troubleshooting Question

Asterisk: Agent logs into queue, and there are calls in the queue, but calls don't go to agent.

Avatar of PokerTech
PokerTech asked on
Voice Over IP
4 Comments1 Solution1922 ViewsLast Modified:
When an agent logs into a queue using AgentCallBackLogin, he should be ready to take calls until he logs out right?  For some reason the first time a customer calls the queue, it rings the agent just fine but after the agent hangs up the phone and the next caller calls the queue, no more calls will be transferred to the agent.  He shows as logged in, but the calls wait in the queue forever and never get sent to the agent.  Ive googled for this but couldnt find anyone else with this problem.

Ive tried many different ways and nothing seems to work.  Ive been baffled by this for days.  Its time to ask you experts here at experts-exchange :)  Thanks in advance for coming to my rescue.  500 points to the victor!!

I am using Asterisk 1.2.4 on slackware 10.2
Here is some dialog from the Console:

    -- Starting simple switch on 'Zap/13-1'
Feb 10 07:22:36 NOTICE[21105]: chan_zap.c:6063 ss_thread: Got event 18 (Ring Begin)...
    -- Executing Goto("Zap/13-1", "mainmenu|s|1") in new stack
    -- Goto (mainmenu,s,1)
    -- Executing BackGround("Zap/13-1", "thank-you-for-calling-poker-support") in new stack
    -- Playing 'thank-you-for-calling-poker-support' (language 'en')
Feb 10 07:22:36 WARNING[21105]: chan_zap.c:3926 zt_handle_event: Ring/Off-hook in strange state 6 on channel 13
    -- Executing BackGround("Zap/13-1", "dbpn-main-menu") in new stack
    -- Playing 'dbpn-main-menu' (language 'en')
  == Spawn extension (mainmenu, s, 2) exited non-zero on 'Zap/13-1'
    -- Hungup 'Zap/13-1'
    -- Starting simple switch on 'Zap/1-1'
    -- Executing AgentCallbackLogin("Zap/1-1", "||@extensions") in new stack
    -- Playing 'agent-user' (language 'en')
    -- Playing 'agent-pass' (language 'en')
    -- Playing 'agent-newlocation' (language 'en')
    -- Playing 'agent-loginok' (language 'en')
  == Callback Agent '224' logged in on 100@extensions
    -- Playing 'vm-goodbye' (language 'en')
  == Spawn extension (internal, #1, 1) exited non-zero on 'Zap/1-1'
    -- Hungup 'Zap/1-1'
asterisk*CLI> show agents
204          (Dangelo) not logged in (musiconhold is 'default')
207          (Eugene) not logged in (musiconhold is 'default')
208          (Alzina) not logged in (musiconhold is 'default')
209          (Jerry) not logged in (musiconhold is 'default')
210          (GeorgeU) not logged in (musiconhold is 'default')
211          (Mauricio) not logged in (musiconhold is 'default')
212          (Josh) not logged in (musiconhold is 'default')
213          (Test) not logged in (musiconhold is 'default')
214          (Tomas) not logged in (musiconhold is 'default')
218          (Andy) not logged in (musiconhold is 'default')
219          (AlexV) not logged in (musiconhold is 'default')
220          (Max) not logged in (musiconhold is 'default')
221          (MarcoB) not logged in (musiconhold is 'default')
224          (Scott Test) available at '100@extensions' (musiconhold is 'default')
601          (Grant) not logged in (musiconhold is 'default')
604          (Eliecer) not logged in (musiconhold is 'default')
605          (Marcus) not logged in (musiconhold is 'default')
607          (Alex C) not logged in (musiconhold is 'default')
608          (Monty) not logged in (musiconhold is 'default')
603          (Michael C) not logged in (musiconhold is 'default')
302          (Scott) not logged in (musiconhold is 'default')
303          (Alex) not logged in (musiconhold is 'default')
305          (Todd) not logged in (musiconhold is 'default')
306          (Post) not logged in (musiconhold is 'default')
24 agents configured [1 online , 23 offline]
asterisk*CLI>
asterisk*CLI> show queue CSR-queue
CSR-queue    has 0 calls (max unlimited) in 'ringall' strategy (0s holdtime), W:0, C:0, A:0, SL:0.0% within 0s
