[Freeswitch-users] mod_callcenter agent may stuck "In a queue call" forever

[Ítalo Rossi]

Can you file a JIRA with your debug logs please?  
  

Ítalo Rossi

italo at freeswitch.org

IRC chat.freenode.net #freeswitch #freeswitch-dev

Bugs? https://freeswitch.org/jira

Docs? https://freeswitch.org/jira

Chat? https://hipchat.freeswitch.org/gUdAgy0m6

  

> On Mar 24 2016, at 1:32 pm, TNTClaus <tntclaus at gmail.com> wrote:  

>

> Hi.  
  
I faced a problem with mod call centre strange behaviour. I have a queue with
the strategy "ring all", queue has got 30 agents, all of them always have
status available, but only 6 agents can be really active (e.g.: registered and
connected) at a time.  
  
Those 6 simultaneously answer calls (e.g. can answer 200 on the same INVITE
request before CANCEL arrives). **Sometimes an agent might get stuck in the
state "In a queue call"** while he is not in a call. In that case waiting
agent stops getting calls.  
  
CLI command:  
  
> _callcenter_config agent set state <agent> waiting_  
  

>

> changes state of an agent at DB, but call center still won't offer calls to
him. The only fix I found is to reload mod_callcenter, but during reload all
active calls would be dropped.  

>

>  
Calls are coming one by one (maximum call rate I had ever seen at this site
was ~600 calls/hour). But I didn't notice any correlation with the call rate.
Agent may get stuck at any time of day with any call rate ranging between ~150
calls/hour to 400 calls/hour.  
  
Most of calls last from 5 to 20 seconds.  
  
I tried to switch from sqlite to odbc postgresql, but that changed nothing.
Currently switch is connected to ODBC Postgresql.  
  

>

> **OS version:**  
Linux local.pbx 3.16.0-4-amd64 #1 SMP Debian 3.16.7-ckt20-1+deb8u4
(2016-02-29) x86_64 GNU/Linux  

>

>  

>

> **FS version:**  
FreeSWITCH version: 1.6.6+git~20160111T201612Z~d2d0b3283a~64bit (git d2d0b32
2016-01-11 20:16:12Z 64bit)  
  
**sqlite package:**  
llibsqlite3-0:amd64             3.8.7.1-1+deb8u1             amd64
SQLite 3 shared library  
  

>

> **PostgreSQL / ODBC packages:**  
odbc-postgresql:amd64          1:09.03.0300-1               amd64        ODBC
driver for PostgreSQL  
postgresql-9.4                 9.4.6-0+deb8u1               amd64
object-relational SQL database, version 9.4 server  
  
  

>

> **XML configs:  
  
**
>

> **callcenter/queues/queue.xml:  
**<queue name="dispatchers">  
  <param name="discard-abandoned-after" value="300"/>  
  <param name="max-wait-time" value="0"/>  
  <param name="max-wait-time-with-no-agent" value="120"/>  
  <param name="moh-sound" value="$${hold_music}"/>  
  <param name="strategy" value="ring-all"/>  
  <param name="tier-rule-no-agent-no-wait" value="false"/>  
  <param name="tier-rule-wait-multiply-level" value="true"/>  
  <param name="tier-rule-wait-second" value="300"/>  
  <param name="tier-rules-apply" value="false"/>  
  <param name="time-base-score" value="queue"/>  
</queue>**  
  
**
>

> **callcenter/agents/agent.xml**  
    <agent name="agent at local" type="callback" contact="user/agent at local"  
           status="Available" max-no-answer="0" wrap-up-time="1" reject-delay-time="1" busy-delay-time="1"  
           no-answer-delay-time="1"/>**  
**
>

>  

>

> that's a typical agent. They are all same except name and contact
attributes.  
  
**callcenter/tiers/tier.xml**  
<tier agent="agent at local" queue="dispatchers" level="1" position="1"/>

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