phantom ABANDON calls!

[tank30]

Hello,
  I am getting weird phantom calls with disconnection "Abandon" and "*"  as caller.



from the queue log i found the below:

1233144264|1233144140.2005|SalesQueue|Agent/1015|COMPLETEAGENT|10|57|1
1233144304|1233144089.1998|SalesQueue|Agent/1009|COMPLETECALLER|7|179|1
1233144314|1233144302.2038|ReceptionQueueGR|NONE|ENTERQUEUE||22740223
1233144318|1233144302.2038|ReceptionQueueGR|SIP/334|CONNECT|4|1233144314.2039
1233144322|1233144288.2037|TechSupportQueue|NONE|ENTERQUEUE||99826624
1233144330|1233144288.2037|TechSupportQueue|Agent/1007|CONNECT|8|1233144322.2043
1233144376|1233144302.2038|ReceptionQueueGR|SIP/334|TRANSFER|s|macro-tl-userexten-base|4|58
1233144488|1233144475.2058|ReceptionQueueGR|NONE|ENTERQUEUE||Unavailable
1233144493|1233144475.2058|ReceptionQueueGR|SIP/334|CONNECT|5|1233144488.2059
1233144542|1233144496.2060|SalesQueue|NONE|ENTERQUEUE||99102821
1233144555|1233144496.2060|SalesQueue|Agent/1009|ABANDON|1|1|13
1233144555|1233144496.2060|SalesQueue|NONE|ABANDON|1|1|13
1233144572|1233144475.2058|ReceptionQueueGR|SIP/334|COMPLETEAGENT|5|79|1
1233144649|1233144613.2082|SalesQueue|NONE|ENTERQUEUE||22813888
1233144659|1233144613.2082|SalesQueue|Agent/1015|CONNECT|10|1233144649.2086
1233144674|1233144615.2083|SalesQueue|NONE|ENTERQUEUE||22882600
1233144682|1233144615.2083|SalesQueue|Agent/1009|CONNECT|8|1233144674.2091
1233144783|1233144288.2037|TechSupportQueue|Agent/1007|COMPLETECALLER|8|453|1
1233144802|1233144615.2083|SalesQueue|Agent/1009|COMPLETECALLER|8|120|1
1233143781|1233143760.1978|Outbound|Agent/1014|CONNECT|21|


Any ideas?
thanks,
KM

[QueueMetrics]

The log for this call is incorrect.

1233144542|1233144496.2060|SalesQueue|NONE|ENTERQUEUE||99102821
1233144555|1233144496.2060|SalesQueue|Agent/1009|ABANDON|1|1|13
1233144555|1233144496.2060|SalesQueue|NONE|ABANDON|1|1|13

The third row should NOT be there. Which version of Asterisk are you running?

[tank30]

Hi,
  I am using 1.4.22.

[QueueMetrics]

This looks like a problem with Asterisk to me.
Any idea why this may happen? are you using maybe RINGALL logic? I see this just happens every once in a while....

[tank30]

I am using ring strategy random and my Agents are not dynamic.


 

[QueueMetrics]

Do yuou see any message on the full log at the timestamp that the problem happens? It looks like * it's trying to close the channel twice, or something like that....

[tank30]

Hi , i was looking for an answer on asterisk relevant forums and i got this reply:
"ok, from the information provided everything looks good. Looks like the call hit your IVR and the user selected 4, which immediately launched the application Queue(TechSupportQueue,tT), the caller was listening to musiconhold for 13 seconds while the call was being offered to Agent/1010. Unfortunately the caller hung up before Agent/1010 could pick up the phone, which is why you have 2 log entries for abandoned. However, both those log entries record the exact same uniqueid 1233843585.3162, so your analysis software just needs to record 1 abandoned call.

Running the statistics needs to assemble a table of call records (based on uniqueid) and then report the status based on the log entry. Once said table is assembled, then totals can be extrapolated from the table. Simply doing a count of the word ABANDON or any other status will yield erroneous data, like when a caller waits, agent 1 doesnt answer, caller remains in queue, agent 2 doesnt answer, caller remains in queue even longer, and then agent 3 answers. All those offers to agents will log on that uniqueID but the final status of the call itself will be COMPLETEAGENT or COMPLETECALLER or maybe even TRANSFER, even with all the RINGNOANSWER entries.
"

This is the cdr of the call in question above:
"","22372345","4","131_voice_menu_GR","""22372345"" <22372345>","SIP/5060-aad1b4d0","","Queue","TechSupportQueue|tT","2009-02-05 16:19:45","2009-02-05 16:19:47","2009-02-05 16:20:32",47,45,"ANSWERED","DOCUMENTATION","1233843585.3162",""


and this is what i got in the queue.log

1233843632|1233843585.3162|TechSupportQueue|Agent/1010|ABANDON|1|1|13
1233843632|1233843585.3162|TechSupportQueue|NONE|ABANDON|1|1|13

[QueueMetrics]

I think that the answer you got is plain wrong; the agent has been in conversation for 13 seconds, so it's not a matter of events that are out of sync. The problem here is that QM closes the first call and then finds the second and considers it to be a degenrate call (missing all other events) so double-reports it.

What I'm saying is that I am aware of no other Asterisk install that has the same problem, so my best suggestion is to update to a different version of Asterisk.

[tank30]

If the agent was in conversation the status would have been COMPLETEAGENT or COMPLETECALLER one in which the agent was connected to the caller and then a hangup occurred. ABANDON only gets recorded when the caller hangs up while still in Queue, not after a call is connected.
ARG3 of ABANDON is hold time not call duration.

ABANDON(position|origposition|waittime)

The caller abandoned their position in the queue. The position is the
caller's position in the queue when they hungup, the origposition is
the original position the caller was when they first entered the
queue, and the waittime is how long the call had been waiting in the
queue at the time of disconnect.

[QueueMetrics]

That's right - it's the first line that is wrong, not the second. ABANDON with an agent code makes no sense.

[tank30]

So when you mentioned above that the agent was on the phone with the customer for 13 seconds is not valid. 

What happens when the customer abandons the call when Asterisk is ringing an Agent. Wouldnt that mean that the agent code will appear in the queue log line?

[QueueMetrics]

No it won't appear. In fact this is not logged at all in the standard log. there will be a RINGNOANSWER record only when the call is lost by the agent. Anyway having a double closure line looks wrong to me.

[tank30]

RINGNOANSWER only happens if the call TIMES OUT ringing the agent and it returns to the queue. If  agent has a 30 second timeout and the caller ABANDONS the call in 5 seconds it will log an ABANDON not a RINGNOANSWER.

This is the only time ast_queue_log is executed with RINGNOANSWER. The subsequent code of this function goes on to autopause the agent/member if autopause is enabled. Not something that happens when callers hang up when ringing the agents.

/*! \brief RNA == Ring No Answer. Common code that is executed when we try a queue member and they don't answer. */
static void rna(int rnatime, struct queue_ent *qe, char *interface, char *membername)
{
if (option_verbose > 2)
ast_verbose( VERBOSE_PREFIX_3 "Nobody picked up in %d ms\n", rnatime);
ast_queue_log(qe->parent->name, qe->chan->uniqueid, membername, "RINGNOANSWER", "%d", rnatime);

[QueueMetrics]

Yes that's what I meant. In practice,m ths means that the RINGNOANSWER verb does not work as expected in a number of cases