   Members: >
      Agent/204 (Unavailable) has taken no calls yet
      Agent/207 (Unavailable) has taken no calls yet
      Agent/208 (Unavailable) has taken no calls yet
      Agent/209 (Unavailable) has taken no calls yet
      Agent/210 (Unavailable) has taken no calls yet
      Agent/211 (Unavailable) has taken no calls yet
      Agent/212 (Unavailable) has taken no calls yet
      Agent/213 (Unavailable) has taken no calls yet
      Agent/214 (Unavailable) has taken no calls yet
      Agent/218 (Unavailable) has taken no calls yet
      Agent/219 (Unavailable) has taken no calls yet
      Agent/220 (Unavailable) has taken no calls yet
      Agent/221 (Unavailable) has taken no calls yet
      Agent/224 (Not in use) has taken no calls yet
   No Callers
asterisk*CLI>
    -- Starting simple switch on 'Zap/13-1'
Feb 10 07:24:25 NOTICE[21115]: chan_zap.c:6063 ss_thread: Got event 18 (Ring Begin)...
    -- Executing Goto("Zap/13-1", "mainmenu|s|1") in new stack
    -- Goto (mainmenu,s,1)
    -- Executing BackGround("Zap/13-1", "thank-you-for-calling-poker-support") in new stack
    -- Playing 'thank-you-for-calling-poker-support' (language 'en')
Feb 10 07:24:25 WARNING[21115]: chan_zap.c:3926 zt_handle_event: Ring/Off-hook in strange state 6 on channel 13
    -- Executing BackGround("Zap/13-1", "dbpn-main-menu") in new stack
    -- Playing 'dbpn-main-menu' (language 'en')
  == CDR updated on Zap/13-1
    -- Executing Goto("Zap/13-1", "submenu-ext|s|1") in new stack
    -- Goto (submenu-ext,s,1)
    -- Executing Wait("Zap/13-1", "1") in new stack
    -- Executing BackGround("Zap/13-1", "please-enter-extension") in new stack
    -- Playing 'please-enter-extension' (language 'en')
  == CDR updated on Zap/13-1
    -- Executing Playback("Zap/13-1", "CSR-queue-msg") in new stack
    -- Playing 'CSR-queue-msg' (language 'en')
    -- Executing Queue("Zap/13-1", "CSR-queue") in new stack
    -- Started music on hold, class 'default', on Zap/13-1
    -- outgoing agentcall, to agent '224', on 'Local/100@extensions-23e0,1'
    -- Executing Dial("Local/100@extensions-23e0,2", "Zap/1|20|r") in new stack
    -- Called 1
    -- Called Agent/224
    -- Agent/224 is ringing
    -- Zap/1-1 is ringing
    -- Zap/1-1 is ringing
    -- Zap/1-1 is ringing
    -- Zap/1-1 answered Local/100@extensions-23e0,2
    -- Agent/224 answered Zap/13-1
Feb 10 07:24:56 WARNING[21115]: file.c:509 ast_openstream_full: File yes does not exist in any format
Feb 10 07:24:56 WARNING[21115]: file.c:821 ast_streamfile: Unable to open yes (format slin): No such file or directory
    -- Playing 'queue-reporthold' (language 'en')
  == Spawn extension (extensions, 100, 1) exited non-zero on 'Local/100@extensions-23e0,2'
    -- Playing 'queue-less-than' (language 'en')
    -- Playing 'digits/2' (language 'en')
    -- Playing 'queue-minutes' (language 'en')
    -- Stopped music on hold on Zap/13-1
    -- Hungup 'Zap/1-1'
  == Spawn extension (submenu-ext, 200, 2) exited non-zero on 'Zap/13-1'
    -- Hungup 'Zap/13-1'
asterisk*CLI> show queue CSR-queue
CSR-queue    has 0 calls (max unlimited) in 'ringall' strategy (2s holdtime), W:0, C:1, A:0, SL:0.0% within 0s
   Members:
      Agent/204 (Unavailable) has taken no calls yet
      Agent/207 (Unavailable) has taken no calls yet
      Agent/208 (Unavailable) has taken no calls yet
      Agent/209 (Unavailable) has taken no calls yet
      Agent/210 (Unavailable) has taken no calls yet
      Agent/211 (Unavailable) has taken no calls yet
      Agent/212 (Unavailable) has taken no calls yet
      Agent/213 (Unavailable) has taken no calls yet
      Agent/214 (Unavailable) has taken no calls yet
      Agent/218 (Unavailable) has taken no calls yet
      Agent/219 (Unavailable) has taken no calls yet
      Agent/220 (Unavailable) has taken no calls yet
      Agent/221 (Unavailable) has taken no calls yet
      Agent/224 (Not in use) has taken 1 calls (last was 49 secs ago)
   No Callers

