Callers Stuck In Queue

[Jeff Rumple]

I have inbound callers stuck in queue, it seems that the call is transferred to the right phone in queue but it rings one time and moves to the next phone inline. It also appears that the agent is logged in but can no longer accept calls.

1. So my question is why would the queue ring the support phone one time and move to the next person on queue and still show them as logged in.

2. Are my agents getting logout out after a missed call and why does it show them as logged in but unable to field calls..

Everything does work for a period of time and then stops.

[revolution]

This is more of an Asterisk question than a QM question -- but if you can provide me with a little more information, I'll be glad to try to help.

What version of Asterisk are you using? How are your Queues setup? What do debug/trace logs show?

[Jeff Rumple]

From looking at the logs, agents are being logged out if they miss a call, which is ok, I would like to know how I can turn that on or off.
I’m going to run another test hopefully today and see if I have the same problem as yesterday, I could swear the agents were still logged on.
Lorenzo pointed me at a few thing to watch ( show queues and show agents), which should give me a better picture on what is going on.

Here is my queue setup
[200]
announce-frequency=300
monitor-format=wav49
monitor-join=yes
periodic-announce=custom/Helpdesk
periodic-announce-frequency=0
queue-callswaiting=queue-callswaiting
queue-thankyou=queue-thankyou
queue-thereare=queue-thereare
queue-youarenext=queue-youarenext
retry=7
strategy=roundrobin
timeout=15
wrapuptime=15
maxlen=0
eventwhencalled=no
joinempty=yes
leavewhenempty=yes
context=ivr-2
member=Agent/300,0
eventmemberstatus=no
announce-holdtime=yes
member=Agent/301,0
member=Agent/307,0
member=Agent/302,0
member=Agent/303,0
member=Agent/304,0
member=Agent/305,0
member=Agent/306,0
member=Agent/308,0

1199357532|1199357526.38|NONE|Agent/305|AGENTCALLBACKLOGIN|207@from-internal
1199370613|1199370602.43|NONE|Agent/307|AGENTCALLBACKLOGIN|202@from-internal
1199371676|1199371668.48|200|NONE|ENTERQUEUE||201
1199371692|1199371676.51|NONE|Agent/305|AGENTCALLBACKLOGOFF|207@from-internal|14160|Autologoff
1199371839|1199371668.48|200|NONE|ABANDON|1|1|163
1199371939|1199371931.81|200|NONE|ENTERQUEUE||201
1199372040|1199371931.81|200|NONE|ABANDON|1|1|101
1199376958|1199376948.105|NONE|Agent/304|AGENTCALLBACKLOGIN|201@from-internal
1199376971|1199376963.106|200|NONE|ENTERQUEUE||206
1199377016|1199377000.113|NONE|Agent/304|AGENTCALLBACKLOGOFF|201@from-internal|58|Autologoff
1199377137|1199376963.106|200|NONE|ABANDON|1|1|166
1199377406|1199377396.144|NONE|Agent/303|AGENTCALLBACKLOGIN|206@from-internal
1199377421|1199377415.146|NONE|Agent/305|AGENTCALLBACKLOGIN|207@from-internal
1199377429|1199377414.145|NONE|Agent/304|AGENTCALLBACKLOGIN|208@from-internal
1199377478|1199377470.149|200|NONE|ENTERQUEUE||206
1199377494|1199377478.152|NONE|Agent/305|AGENTCALLBACKLOGOFF|207@from-internal|73|Autologoff
1199377523|1199377507.156|NONE|Agent/304|AGENTCALLBACKLOGOFF|208@from-internal|94|Autologoff
1199377546|1199377530.160|NONE|Agent/303|AGENTCALLBACKLOGOFF|206@from-internal|140|Autologoff
1199377632|1199377470.149|200|NONE|ABANDON|1|1|154
1199377678|1199377667.180|NONE|Agent/303|AGENTCALLBACKLOGIN|206@from-internal
1199377720|1199377711.181|NONE|Agent/303|AGENTCALLBACKLOGOFF|206@from-internal|42|
1199377733|1199377725.182|NONE|Agent/303|AGENTCALLBACKLOGIN|206@from-internal
1199377775|1199377768.183|200|NONE|ENTERQUEUE||206
1199377787|1199377768.183|200|NONE|ABANDON|1|1|12

[QueueMetrics]

Yes you got a number of  Autologoffs, they are the culprits! 

How is your agents.conf?

[revolution]

i second that motion -- maybe check autologoff=??? in agents.conf

[QueueMetrics]

i second that motion -- maybe check autologoff=??? in agents.conf

That's what I was thinking about as well.

[revolution]

That's what I was thinking about as well.

I know... I was co-signing and agreeing with your idea.

[Jeff Rumple]

Thanks helping Guys.
Here is the agents.conf
autologoff is set to 15............I guess I could increse it.

autologoff=15
wrapuptime=5000
ackcall=no

group=1
agent => 302,,Jim
agent => 303,,Dustin
agent => 304,,Mark
agent => 305,,Tom
agent => 306,,Cathy
agent => 307,,Jeff
agent => 308,,Tom Smith

they agents logged in pickup the calls fast, no more then a couple of rings.

[revolution]

personally I'd require a little more responsibility out of your agents -- why have autologoff turned on at all? Are you running a call-center?

regardless -- 15 (the default) is waaaaaay too low imho... at least double that if not more...

[Jeff Rumple]

Your right, I think I may just turn it off. We are testing a helpdesk call center with four agents, its better than what we were doing but I need to iron out a few things and understand how things work.

But I think I still have a problem, I had a agent email me today about caller in queue that she could not get to. QM show the caller had been waiting 15 minutes, she was logged in, or she thought see was. I was off site and unable to tell if anyone was looged in or not.
I hope to be able to catch the problem next time.
...I just turned autologoff off.

[revolution]

you can always use "queue show <queue_name>" in the CLI

[QueueMetrics]

You should see the agent logged off in QM, even if it is an autologoff....