powered by Jive Software

User IM Status Stuck "On the phone"

We are running Wildfire 2.5.0 and Windows Spark v1.1.1 clients. Wildfire is running on a CentOS box with nothing else on it connecting to our Asterisk 1.0 box. We have our Asterisk plug-ing configured correctly and call generation, call screen pop-up notification, and all chat functionality works fine. However, today a user transfered a call to another user and now her IM status is stuck at “On the phone”. I have tried everything short of stopping and starting Wildfire. Anyboby have any ideas or suggestions?

Thanks,

Heath

I have a similar problem. The status gets stuck “On the phone” occasionally for random users.

I have been unable to nail down a cause yet, so I don’'t have a repeatable behavior to report.

In the meantime, we’‘ve been restarting the Asterisk-IM plugin from the web console. Doing so clears the stuck “On the phone” status and users don’'t seem to notice, unlike a complete restart of Wildfire.

-AntD

Message was edited by: AntD

This continues to be an issue for us as well. We cannot figure out what is causing it either. My thought is that it might have to do with incomming calls to users that are a member of a queue - and maybe transfering of those users.

Message was edited by: jselleck

we´re suffering this issue as well, but we don´t implement agents or queues, and as far as we can observe it doesn´t depends on transfering stuff, anyway restarting the * pluggin solve the situation.

We have been able to recreate the issue only on one computer only. When this individual closes the on-the-phone popup when they recieve the call it gets stuck on the phone… Developers… what can I do to help troubleshoot and identify the real issue?

-Justin

Another user started having the same issues today. This user says that she did not close the “on the phone” message. The two users experiencing this are both in a call queue - using asterisk 1.9

-Justin

Does there exist any issue tracker entry for this to vote for? I am having the same problem since the first time I have tried it. The only solution is to restart the Asterisk-IM plugin und then until I receive the next call and it hangs again. It happens with Spark and Coccinella as Jabber clients.

xo,klaus

Ok I have more information.

This is one way to recreate the issue:

Spark Version 1.1.1

WildFire Version 2.5.0

Asterisk Version CVS-v1-0-06/09/05-12:24:59

Using AMP Portal as an admin interface.

phone 1: polycom 500

phone 2: polycom 301

phone 3: polycom 501

Add phone 1 as a static agent to a queue.

Call the queue from phone 2

Answer the incoming queue call on phone 1

Close the on the phone pop-up message in spark

On the polycom hit transfer:blind:phone 3

once the call is transfered spark never gets updated.

This seeems to recreate it sometimes… other times it works fine.

-Justin

After further testing the issues seems to only occur in users that are static members in a queue and when the call actually comes in on the queue. Any feedback on this would be excellent? Can a developer please put this in a as a bug?

Thanks!

-Justin

This was already listed as a bug and has been fixed for the 1.1 release. There were several cases where for one reason or another the Hangup event wasn’'t processed from asterisk correctly which would cause the on phone event to be stuck on.

We are also seeing this issue, running Asterisk-IM 1.1 build from SVN (code dated 4/6/06).

If this is fixed in 1.1, has it been tweaked since 4/6? I’'m seeing no comitted changes since then.

The only way we’'ve found to release the status is to restart the entire wifi server.

  • K

HI,

I’‘ve just started to notice this happening here, 1.1 + 2.6.2 on linux. I have found a way of making it happen repeatably though. Make a call to a paging/intercom line and you’'ll be stuck on the phone. I have seen it occur on other non-regular phones, like the *62 wakeup call etc aswell. The debug message that seems to be the trigger is “Cannot destroy non-existent CallSession” if this happens then all stops working. Below is a debug log for a call to 222 ( paging) followed by a regular call and at 21.06.06 the IM account became stuck on the phone. As always a restart of the IM plugin is needd to restore the presence information.

2006.04.29 21:06:01 Asterisk-IM RingTask called for user PhoneUser{id=1, username=’‘james’’}

2006.04.29 21:06:02 Asterisk-IM: Processing NewState:UP event channel : Local/PAGE200@ext-paging-714a,2 id: 1146341161.86

2006.04.29 21:06:02 Asterisk-IM OnPhoneTask: Could not find device/jid mapping for device Local/PAGE200@ext-paging returning

2006.04.29 21:06:02 Asterisk-IM: Processing NewState:UP event channel : SIP/200-cc23 id: 1146341161.84

2006.04.29 21:06:02 Asterisk-IM OnPhoneTask called for user PhoneUser{id=1, username=’‘james’’}

2006.04.29 21:06:02 Asterisk-IM OnPhoneTask: setting presence to away for PhoneUser{id=1, username=’‘james’’}

2006.04.29 21:06:06 Asterisk-IM HangupTask called for user PhoneUser{id=1, username=’‘james’’}

2006.04.29 21:06:06 Asterisk-IM HangupTask: User james has 2 call sessions, not restoring presence. Destroying CallSession{id=1146341161.84, channel=SIP/200-cc23}

2006.04.29 21:06:06 Asterisk-IM HangupTask: Remaining CallSession CallSession{id=’‘1146341161.87’’, channel=’‘SIP/200’’, linkedChannel=’‘null’’, callerID=’‘200’’, forwardedExtension=’‘null’’, forwardedJID=null, dialedJID=null, username=’‘james’’, isMonitored=false}

2006.04.29 21:06:06 Asterisk-IM HangupTask called for user PhoneUser{id=1, username=’‘james’’}

2006.04.29 21:06:06 Cannot destroy non-existent CallSession with id: 1146341161.85

2006.04.29 21:06:10 Asterisk-IM: Processing NewState:UP event channel : SIP/200-16f2 id: 1146341170.89

2006.04.29 21:06:10 Asterisk-IM OnPhoneTask called for user PhoneUser{id=1, username=’‘james’’}

2006.04.29 21:06:10 Asterisk-IM OnPhoneTask: setting presence to away for PhoneUser{id=1, username=’‘james’’}

2006.04.29 21:06:13 Asterisk-IM HangupTask called for user PhoneUser{id=1, username=’‘james’’}

2006.04.29 21:06:13 Asterisk-IM HangupTask: User james has 2 call sessions, not restoring presence. Destroying CallSession{id=1146341170.89, channel=SIP/200-16f2}

2006.04.29 21:06:13 Asterisk-IM HangupTask: Remaining CallSession CallSession{id=’‘1146341161.87’’, channel=’‘SIP/200’’, linkedChannel=’‘null’’, callerID=’‘200’’, forwardedExtension=’‘null’’, forwardedJID=null, dialedJID=null, username=’‘james’’, isMonitored=false}

hth

James

We are still seeing this problem in Wildfire 2.6.2 with the 1.1 plugin for static queue agents.

Is there any further info I could supply that would help troubleshoot?

Cheers

Gordon

I’‘m seeing this problem too. Wildfire 2.6.2 with Asterisk-IM 1.1 plugin. The Asterisk box I’'m connecting to has no agents, nor queues (sorry to mess with the trend though).

However, it does seem to only stick on one user. I’'ve taken to restarting the plugin each morning when I get to work.

We are still having the issue too. Though not as often as before. With 1.1 I added code that should fix anyone who is marked as on the phone within 5 minutes though for some reason it doesn’'t seem to be hitting every case. I needed to spend some time debugging this further.