asterisk*CLI> show agents
204          (Dangelo) not logged in (musiconhold is 'default')
207          (Eugene) not logged in (musiconhold is 'default')
208          (Alzina) not logged in (musiconhold is 'default')
209          (Jerry) not logged in (musiconhold is 'default')
210          (GeorgeU) not logged in (musiconhold is 'default')
211          (Mauricio) not logged in (musiconhold is 'default')
212          (Josh) not logged in (musiconhold is 'default')
213          (Test) not logged in (musiconhold is 'default')
214          (Tomas) not logged in (musiconhold is 'default')
218          (Andy) not logged in (musiconhold is 'default')
219          (AlexV) not logged in (musiconhold is 'default')
220          (Max) not logged in (musiconhold is 'default')
221          (MarcoB) not logged in (musiconhold is 'default')
224          (Scott Test) available at '100@extensions' (musiconhold is 'default')
601          (Grant) not logged in (musiconhold is 'default')
604          (Eliecer) not logged in (musiconhold is 'default')
605          (Marcus) not logged in (musiconhold is 'default')
607          (Alex C) not logged in (musiconhold is 'default')
608          (Monty) not logged in (musiconhold is 'default')
603          (Michael C) not logged in (musiconhold is 'default')
302          (Scott) not logged in (musiconhold is 'default')
303          (Alex) not logged in (musiconhold is 'default')
305          (Todd) not logged in (musiconhold is 'default')
306          (Post) not logged in (musiconhold is 'default')
24 agents configured [1 online , 23 offline]

    -- Starting simple switch on 'Zap/13-1'
Feb 10 07:26:46 NOTICE[21133]: chan_zap.c:6063 ss_thread: Got event 18 (Ring Begin)...
    -- Executing Goto("Zap/13-1", "mainmenu|s|1") in new stack
    -- Goto (mainmenu,s,1)
    -- Executing BackGround("Zap/13-1", "thank-you-for-calling-poker-support") in new stack
    -- Playing 'thank-you-for-calling-poker-support' (language 'en')
Feb 10 07:26:46 WARNING[21133]: chan_zap.c:3926 zt_handle_event: Ring/Off-hook in strange state 6 on channel 13
    -- Executing BackGround("Zap/13-1", "dbpn-main-menu") in new stack
    -- Playing 'dbpn-main-menu' (language 'en')
  == CDR updated on Zap/13-1
    -- Executing Goto("Zap/13-1", "submenu-ext|s|1") in new stack
    -- Goto (submenu-ext,s,1)
    -- Executing Wait("Zap/13-1", "1") in new stack
    -- Executing BackGround("Zap/13-1", "please-enter-extension") in new stack
    -- Playing 'please-enter-extension' (language 'en')
  == CDR updated on Zap/13-1
    -- Executing Playback("Zap/13-1", "CSR-queue-msg") in new stack
    -- Playing 'CSR-queue-msg' (language 'en')
    -- Executing Queue("Zap/13-1", "CSR-queue") in new stack
    -- Started music on hold, class 'default', on Zap/13-1
    -- Stopped music on hold on Zap/13-1
    -- Playing 'queue-youarenext' (language 'en')
    -- Told Zap/13-1 in CSR-queue their queue position (which was 1)
    -- Playing 'queue-thankyou' (language 'en')
    -- Started music on hold, class 'default', on Zap/13-1
    -- Stopped music on hold on Zap/13-1
    -- User disconnected from queue CSR-queue when they almost made it
  == Spawn extension (submenu-ext, 200, 2) exited non-zero on 'Zap/13-1'
    -- Hungup 'Zap/13-1'
asterisk*CLI>

here is queues.conf:

