freeswitch mod_callcenter bug

[mirzakarahan]

Ex: I have a queue that 13 of calls waiting in queue. But order by score, 8. call (Score is 53) connected to agent. How it is possible?

201@xxx.com|single_box|28392d22-ec0f-4330-8dd2-0a95b006bc3b|e8780a1c-29ca-43f2-a213-0dd5f75f3852|XXXXXXXXXX|XXXXXXXXXX|1717674627|1717674655|0|0|0|0|0|||Waiting|303
201@xxx.com|single_box|2cdd54ac-f642-47fd-96de-2aa347283810|293caad3-65ee-4ff0-8261-c08ea5fad221|XXXXXXXXXX|XXXXXXXXXX|1717674656|1717674685|0|0|0|0|0|||Waiting|273
201@xxx.com|single_box|c4769dce-0fe8-4a81-8134-2b7a5c2b6a7c|c465b317-4ab1-4195-8172-3a2c77ada7c0|XXXXXXXXXX|XXXXXXXXXX|1717674748|1717674758|0|0|0|0|0|||Waiting|200
201@xxx.com|single_box|0eaf16b2-0090-46a5-98e4-f8a9bca0ec1d|b7224c44-c9e8-4d19-8b9a-f03c2cc48ef9|XXXXXXXXXX|XXXXXXXXXX|1717674732|1717674760|0|0|0|0|0|||Waiting|198
201@xxx.com|single_box|000b012a-db12-4077-89b9-7b47b35e71ac|12202316-6fe9-417b-8248-43a808388125|XXXXXXXXXX|XXXXXXXXXX|1717674744|1717674772|0|0|0|0|0|||Waiting|186
201@xxx.com|single_box|6441a576-e0e9-41a1-85e1-aba74e54d679|74f6b0b4-cb9a-4cac-adf5-a57e78def5f1|XXXXXXXXXX|XXXXXXXXXX|1717674744|1717674772|0|0|0|0|0|||Waiting|186
201@xxx.com|single_box|efebeb15-cc03-4072-a95c-5acb4d228e36|8a652265-a1b2-4373-b045-985585a348d2|XXXXXXXXXX|XXXXXXXXXX|1717674792|1717674820|0|0|0|0|0|||Waiting|138
201@xxx.com|single_box|badfdaa8-6d90-43fd-9fca-3555ef021a0d|7d549ddb-c430-4d41-88b0-9195692318c1|XXXXXXXXXX|XXXXXXXXXX|1717674876|1717674905|0|0|0|0|0|1014@xxx.com|single_box|Trying|53
201@xxx.com|single_box|8365c24a-2862-44b2-b181-5be24b3f309b|a911bf28-9ce8-4b48-a744-8f077fdede43|XXXXXXXXXX|XXXXXXXXXX|1717674881|1717674909|0|0|0|0|0|||Waiting|49
201@xxx.com|single_box|7c123db3-76e8-4581-9fa9-39a12a6ee07c|c76dbae4-1127-415d-9781-8b1c33257927|XXXXXXXXXX|XXXXXXXXXX|1717674893|1717674921|0|0|0|0|0|||Waiting|37
201@xxx.com|single_box|67b59ab1-8954-4a9a-9cd6-7b3f9501f5f3|aeb1fc13-7a40-43d3-9bbc-1f8240619679|XXXXXXXXXX|XXXXXXXXXX|1717674922|1717674947|0|0|0|0|0|||Waiting|11
201@xxx.com|single_box|f00f7af3-a68e-46f2-8121-c454dfac2118|fd47ab25-e304-4792-a864-709e9c11a2b2|XXXXXXXXXX|XXXXXXXXXX|1717674878|1717674953|0|0|0|0|0|||Waiting|5
201@xxx.com|single_box|2a3aa62b-40d0-480f-b342-93e1acf0e8ef|a0be31c6-1239-4737-8587-b95f33270ee8|XXXXXXXXXX|XXXXXXXXXX|1717674916|1717674953|0|0|0|0|0|||Waiting|5

queue strategy: longest-idle-agent
base_score of queue: NULL

The time-base-score param is queue (not system)

 

[pbxgeek]

Send screenshots of your set up

 

[mirzakarahan]

what kind of setup?, Can you be more specific?

 

[pbxgeek]

A screenshot of your queue settings

 

[mirzakarahan]

name

strategy

moh_sound

time_base_score

tier_rules_apply

tier_rule_wait_second

tier_rule_wait_multiply_level

tier_rule_no_agent_no_wait

discard_abandoned_after

abandoned_resume_allowed

max_wait_time

max_wait_time_with_no_agent

max_wait_time_with_no_agent_time_reached

record_template

calls_answered

calls_abandoned

ring_progressively_delay

skip_agents_with_external_calls

agent_no_answer_status

201@xxx.com

longest-idle-agent

$${hold_music}

queue

false

0​

false

true

1​

false

3600​

5​

1​

135​

212​

60​

true

On Break

 

[pbxgeek]

I found your issue. Calls with lower priority joined the queue later than those with priority 53.
Here is how I figured it out

Call 2a3aa62b-40d0-480f-b342-93e1acf0e8ef
Score 5
system_epoch Thursday, June 6, 2024 11:55:16 AM
joined_epoch Thursday, June 6, 2024 11:55:53 AM

Call 2a3aa62b-40d0-480f-b342-93e1acf0e8ef
Score 53
system_epoch Thursday, June 6, 2024 11:54:36 AM
joined_epoch Thursday, June 6, 2024 11:55:05 AM

As you can see, the call with a score of 53 joined the call earlier and, therefore, was sent to the agent earlier. Looks like the scoring isn't used to determine the order of the calls but rather the time the calls joined the queue

 

[ilkayorhanlar]

Hi,

I have questions.

1. What is low priority call? (How to assign the call low priority?)
2. I don't understand your explanation. Score 53 call is 8th by order score. I know that freeswitch send call to agent by score. Why are 7 calls waiting and 8th call was sent to agent? I think 1st call should be sent to agent.

 

[pbxgeek]

Disregard my previous answer. I dug deeper into the setup and priority scoring, and you are correct. The first call should be distributed first. Not the 8th call. The only theory I have is all 8 calls were being distributed at the same time to 8 available agents. The first 7 stopped a bit earlier while the 8th call was still trying the agent. And you ran the status command at that time. Can it be possible?

 

[ilkayorhanlar]

Our customer has only two available agent for related queue (201). So there is no 8 agent.

Actually, when our customer reported the problem then we ran "status" command. Because we want to learn member statuses at the time of the problem.
I can't reproduce case in our test environment. Our customer has 15-20 member in queue. It is like it happens when queue has 15-20 waiting member.

 

[pbxgeek]

Try a different ring strategy. For example, Round Robin. And see if the issue persists.