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Problem with ringing in Queue and Ring Group

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atdjr123

atdjr123

Technical User
Mar 12, 2012
559
US
I have a very strange situation... I have configured a ring group as well as a queue w/ 3 members in each(209, 211 and 212). Both have ringing set to (ringall) so whenever a call comes in and is transferred to either the queue or ring group, all extensions ring. However, if I set the Skip Busy Agent status to yes in both the Queue and Ring Group, extension 211 will not ring although it is idle.. The preference is to have the Queue since this fits the needs of my customer with hold time and position status announcements. Setting up the ring group was a test to see if the issue would duplicate itself... Any Thoughts

Voice Connect Plus, Inc.
have a great day and a better tomorrow
 
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In the Queues programming, check the Wrap Time and see what it is. That can cause a delay in a "Ringall" situation because the Wrap Time comes into play by delaying that set to ring until AFTER the Wrap Time has expired. Also, I have to ask the obvious here.

1. Does 211 ring IF the "Skip Busy Agent" status is set to "No"?
2. Have you checked 211 to make sure they did NOT invoke DND? (I know....I know...but had to ask.Perform the Cancel feature anyway.)
3. Have you tried "leastrecent", "fewestcalls", or "rrmemory" just for testing purposes?

I would also suggest testing one thing at a time such as test "Ring Group" and then add the extensions to the Queue, take them out of the Ring Group and test again, so you avoid any kind of potential feature overlap. You shouldn't see that overlap, but this one if is different per you.

 
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Extension 211 rings in the ring group and Queue if the Skip Busy Agent set to no doesn't ring when it is set to yes. Wrap time is set to zero.. Do Not Disturb not active. I have gone through each ring strategy setting and the results are all the same. Extension 211 will not ring with Skip Busy Agent set to yes... I have added extension 210 to the Queue and it rings also. For some unknown reason the system does recognize 211 in the Queue or Ring Group with Skip Busy Agent set to yes...There is a conflict somewhere, Go figure....

Voice Connect Plus, Inc.
have a great day and a better tomorrow
 
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OK, Try this test to see what happens.

1. Build a RG and a Queue with 211 as the ONLY set in the RG and Queue and test to see what happens.
2. Do the SAME thing with a DIFFERENT set and see what happens.
3. Try a DIFFERENT TYPE of set with Ext. 211- If this is a Nortel set, is the it the correct type (I know dumb question) and does it have more than one line key ( I know, another dumb question)

You stated, "Extension 211 rings in the ring group and Queue if the Skip Busy Agent set to NO doesn't ring when it is set to YES"
Then you state,"For some unknown reason the system does recognize 211 in the Queue or Ring Group with Skip Busy Agent set to YES"
This is a little confusing.

OLT, Do you have Contact Center Reporting to watch the state of the phone in Real Time screen?

If these suggestions don't work, you may need to contact your reseller or whoever you bought the system through.


 
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What I meant by the system not recognizing it is that it wasn't recognizing it in an Idle state as available w/ Skip Agent Busy set to Yes...This is what I have done. I have deleted extension 211 and added 214 using same T7316 series phone. Extension 214 rings in Queue with Skip Agent Busy set to Yes. I figured maybe by removing 211 and then adding it as 214 that it would release whatever the system was seeing as busy on 211. So I deleted 214 and added 211 once again with the same results ( No Ring w/ Skip Agent Busy set to Yes ). I then deleted 211 once again and added it using an M7324 series phone and I get the same results... No Ring w/ Skip Agent Busy set to Yes ) Do not have contact center to monitor status of agents....Appreciate all the feedback....Thanks

Voice Connect Plus, Inc.
have a great day and a better tomorrow
 
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You may have some custom device state value set to INUSE (busy) in the Asterisk database. You can try the following
- delete the extension 211
- from Asterisk CLI, run the command "database show customdevstate" and in the output search for 211
- if you find some /CustomDevstate/xxx221 entries (where xxx can be different types), delete each of them using the command "database del customdevstate xxx221"
- create the extension 221 and give it a try
 
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Sorry - I meant 211 (not 221) - I guess to much of Norstar/BCM history.... [neutral]
 
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Hey ucxguy you are correct. However when I execute the command "database del customdevstate/dnd211" or "devdnd211" it will not execute command.
The response is Usage: database del <family> <key>
Deletes entry in Asterisks database for a given family and key.
The entry is not deleted.

Voice Connect Plus, Inc.
have a great day and a better tomorrow
 
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Just use space instead of /. For example:
database del customdevstate dnd211
 
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When I run the command "database del customdevstate dnd211" from the Asterisk CLI page, I get this response:

Database entry removed.
 
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When I input that same command I am getting not a "database entry does not exist". However it still shows in "database show customdevstate" as well as "devdnd211". Also if I run "database show customdevstate dnd211" or with / it shows " Customdevstate/dnd211" 1 results found..same with devdnd211. At least the root of the problem has been identified. Now the challenge is to remove it....:) Thanks

Voice Connect Plus, Inc.
have a great day and a better tomorrow
 
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As you can see the data is in the CLI Asterisk:

/CustomDevstate/DAYNIGHT0 : NOT_INUSE
/CustomDevstate/DAYNIGHT1 : NOT_INUSE
/CustomDevstate/DEVDND202 : NOT_INUSE
/CustomDevstate/DEVDND205 : NOT_INUSE
/CustomDevstate/DEVDND211 : BUSY
/CustomDevstate/DND202 : NOT_INUSE
/CustomDevstate/DND205 : NOT_INUSE
/CustomDevstate/DND211 : BUSY
/CustomDevstate/FOLLOWME203 : NOT_INUSE
/CustomDevstate/FOLLOWME205 : INUSE
10 results found.

Voice Connect Plus, Inc.
have a great day and a better tomorrow
 
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Hey UCX any ideas on what might be blocking the deleting process of the data. I've also tried deleting the other devices with no success. Could there maybe be some corruption in the database....

Voice Connect Plus, Inc.
have a great day and a better tomorrow
 
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I guess this is a real stumper. I'll see if I can't get a ticket generated to resolve this issue. Thanks

Voice Connect Plus, Inc.
have a great day and a better tomorrow
 
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