[CSR-queue]
music=default
strategy=ringall
timeout=15
retry=5
wrapuptime=5000
maxlen = 0
periodic-announce = Did-you-know-support
periodic-announce-frequency = 60
announce-frequency = 60
announce-holdtime = yes
member => Agent/204      ;Dangelo
member => Agent/207      ;Eugene
member => Agent/208      ;Alzina
member => Agent/209      ;Jerry
member => Agent/210      ;GeorgeU
member => Agent/211      ;Mauricio
member => Agent/212      ;Josh
member => Agent/213      ;Test
member => Agent/214      ;Tomas
member => Agent/218      ;Andy
member => Agent/219      ;AlexV
member => Agent/220      ;Max
member => Agent/221      ;MarcoB
member => Agent/224      ;Scott Test

here is extensions.conf:


[globals]
scott=Zap/1
outboundlocal=Zap/g1
outboundUS=Zap/g2

[pstn]
; incoming calls from the pstn FXO ports are directed
; to this context from zapata.conf
exten => s,1,Goto(mainmenu,s,1)

[dow]
; incoming calls from the dow FXO ports are directed
; to this context from zapata.conf
exten => s,1,Goto(mainmenu,s,1)


[mainmenu]
include => invalid
exten => s,1,Background(thank-you-for-calling-poker-support)
        ;Welcome to DBPN
exten => s,n,Background(dbpn-main-menu)
        ;Announce menu of options for callers
exten => s,n,WaitExten
exten => 1,1,Goto(submenu-ext,s,1)
        ;Press one to dial an extension
exten => 2,1,Goto(submenu-support-main,s,1)
        ;Press two for support
exten => 3,1,Playback(SEC-queue-msg)
exten => 3,n,Queue(SEC-queue)
        ;Press three for security
exten => 4,1,Playback(ACC-queue-msg)
exten => 4,n,Queue(ACC-queue)
        ;Press four for accounting
exten => 8,1,Directory(default,pstn,f)
        ;Press eight for directory
exten => 0,1,Goto(submenu-support-main,s,1)
        ;If zero is pressed, goto support
exten => t,1,Goto(submenu-support-main,s,1)
        ;If timeout then goto support-main


[submenu-ext]
include => extensions
include => queues
exten => s,1,Wait,1
exten => s,n,Background(please-enter-extension)
        ;Please enter your partys ext
exten => t,1,Goto(mainmenu,s,1)

[submenu-support-main]
include => invalid
exten => s,1,Ringing
        ;Make them comfortable with 2 seconds of ringback
exten => s,n,Wait,2
exten => s,n,Background(support-main-menu)
        ;Announce support main menu of options for callers
exten => s,n,WaitExten
exten => 1,1,Playback(ACC-queue-msg)
exten => 1,n,Queue(ACC-queue)
        ;Press one for status of a check
exten => 2,1,Goto(submenu-support-depositing,s,1)
        ;Press two for help with depositing money
exten => 3,1,Goto(submenu-support-tech,s,1)
        ;Press three for technical issues
exten => 0,1,Goto(submenu-support-main,s,1)
        ;If zero is pressed, goto support
exten => t,1,Playback(CSR-queue-msg)
exten => t,n,queue(CSR-queue)
        ;If timeout then goto CSR-queue

[submenu-support-depositing]
include => invalid
exten => s,1,Ringing
        ;Make them comfortable with 2 seconds of ringback
exten => s,n,Wait,2
exten => s,n,Background(support-depositing-menu)
        ;Announce support depositing menu of options for callers
exten => s,n,WaitExten
exten => 1,1,Playback(SEC-queue-msg)
exten => 1,n,Queue(SEC-queue)
        ;Press one for help with depositing money with credit card
exten => 2,1,Playback(ACC-queue-msg)
exten => 2,n,Queue(ACC-queue)
        ;Press two for help with depositing money with epassporte
exten => 3,1,Playback(CSR-queue-msg)
exten => 3,n,queue(CSR-queue)
        ;Press three for help with depositing money with other
exten => 0,1,Goto(submenu-support-depositing,s,1)
        ;If zero is pressed, goto support depositing
exten => t,1,Goto(submenu-support-depositing,s,1)
        ;If timeout then repeat menu

