Summary:ASTERISK-03453: agent acknowledgement not working
Reporter:jbittner (jbittner)Labels:
Date Opened:2005-02-07 20:42:57.000-0600Date Closed:2011-06-07 14:10:06
Versions:Frequency of
Environment:Attachments:( 0) agents.conf
( 1) queues.conf
Description:ackcall setting in agents.conf not working anymore. When ackcall is set to yes it sends the call to the agent without hitting #. If the agent hits # you get SIP/226-e7d5 acknowledged in the cli. If the agent does not hit # and they put the call on hold, MOH does not work. If the hit # then MOH works.


== CDR updated on SIP/
   -- Executing Answer("SIP/", "") in new stack
   -- Executing Wait("SIP/", "1") in new stack
   -- Executing Queue("SIP/", "techsupportq1") in new stack
   -- Started music on hold, class 'random', on SIP/
   -- outgoing agentcall, to agent '226', on 'Local/226@voicepulse-outgoing-3c1c,1'
   -- Executing Macro("Local/226@voicepulse-outgoing-3c1c,2", "fwd|226") in new stack
   -- Executing DBget("Local/226@voicepulse-outgoing-3c1c,2", "fwdnumber=auto/FWD226") in new stack
   -- DBget: varname=fwdnumber, family=auto, key=FWD226
   -- DBget: Value not found in database.
   -- Executing Goto("Local/226@voicepulse-outgoing-3c1c,2", "macro-fwd|3|1") in new stack
   -- Goto (macro-fwd,3,1)
   -- Executing Dial("Local/226@voicepulse-outgoing-3c1c,2", "SIP/226|20|tw") in new stack
   -- Called 226
   -- Called Agent/226
   -- SIP/226-e7d5 is ringing
   -- Agent/226 is ringing
   -- SIP/226-e7d5 answered Local/226@voicepulse-outgoing-3c1c,2
   -- Agent/226 answered SIP/
   -- Stopped music on hold on SIP/
 == Spawn extension (macro-fwd, 3, 1) exited non-zero on 'Local/226@voicepulse-outgoing-3c1c,2' in macro 'fwd'
 == Spawn extension (voicepulse-outgoing, 226, 1) exited non-zero on 'Local/226@voicepulse-outgoing-3c1c,2'
   -- Executing Hangup("Local/226@voicepulse-outgoing-3c1c,2", "") in new stack
 == Spawn extension (voicepulse-outgoing, h, 1) exited non-zero on 'Local/226@voicepulse-outgoing-3c1c,2'
   -- SIP/226-e7d5 acknowledged
   -- Started music on hold, class 'default', on SIP/
   -- Stopped music on hold on SIP/
   -- Started music on hold, class 'default', on SIP/
   -- Stopped music on hold on SIP/
 == Spawn extension (techsupport, 1, 3) exited non-zero on 'SIP/'
Comments:By: nick (nick) 2005-02-07 20:50:05.000-0600

Please read, understand, and follow the bug guidelines:
- Your CVS verison is about two months old. Please update and retest.
- Post relevant configuration files


By: jbittner (jbittner) 2005-02-07 22:38:44.000-0600

Opps... had 2 cli's open pasted wrong one.
CVS-HEAD-02/07/05-22:16:42 ....

edited on: 02-07-05 22:39

edited on: 02-07-05 22:44

By: twisted (twisted) 2005-02-08 01:13:34.000-0600

Perhaps you are misunderstanding the purpose of the ackcall?  The agents phone will ring, and require them to press '#' before they are connected to the person in the queue.   if they do not hit #, the person is returned to the queue.  Is this the same understanding you are speaking of?

By: jbittner (jbittner) 2005-02-08 09:53:54.000-0600

I have a production system running CVS-v1-0-12/12/04 and ackcall feature works exactly as twisted is describing. In the CLI on my production server you can see a call waiting to be acknowledged. In the new CVS asterisk nolonger waits for the # ackowledgement before sending the call to the agent. The agent just picks up the phone and the call is bridged.

By: twisted (twisted) 2005-02-08 13:39:44.000-0600

Can you please post relevant configs?  Also, can you determine approximately when it stopped working?

By: jbittner (jbittner) 2005-02-08 14:07:01.000-0600

This issue started sometime after 1/11/05. I had 1/11 working on a test server. I updated to 1/16 and I started to see this issue including bug ASTERISK-3311.

By: twisted (twisted) 2005-02-08 22:37:51.000-0600

I've noticed that (half) of the problem lies in how we check the state of the channel.  If i disable channel/channel state checking, the ACK feature works properly, just the audio is bridged before we do the ack.

edited on: 02-08-05 22:38

By: jbittner (jbittner) 2005-02-14 19:03:07.000-0600

This issue is fixed in CVS-HEAD-02/14/05-19:50:56
Can close this ticket. JB