Multiple calls issue
- Valerio Ciotta
- XCALLY Knowledge (Unlicensed)
Owned by Valerio Ciotta
A new call rings to an agent while he/she is talking.
Main cause
A known Asterisk 11 bug regarding the application queue module.
Other causes
Poor network performance and high latency may increase the issue occurrences.
Patch
The patch provided with the XCALLY Phonebar 3.7.2.6 prevents the second call notification on the agent’s Phonebar, if ringinuse is set to NO.
If the ring timeout (queue general settings) is set, the patch can be very helpful to reduce the issue without losing calls.
Important
- If there is some integration trigger based on ringing event, multiple popup could be opened even if the second call is silenced.
- No change about the log: every second call attempt is still logged as “ringnoanswer” event into the agent_log table.