[submenu-support-tech]
include => invalid
exten => s,1,Ringing
        ;Make them comfortable with 2 seconds of ringback
exten => s,n,Wait,2
exten => s,n,Background(support-tech-menu)
        ;Announce support depositing menu of options for callers
exten => s,n,WaitExten
exten => 1,1,Playback(CSR-queue-msg)
exten => 1,n,queue(CSR-queue)
        ;Press one for difficulties dl poker software
exten => 2,1,Playback(TECH-queue-msg)
exten => 2,n,queue(TECH-queue)
        ;Press two for difficulties connecting to poker server
exten => 3,1,Playback(TECH-queue-msg)
exten => 3,n,queue(TECH-queue)
        ;Press three for all other questions
exten => 0,1,Playback(TECH-queue-msg)
exten => 0,n,queue(TECH-queue)
        ;If zero is pressed, goto tech queue
exten => t,1,Playback(TECH-queue-msg)
exten => t,n,queue(TECH-queue)
        ;If timeout then goto TECH-queue

[invalid]
exten => i,1,Playback(pbx-invalid)
exten => i,n,Goto(s,1)

[prompts]
exten => _[0]X,1,Answer()
exten => _[0]X,2,Record(prompt${EXTEN:1}:gsm)
exten => _[0]X,3,Playback(prompt${EXTEN:1})
exten => _[0]X,4,Hangup()

[queues]
exten => 200,1,Playback(CSR-queue-msg)
exten => 200,n,queue(CSR-queue)
exten => 300,1,Playback(TECH-queue-msg)
exten => 300,n,queue(TECH-queue)
exten => 400,1,Playback(ACC-queue-msg)
exten => 400,n,queue(ACC-queue)
exten => 600,1,Playback(SEC-queue-msg)
exten => 600,n,queue(SEC-queue)

[conference-room]
exten => 800,1,MeetMe(800,i,12345)
exten => 801,1,Playback(conf-thereare)
exten => 801,n,MeetMeCount(800)
exten => 801,n,Playback(conf-peopleinconf)

[outbound-local]
exten => _9NXXXXXX,1,Dial(${outboundlocal}/${EXTEN:1})
exten => _9NXXXXXX,2,Congestion()
exten => _9NXXXXXX,102,Congestion()
;exten => 911,1,Dial(${outboundlocal}/911)

[outbound-US]
exten => _91NXXNXXXXXX,1,Dial(${outboundUS}/${EXTEN:1})
exten => _91NXXNXXXXXX,2,Congestion()
exten => _91NXXNXXXXXX,102,Congestion()

[outbound-intl]
exten => _900.,1,Dial(${outboundlocal}/${EXTEN:1})
exten => _900.,2,Congestion()
exten => _900.,102,Congestion()

[macro-voicemail]
exten => s,1,Dial(${ARG1},10,r)
exten => s,2,VoiceMail(u${MACRO_EXTEN}@default)
exten => s,102,VoiceMail(b${MACRO_EXTEN}@default)

[agent-logon]
exten => #1,1,AgentCallbackLogin(||${CALLERIDNUM}@extensions)
exten => #2,1,AgentCallbackLogin(||1)
exten => #3,1,AgentLogin()
exten => #4,1,AgentCallbackLogin(224|${CALLERIDNUM}@default)

[extensions]
exten => 100,1,Dial(Zap/1,20,r)
exten => 302,1,Macro(voicemail,${scott})
exten => 7778,1,Answer()
exten => 7778,2,SetMusicOnHold(default)
exten => 7778,3,WaitMusicOnHold(20)
exten => 7778,4,Hangup
exten => 002,1,Playback(tt-monkeys)
exten => 003,1,Playback(tt-monkeysintro)

[extensions-orig]
exten => 302,1,Macro(voicemail,${scott})
exten => 7778,1,MusicOnHold(default)


[internal]
include => outbound-local
;include => outbound-US
include => conference-room
include => prompts
include => queues
include => agent-logon
include => extensions
include => voicemail
exten => 000,1,Goto(mainmenu,s,1)
exten => 001,1,Playback(prompt1)
exten => 001,2,Goto(mainmenu,s,1)

[voicemail]
exten => ##,1,VoiceMailMain()

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