stuck/hung calls with 1.4.4?

[scooby2]

We recently upgraded from 1.3.1 to 1.4.4. Since upgrading, we have been experiencing what appears to be phantom stuck/hung calls in Queuemetrics. Has anyone else experienced this?

The issue this morning was a call showed in the queue for over 10 minutes yet the phones were not ringing and there was no way to answer the call. Queue log shows it was an agent dump but the call continued to appear for over 10 minutes. This is the fourth time this has happened since upgrading. Unfortunately this is the first time someone recorded the number so I could check the queue log.

Any ideas?

Thanks,
Scooby

1219670692|1219670687.106056|sales|NONE|ENTERQUEUE||8125555309
1219670769|1219670687.106056|sales|Agent/113|AGENTDUMP|

[QueueMetrics]

Which version of Asterisk are you running? an AGENTDUMP just tells the system that an agent refues a call, NOT that the call has hung up, so it would be just fine for QM to keep it open (as there is no log that says the call has ended).

[scooby2]

It is an old version. I am trying to build a 1.4.21.2 system but we are currently at 1.2.15 on a system that cannot be upgraded. It was a commercial release from a company but they went out of business. Changing binaries causes everything to break.

I am going to be testing the 1.4.21.2 system live for the first time tomorrow night and then will put it live over the weekend if it works. Last time I tried upgrading to 1.4.x the system crash so I am hoping a new server fixes that problem. 

[QueueMetrics]

That is okay - it should surely be better.

[scooby2]

Running 1.4.21.2 now w/ QueueMetrics 1.4.6 and it appears if someone hangs up before being answered, QueueMetrics thinks the call is still there. Thus ending up with a hung/stuck call. Any ideas? Am I missing some kind of setting?

queue_log shows an enter queue but nothing else.

1220530572|1220530568.78|6001|NONE|ENTERQUEUE||312XXXYYYY

Thanks,
Scooby

[scooby2]

It is wierd as this happens on both 1.2.15 and 1.4.21.2 with QueueMetrics 1.4.x. We never experienced this issue with 1.3.1. Obviously it seems Asterisk is broke but I am confused. Should I be using unanswered=yes in cdr.conf on 1.4?

[QueueMetrics]

Version 1.3.1 used a more aggressive call removal, but we figured out that you would generally prefer to see a call was there. If you run version 1..4.5 you can close those calls manually.

[scooby2]

Could a feature request be put in to make this user configurable? Our call center loves everything about 1.4.6 except for this and the broken buttons which sound like they should be fixed in the next release.

[QueueMetrics]

We are tracking this issue as #453 - we will probabily make it (though not in the next version I fear).