calls in queue are not put through to agent immedi

Discussion in 'General' started by fabianus, Sep 11, 2008.

  1. fabianus

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    Hello all !

    I have a strange problem : calls that are waiting in a queue are not put though immediatly. Sometimes it takes more than a minute until an agent's phone rings. Also often, the agent takes the call, but the call is not put though (the caller still waiting in the queue) and some times later it rings again and than the call is put though.

    We use Elastix 1.1.

    Thanks a lot for any suggestion about the problem !

    Regards,
    Fabianus

    PS I did set
    Ring Strategy: ring all
    Agent Timeout: unlimited
    Retry: 1 sec
    Wrap-Up-Time: 1 sec
     
  2. cmrahman

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    Re:calls in queue are not put through to agent imm

    Do you have everything set in the lan? like the phone and the elastix ipbx ? Do you have any firewall? Is your system fast enough?


    Thanks
     
  3. fabianus

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    Re:calls in queue are not put through to agent imm

    Hello cmrahman,

    thanks for your help.
    Nothing special to tell about the lan. It's a 100 Mbit lan. there is only one switch between the asterisk box and the fxs.
    No firewall.
    CPU usage : always less then 1 %
    Memory usage : 45.66% used of 2,025.53 Mb

    Any idea ?

    Thanks for any further support !

    Regards,
    Fabianus
     
  4. fabianus

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    hello guys !


    This issue becomes a serious problem : I reinstalled the whole system to upgrade to Elastix 1.2 and still it does the problem :
    - At restart of the system everything works fine, calls are put through to the agents in a queue immediately.
    - But after (in this cas 3 days) a while the problem starts and calls could wait minutes to be put through.

    I can not imagine that I am the only one with this problem.

    Thanks a lot for any concideration of my issue as this happens on a production system !

    Regards,
    Fabianus
     
  5. cmrahman

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    Do you have your debug on? That could be reason of everything slow..
     
  6. fabianus

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    hello cmrahman,

    thanks for your help !

    I do not know about debug - could you tell me how I set it on/off ?

    You say "everything slow", but in fact, nothing is slow - it is only that the calls are not put through. See?

    Thanks for any further suggestion.

    Regards,
    Fabianus

    PS Is there anybody who has as load of 120 calls per day on a call center queue (3 agents) with Elastix 1.1 or 1.2 and who has not this problem ?
     
  7. Chilling_Silence

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    I have a small call centre of around 5-6 people never this issue?

    Turn it off in /etc/asterisk/logger.conf
    Basically I have a CF card, so I write minimal logging, I remove all the options from FULL aside from "error" and it minimizes disk usage / writing.
     
  8. fabianus

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    Hello Chilling_Silence,

    thanks for your feedback !

    Do I understand right that you think that the log writing would slow down the system ?

    Thanks for some additional feedback.

    Regards,
    Fabianus
     
  9. Chilling_Silence

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    It may do a little, but Im not entirely sure how much.
    I wouldnt think it would affect it *that* much though, but it has been suggested, so its worth giving it a try.

    I would be inclined to leave a window open the whole time and copy / paste the whole thing into a forum post. Then, if you can, identify where the lag happens and Im sure somebody can help you go through whats slowing it :)
     
  10. alshaya

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    Re:calls in queue are not put through to agent imm

    Hi Fabian

    Can you please guide me to setup the call center.

    I want external calls to be received by the agents


    Thats it

    Royd
     
  11. mostafa33

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    i have the same problem with elastix 2, the incoming call waits 10 seconds inside the queue before going to an extension.
    how can i remove this delay?
     
  12. fmvillares

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    Re: Re:calls in queue are not put through to agent immedi

    thats not the same issue u need to use asterisk 1.6.1.17 to solve new queues erratic behaviour and its not included in elastix so you should compile it by hand
     
  13. mostafa33

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    Re: Re:calls in queue are not put through to agent immedi

    elastix 2 uses Asterisk 1.6.2.10, what you mean by queues erratic behaviour??
     
  14. fmvillares

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    Re: Re:calls in queue are not put through to agent immedi

    sorry men elastix 2 without any upgrades and bug fixes uses tnat version thats why u r having trouble using old buggy versions
     

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