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  1. FreeSWITCH
  2. FS-10237

Agents get stuck on dead-air calls

    Details

    • Type: Bug
    • Status: Resolved
    • Priority: Minor
    • Resolution: Fixed
    • Affects Version/s: 1.9
    • Fix Version/s: 1.9
    • Component/s: mod_callcenter
    • Labels:
      None
    • CPU Architecture:
      x86-64
    • Kernel:
      Linux
    • Userland:
      GNU/Linux
    • Distribution:
      Ubuntu
    • Distribution Version:
      Ubuntu 16.04 LTS
    • Compiler:
      gcc
    • FreeSWITCH GIT Revision:
      589023b
    • GIT Master Revision hash::
       589023b
    • Target Version:
      1.9

      Description

      When a member call drops out of the queue because, for example, the max-wait-time timer has expired, the call will be dropped. If this occurs during an attempt to call an agent, that agent will get dead-air, and will have to manually disconnect the call to go back into the queue. For some users, the impact on agent productivity this creates is a much more significant problem than the accuracy of the maximum member wait timeout.

      In order to prioritise agent productivity (a low no-customer rate), we should instead sacrifice absolute accuracy of the max-wait-timer and wait until the agent origination completes. In the specific scenario of a wait timer with an agent origination in flight, we should not trigger hangup of the member call until that origination has finished. If it's successful, we should not trigger, but if it fails we would go ahead and hang up. This effectively would extend the max wait timer by up to the agent call origination timeout. In order to maintain compatibility, we could make this an opt-in change via configuration.

      A fix for this has already been proposed at https://freeswitch.org/stash/projects/FS/repos/freeswitch/pull-requests/1222/overview. While it has some TODOs in the implementation details, the main blocker is agreement in principle that this needs to be done, which is the purpose of this ticket; if we get that, we'll polish the implementation to the point that it's acceptable for merge.

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            • Assignee:
              italorossi Italo Rossi
              Reporter:
              benlangfeld Ben Langfeld
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              Dates

              • Created:
                Updated:
                Resolved: