Summary:ASTERISK-02370: One-way audio when transferring calls after they've been picked up by a queue
Reporter:Ted Cabeen (secabeen)Labels:
Date Opened:2004-09-08 19:23:31Date Closed:2011-06-07 14:10:45
Versions:Frequency of
Description:Note: This is with 1.0RC2.

When an agent answers a call from a queue and then transfers that call to another employee at another extension, that employee can hear the calling party, but the calling party can not hear the employee.

If an agent answers an inbound call that was NOT from a queue, and transfers the call, this problem does not occur.  When a call is transferred from one internal extension to another, this problem does not occur.  If an internal employee calls into the queue directly (via CCR), and a transfer is performed, the problem does not occur.

Thus, the problem only occurs when the initial call comes in on a ZAP channel and enters the queue before being transferred.

Right after starting the server up, everything seems to work fine.  Once Asterisk has been running for a short while, the problem begins.  Once the problem starts, nearly all transfers of this type fail, however, occasionally a transfer that would be expected to fail, works.


Steps to Reproduce:
1) Call into * from an outside line.
2) The call is answered and the dial plan is executed.
3) Select the option that puts you in the queue.
4) Wait for the agent to answer the queue (We use AgentCallBackLogin).
5) Once the agent has answered, ask to be transferred to another extension.
6) Agent uses the SIP transfer button on his phone to connect to the transferee. (No MOH here)
7) Agent hangs up, enacting the transfer.
8) The transferee can hear the caller, but the caller can no longer hear anything.

As described above, there is no music on hold when waiting during this screened transfer.  Normally, a transfer of a call that hasn't gone through a queue will have music on hold.  On our system, when the call goes through the queueing system, the caller does not get music on hold when they're waiting to be transferred, just silence.
Comments:By: Mark Spencer (markster) 2004-09-08 21:04:26

Use '#' transfer in the mean time.

By: Mark Spencer (markster) 2004-09-08 22:37:10

Out of curiosity if you enable music on hold, how does the story change?

By: Mark Spencer (markster) 2004-09-10 11:18:34

Are you still having this problem / are you still interested?

By: Ted Cabeen (secabeen) 2004-09-10 12:44:49

We have enabled music on hold, it just doesn't show up when you're on hold in a queue.  

We're going to test it some more today with some Cisco phones we got.  I'll let you know how it goes.

By: Mark Spencer (markster) 2004-09-10 15:02:29

I just realized this is probably never going to work with the transfer button because you're essentially transferring the agent side of the call.  You should probably use '#' transfer.

By: Ted Cabeen (secabeen) 2004-09-10 15:30:57

SIP transfers out of a queue are something we do all the time, as the receptionist  answers calls out of a queue.  It's worked a number of times, although I did notice that if I do a "show agents" in the cli when we've done a transfer like that, the Agent shows up as being on the line of the SIP phone transferred to.  Is that what you're talking about?

I tried # transfers out of a queue and they didn't work.  The caller just heard the DTMF tones.  However, I tried # transfers with a SIP call direct to the extension and that worked, as did # calls when I called the SIP phone directly when calling in on a Zap line, bypassing the queue.  I have the dtmfmode in sip.conf set correctly for all of my SIP phones.

By: Mark Spencer (markster) 2004-09-11 09:58:53

To do a SIP transfer out of a queue is fine, just not as an agent.  # transfers should be fine with the SIP phone as an agent or not.

By: Ted Cabeen (secabeen) 2004-09-13 14:20:38

# transfers aren't working here when the caller or the Agent has answered the queue.  Should I submit that as a seperate bug?  

The caller and the called both just hear the DTMF tones.  However, # transfers work fine during calls to the same extension without going through the Agent system.

By: alric (alric) 2004-09-25 08:25:33

Do you have the transfer option enabled when you call the Queue application?  I believe the option is "t".

By: Ted Cabeen (secabeen) 2004-09-28 14:27:39

Ahh.  I didn't try adding 't' to the Queue options.  I'll test that next time we try out the system.

By: Mark Spencer (markster) 2004-09-29 10:08:39

Did you try it out?

By: Ted Cabeen (secabeen) 2004-10-07 18:59:42

Just tested # transfers with our cisco phones and it works fine.