] app_queue.c: -- Called SIP/1019
[2014-11-01 16:10:13] VERBOSE[8208][C-00074c7f] app_queue.c: -- SIP/1019-000ccfe5 is ringing
[2014-11-01 16:10:13] VERBOSE[8518][C-00074c82] app_queue.c: -- SIP/1019-000ccfe6 is ringing
[2014-11-01 16:10:14] VERBOSE[8208][C-00074c7f] app_queue.c: -- SIP/1019-000ccfe5 answered SIP/XBET1-SIP-OUT-000ccfe1
Agent 2: Call IDs: C-00074ae8 and C-00074af5
[2014-11-01 15:57:13] VERBOSE[25617][C-00074ad3] file.c: -- Playing 'custom/XPB_Zip_2579.sl
in' (language 'en')
[2014-11-01 15:57:45] VERBOSE[27461][C-00074ae8] app_queue.c: -- Called SIP/1013
[2014-11-01 15:57:45] VERBOSE[28001][C-00074af5] app_queue.c: -- Called SIP/1013
[2014-11-01 15:57:45] VERBOSE[27461][C-00074ae8] app_queue.c: -- SIP/1013-000ccceb is ringing
[2014-11-01 15:57:45] VERBOSE[28001][C-00074af5] app_queue.c: -- SIP/1013-000cccec is ringing
[2014-11-01 15:57:46] VERBOSE[27461][C-00074ae8] app_queue.c: -- SIP/1013-000ccceb answered SIP/XBET2-SIP-OUT-0
00cccd3
