Dynamic Agents - Device State not changing

[bhenry]

I just recently moved my call center from static agents to dynamic agents.   I am noticing now that when my agents are on a call, they still show up in Asterisk as (Not in use) but on Queuemetrics they are correctly identified as on a call. 

This is causing problem as some agents are getting calls back to back as the ringinuse=no is not working because DEVICESTATE is still showing (Not in Use). 

I am running Asterisk 1.4.26.2 and Queuemetrics version 1.6.1

Any ideas?

[bhenry]

Well I think the answer is that local channels do not support DEVSTATE fully.  I think that because my phones are connected to legacy PBX, local channels on their own will not work!  I am going to try switching to using the "Hot Desking Method".  In my testing this did show in use queue agents as (Busy).

[QueueMetrics]

It will only work reliably if your agents are on SIP channels, though.... I am not sure how well other channels implement states.

[bhenry]

I have changed the "agent logon extension" to sip/XXXX@context.  So now my agents are all working as sip/xxxx@context.  Even with this change, the device state for my queues is not changing to inuse or busy when agents are on a call! 

Is what I am trying to achieve possible?  I need Devstate so that ringinuse actually works while all of my phones are connected to Legacy PBX via SIP trunk to Asterisk.

[QueueMetrics]

This is more an Asterisk question - I would say it's ok as long as the stare is honored.

[bhenry]

Ok so I believe the issue is that there is no call limit set and call-limit must be set to something for devstate to work.  The problem is I don't have these setup as peers but merely an outbound route!  Back to the drawing board..

[QueueMetrics]

 

[bhenry]

I figured this out!  I modified the addmember removemember queuemetrics context to this:

exten => 25,3,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@default/n)

/n option specifies the local channel not to zombie and instead stick around as another channel.  When I did this I can then get devstate and have a good channel name to spy on for remote monitoring even though all of my extensions are on a different PBX!

[QueueMetrics]

I think this introduces a bit more load, but if you can handle it, it's OK.