Agents dissapear out of the Realtime monitor

[Richarddb]

Hi,

Sometimes it happens (not always and not on a particulair time) that agents are calling for a while and suddenly dissapear from the realtime monitor, while they are still calling. Their status in QM changes into green (free) but in fact are still busy. How is this possible, and is there a way to fix this?

Thanks!

[barryf]

Hi,

You need to edit your configuration.properties file and change the default.maxOngoingTalkTime setting to be:

default.maxOngoingTalkTime=0

...otherwise QM considers calls of over 2000 seconds (33 min) to perhaps be zombie and clears it.

Hope this helps.

-Barry Flanagan

[Richarddb]

Thanks for your answer.

Some time ago i already changed the limit from 2000 to 5000 but yesterday an agent wasnt on the monitor after already 27 minutes, so he should be longer visible. I'll try to put it on 0, maybe it helps. I'll put the result later.

[QueueMetrics]

Thanks

[Richarddb]

Unfortunately it is happening again. An agent was on the phone for 20 minutes, but dissapeared after 16 minutes of the Wallboard screen.

I already edited the configuration.properties file in:

#If an ongoing call has a talk time that exceeds this value, drop it. 0: ignore
default.maxOngoingTalkTime=0

What can it be?

[QueueMetrics]

Did it disappear from both the wallboard and the RT page, or just the wallboard?

[Richarddb]

It dissapears in both the RT page and Wallboard. Also in quick reports it's not shown as 'ongoing'.

[QueueMetrics]

You sure the call was not "hungup"? if you run a report now, can you find it?

[Richarddb]

He was on the phone for 21:33 minutes, but dissapeared before it ended. In the report you also see the call with a 'normal' end.

[QueueMetrics]

So the parameter is the one you post..... are you sure there are no mis-spellings?

[Richarddb]

Yes i'm sure, the change has unfortunately no success.

[QueueMetrics]

And if you set it to e.g. one minute, do you see agents disappear every minute?

[Richarddb]

We will test this. Because we have to restart the asterisk service, we have to plan it in a maintenance window. I will post the results later.

[QueueMetrics]

You can do it completely w/o affecting Asterisk but just QM.

[Richarddb]

I set it to 1 minute and the call was still going on, seems like this doesn't have affect. Any other ideas?