Dropping queues.... ?!?!?

Hi everybody!
I've got a problem using the queues.
I'll try to explain:

I've entered a trunk sip (Eutelia).
I've created an incoming route to assign all the calls incoming towards that trunk to a queue with two extensions and I've set to assign again on the queue in case of failure.

After a few seconds (about 20/25) that the call has moved to the queue and the extensions ring regularly as set, the call falls (fails).

I've tried to lift up all the timing related - default values, to modify the different modes of ringing, to set just one extension in the queue, to set different codec on the atas (X-Lite + Linksys SPA941), but nothing works.

If, on the contrary, I move the incoming route on an internal, the call keeps working without any problems.

Can you help me understand where is the problem? Thank you very much

Simple test

Can you please try a simple test, to determine if it's a queue or extension related issue?

Create a Ring Group with the same two extensions of the queue in it. What happens to the calls, when the Inbound Route delivers them to the Ring Group?

Is the SPA-941 or X-Lite able to answer them?

If the test above fails, direct the Inbound Route exclusively on each of the extensions, and repeat the test.

I don't have "Ring Group" option in the Inbound Routing configuration.

I have only:

Extension
Voice mail
Queues
Callthru PIN:
Callback #:

Maybe is not important, but the url address of my pbxes server start with: www0.pbxes.com

It's correct ?

Please help me to solve this issue.

Thanks for your support.

You will need to define a Ring Group first, in order for it to be available as a destination for the Inbound Route.

Zitat:

Originally posted by Diafora You will need to define a Ring Group first, in order for it to be available as a destination for the Inbound Route.

Oopps...
you're right and I'm just a little newbie !

Anyway.....

With Ring Groups, all seem to work.

I created Group #1 and set it as destination for the incoming route.

I tried to set again the Group #1 in case of failing calls, but it's not possible.

So, I had to create group #2 and set it as destination for failing calls coming from group #1,

Therefore, in group #2, I set group #1 for failing calls.
In this way the calls are still held.

From this I suppose that the issue lies in the queue management ?

And now... ? What can I do ???

Thanks for yor support.

One question:
Is it correct that it's not possible to redirect the failing calls to the same group ?

Message for moderator.

For two times, i post a message in this thread and it disappear.

Maybe you deleted it ?

If yes, could I know the reason ?

I buied a premium account.

I think is in my rights receive support. Or not ?

Thanks

This post has been edited 1 time(s), it was last edited by itg on 28.09.2007 at 11:34.

RE: Dropping queues.... ?!?!?

No, only part of the forum threads are answered by us. Often you also get support by replies from other users. If you want personal support please click "support" after logging in.

Posts just consisting of a reminder like "answer my thread" get deleted because they are considered as double postings!

I know that there is the payment support facility.

Maybe, is better if you never answer to any question rather than leave a thread incomplete.

Anyway.... I have one question about the support :

If I buy support to solve my issue, and discover that there is a bug in Pbxes, what about my credit ?

You charge anyway ?

Thanks

RE: Dropping queues.... ?!?!?

We will charge you for the time describing the error, not actually fixing it.

Concerning your queue setup I think there is a misunderstanding of the functionality. It does not make sense to have the queue be its own failover destination. Same for ring groups. For ring groups which are more simple to use e.g. you may just increase the time limit instead.

Thanks for your reply.

My issue with queue, occur indipendently to failover destination.

In fact, If I set a queue with two extensions, and set the agent timeout, for example, at 30 seconds, the call drop down anyway after few seconds.

I understand that could have no sense set queue how its failover destination, but I don't understand why this option is in setup if it's not right. ???

Thanks for your support.

RE: Dropping queues.... ?!?!?

The easiest would be to start with a new queue containing just one extension. Try setting up step by step.

IMHO: is a bug !

I follow your advice.

I create a new queue with only one static agent, set the queue as destination for the incoming route, the IVR for failing calls and the agents timeout in 60 seconds.

After 20 seconds, the call fails without redirect to IVR.

So I decreased tha agent's time out in : 10 seconds and all work fine.

Checking the Global Settings, I noticed that there is a global timeout value of 20 seconds. I tried to increase this value to 60 seconds and tried again setting the agent timeoute again in 60 seconds.

The call, failed again after 20 seconds.

I did various attempts and discovered that the maximum agent timeout accepted is 23 seconds.

So I decreased the Global Timeout Settings to 10 seconds and the call was redirected to IVR bypassing the agent's timeout queue setting.

Finally, I tried to add another static agent in the queue, setting the agent's time out in 8 second to stay in the "23 seconds limit" of the queue and set "Roundrobin" as ring strategy.

The first agent ring regularly for 8 seconds but the second agent never ring. The call is redirect to IVR.

I don't know if there is something I did wrong... maybe... , but after all test I did I suspect that there is some bugs in your sistem related to timing and queues.

I will appreciate if you investigate my issue because my intention is to implement your service with my customers but I'm sure you agree with me that this issue need to be solve before.

Thanks for your support.

Below, I paste a part of X-Lite debug log. I hope could be helpful to understand more.

RE: Dropping queues.... ?!?!?

Zitat:

Original von itgs I did various attempts and discovered that the maximum agent timeout accepted is 23 seconds.

We have set this to 45 seconds on our queue. What happens when you choose agent timeouts longer than 23 seconds?

The call fails and I hear the busy tone.

Thanks