QueueMetrics > Running QueueMetrics

Pause while being paused!

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tank30:
Hi guys,

Im running Asterisk 1.4 and QM 1.4.2 on debian etch. I have noticed the following weird bug:

When an agent is paused for a reason lets say code 10. Agen website will allow him to repause his status while being paused and change the pause code! This has the effect of totally removing the pause sesion of the agent! So at the end of the day , on agent report , agent pause session will not be shown so the supervisor would think that agent was logged in and available but no calls were routed to him by the ACD.
I am using qloaderd for uploading the lines from queue.log into mysql. I checked the logfile and this is an example of what im saying:

sample from queue.log:
1197550494|1197550494.2256|NONE|Agent/1001|PAUSEREASON|10
1197550494|1197550494.2255|NONE|Agent/1001|PAUSEREASON|10
1197554597|NONE|NONE|Agent/1001|PAUSEALL|
1197554597|NONE|Telepassport|Agent/1001|PAUSE|
1197554597|NONE|AnyOtherQueue|Agent/1001|PAUSE|
1197554597|NONE|TechSupportQueue|Agent/1001|PAUSE|
1197554597|NONE|TechnicalFaultQueue|Agent/1001|PAUSE|
1197554597|NONE|SalesQueue|Agent/1001|PAUSE|
1197554597|NONE|AccountingQueue|Agent/1001|PAUSE|
1197554597|NONE|NONE|Agent/1001|PAUSEALL|
1197554597|NONE|Telepassport|Agent/1001|PAUSE|
1197554597|NONE|AnyOtherQueue|Agent/1001|PAUSE|
1197554597|NONE|TechSupportQueue|Agent/1001|PAUSE|
1197554597|NONE|TechnicalFaultQueue|Agent/1001|PAUSE|
1197554597|NONE|SalesQueue|Agent/1001|PAUSE|
1197554597|NONE|AccountingQueue|Agent/1001|PAUSE|
1197554597|1197554597.2613|NONE|Agent/1001|PAUSEREASON|13
1197554597|1197554597.2612|NONE|Agent/1001|PAUSEREASON|13
1197555699|NONE|NONE|Agent/1001|UNPAUSEALL|
1197555699|NONE|Telepassport|Agent/1001|UNPAUSE|
1197555699|NONE|AnyOtherQueue|Agent/1001|UNPAUSE|
1197555699|NONE|TechSupportQueue|Agent/1001|UNPAUSE|
1197555699|NONE|TechnicalFaultQueue|Agent/1001|UNPAUSE|
1197555699|NONE|SalesQueue|Agent/1001|UNPAUSE|
1197555699|NONE|AccountingQueue|Agent/1001|UNPAUSE|
1197555699|NONE|NONE|Agent/1001|UNPAUSEALL|
1197555699|NONE|Telepassport|Agent/1001|UNPAUSE|
1197555699|NONE|AnyOtherQueue|Agent/1001|UNPAUSE|
1197555699|NONE|TechSupportQueue|Agent/1001|UNPAUSE|
1197555699|NONE|TechnicalFaultQueue|Agent/1001|UNPAUSE|
1197555699|NONE|SalesQueue|Agent/1001|UNPAUSE|
1197555699|NONE|AccountingQueue|Agent/1001|UNPAUSE|

The above has a consequence of not showing the session pause beetween 3 pm and 4pm (hours are in GMT+2)


Agent pause report:
Agent Ext. Duration On pause Activity Start hour End hour
Giorgos Georgiou  361 8:56:45         -  12/13 - 8:32:44  12/13 - 17:29:29 
        3:59    Out call  12/13 - 10:26:08  12/13 - 10:30:07 
        21:56    short  12/13 - 12:06:08  12/13 - 12:28:04 
        5:56    Backoffice jobs  12/13 - 12:30:51  12/13 - 12:36:47 
        8:09    Backoffice jobs  12/13 - 13:05:53  12/13 - 13:14:02 
        18:56    Lunch  12/13 - 13:45:15  12/13 - 14:04:11 
        18:22    Backoffice jobs  12/13 - 16:03:17  12/13 - 16:21:39 
        36:47    Backoffice jobs  12/13 - 16:23:10  12/13 - 16:59:57 

Normal behavior would be that if already paused, the agent page should not allow the agent to repause and choose another pause code.
Can you please verify that this is a bug in the site or perhaps something i missed in the configuration properties?

thanks!
Kyriakos Mavromichalis
Otenet-Telecom

QueueMetrics:
This really sounds like a bug. The repausing is possible so that the agent could change the status code if entered incorrectly, but what you say is surely a bug.

tank30:
Thanks for the reply. So should we be expecting a fix for this soon? Its really a major problem because supervisors think that agent is available but not taking calls!

QueueMetrics:
This was filed as a bug and will surely be fixed in the next release.

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