Summary:ASTERISK-05917: [patch] SL bigger than 100%?
Reporter:Dov Bigio (dovb)Labels:
Date Opened:2005-12-28 10:22:32.000-0600Date Closed:2011-06-07 14:10:08
Versions:Frequency of
Environment:Attachments:( 0) 20060105__bug6075.diff.txt
Description:SL bigger than 100%?
(On queues.conf I have servicelevel=45)

lv09*CLI> show queue cobranca
cobranca     has 0 calls (max unlimited) in 'leastrecent' strategy (7s holdtime), W:0, C:76, A:7, SL:101.3% within 45s
     Agent/5530 (Unavailable) has taken no calls yet
Comments:By: Jason Parker (jparker) 2005-12-28 11:02:57.000-0600

This does appear to be a bug.

In looking at app_queue.c, try_calling will call recalc_holdtime, which increments callscompletedinsl.  The trouble, is that there are three places where record_abandoned (followed by a return) is called, so update_queue, which increments callscompleted, never gets called.

From looking at the code, it does appear to be possible for callscompletedinsl to be higher than callscompleted, which would indeed cause a service level that is higher than 100%.

By: Jason Parker (jparker) 2005-12-28 11:05:01.000-0600

silly mantis, changing the versions...

By: Tilghman Lesher (tilghman) 2006-01-05 16:42:29.000-0600

Please check to see if this patch solves your issue.

By: Dov Bigio (dovb) 2006-01-06 06:23:38.000-0600

Unfortunately I have not been able to reproduce the error in my test environment, so not sure if my test would be valid... and my production server cannot be used for testing... I'll check if I can do this on a weekend... (or try to find someone else to test!)... Thank you very much!!!

By: Matt O'Gorman (mogorman) 2006-02-13 13:50:34.000-0600

can anyone confirm if this patch solves the issue.

By: Kevin P. Fleming (kpfleming) 2006-02-14 19:34:20.000-0600

I don't think that is quite right, because the call can still be marked as 'abandoned' after recalc_holdtime is called. To be honest, the problem may be that the abandoned calls have already been counted in 'callscompletedinsl', but they should be subtracted back out.

By: Serge Vecher (serge-v) 2006-05-03 12:55:19

dovb: any luck with the test here?

By: Serge Vecher (serge-v) 2006-05-11 10:20:07

Please reopen, if isssue still exists in latest 1.2 branch or trunk.