[Feature]: Improved Incoming Call Handling in Queues

[LeiCraft]

Problem or Motivation

A have a few major Problems with Queues:

Rejecting Calls are hanfled badly, specifically when i use an app like groundwire that keep my connecting to mikopbx open i have the issue that even when i reject Calls mikopbx keeps calling me over and over again until the client on the other end ends the call or someone's else take it. It should be configurable to decide what happen when a call is Rejected by a employee. Like beeing able to set that the same employee would be called again in the same call session.

Another Problem is that when Mikopbx calls my softphone client it sets the from header as The name i gave the call queue. This results in, that my softphone client says like "Tech Support" is calling me instead of showing the number or name of the customer.
I dont know but if we someday get a address bock feature in mikopbx it could be also used here to display the customers name.

Proposed Solution

Read above

Alternatives Considered

No response

Area

Call Routing / Dialplan

Additional Context

No response

[jorikfon]

Hi @LeiCraft, thanks for the report! I dug into the queue dialplan/config generator (src/Core/Asterisk/Configs/QueueConf.php) and the data model (src/Common/Models/CallQueues.php) to understand the current behavior. Two separate problems here, so let me address them separately and ask for a few details.

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1) Rejecting a call still rings the same agent again

What MikoPBX currently generates

The queue is built around stock Asterisk app_queue. The relevant lines are around QueueConf.php:226:

Queue({uniqid},kT${MQ_OPTIONS},,,$ringLength,,queue_agent_answer)

and the queues.conf template uses:

retry=1
wrapuptime={seconds_for_wrapup}
ringinuse={recive_calls_while_on_a_call}

There is currently no per-call "do not retry the same agent" memory in MikoPBX. The only mechanism that pauses an agent after a missed call is Asterisk's autopause, which is not exposed in MikoPBX's m_CallQueues schema today.

Why your softphone keeps getting re-rung after Reject

When Groundwire (or any push-keepalive softphone) sends 486 Busy Here / 603 Decline, Asterisk treats that as "this attempt failed" and — because of retry=1 and the strategy — picks the next available member (which can be you again in ringall, leastrecent, random, etc.). Asterisk has no concept of "this caller already rejected this agent in this session" out of the box. You'd need either:

• autopause=yes + autopausedelay (pause the agent for N seconds after a missed/rejected call), or
• A custom membermacro/gosub hook that adds the agent to a per-LINKEDID exclusion list and returns QUEUE_PAUSE-equivalent behavior.

Questions before I propose a fix

To scope this properly, can you confirm:

1. Strategy: which queue strategy are you using? (ringall / leastrecent / linear / linear_progressive / etc.) — the retry-the-same-agent symptom is most visible on ringall and random.
2. Members count: how many agents in the queue when you see this? If it's just you, even an "exclude" feature won't help — there's nobody else to ring.
3. Reject vs Decline vs Ignore: in Groundwire, what action exactly are you taking — tapping Decline, letting it timeout, or Ignore? Each sends a different SIP response (486 vs 603 vs 408/no response), and Asterisk reacts differently.
4. Desired behavior, pick one or describe your own:
   • (a) "If I reject, pause me for X seconds" (= expose Asterisk's autopause/autopausedelay in the UI).
   • (b) "If I reject, exclude me from this specific call session only" (= custom hook, would need new code).
   • (c) "If I reject, log me out of the queue entirely until I log back in".

Option (a) is the smallest, most standard change. Option (b) is what you originally described and is more invasive.

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2) Caller ID shows queue name instead of customer

Here's what the dialplan does (QueueConf.php:167-170):

$cid = preg_replace('/[^a-zA-Zа-яА-Я0-9 ]/ui', '', $queue['callerid_prefix'] ?? '');
if (!empty($cid)) {
    $queue_ext_conf .= "same => n,Set(CALLERID(name)=$cid:${CALLERID(name)}) \n\t";
}

So MikoPBX prepends the configured callerid_prefix to CALLERID(name) with a : separator. It does not replace the customer's name. If the customer's CALLERID(name) is empty (typical for inbound PSTN), you'd see only Tech Support: (with the colon).

Some softphones split on : or truncate, which can make it look like the queue name is the only thing being displayed.

Questions

1. Do you have callerid_prefix configured for this queue in the Web UI? If yes, what's the exact value?
2. What does ${CALLERID(name)} look like just before the queue is entered? Run on the Asterisk CLI while the test call is ringing:

   asterisk -rvvvv
   core show channels concise
   

   …and grab the channel state, or simpler — paste the relevant lines from /storage/usbdisk1/mikopbx/log/asterisk/full for one such call. I want to see whether the customer's name is empty before the prefix is applied.
3. Which softphone version of Groundwire? And does the same call display correctly on a different SIP client (e.g. Linphone, Zoiper)? That isolates whether the bug is in MikoPBX's outbound INVITE or in Groundwire's display logic.
4. If your provider/inbound route is not populating CALLERID(name) at all, the right fix is on the inbound route — please share the SIP INVITE headers your provider sends (specifically From:, P-Asserted-Identity, Remote-Party-ID).

For reference: MikoPBX has a CallerID/DID source selector per SIP provider (Sip::CALLERID_SOURCE_FROM/RPID/PAI/CUSTOM) that controls which header is parsed for the customer name/number. Wrong source = empty name = looks like the queue name is replacing it.

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TL;DR / Что мне нужно от вас

(на русском для команды)

1. По проблеме №1 — какая стратегия очереди, сколько агентов, что именно делает Reject в Groundwire (486 vs 603), и какое поведение хочется (autopause / per-call exclusion / logout).
2. По проблеме №2 — выставлен ли callerid_prefix, и кусок asterisk full лога с входящим вызовом (хочу увидеть CALLERID(name)/CALLERID(num) до входа в очередь). Плюс логи INVITE от провайдера, если CallerID name приходит пустым.

Пришлите эти данные — и проблему №2 в большинстве случаев получится решить сразу настройкой источника CallerID в SIP-провайдере без изменения кода. Проблема №1 концептуально требует доработки (вероятно — добавить в UI настройки autopause/autopausedelay, что закроет 80% юз-кейсов).

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Generated by Claude Code

[LeiCraft]

Thanks for your quick reply.

For the first problem:

1. I use the settings where the call goes to each agent in order. specified by ranking of the agent.
2. I currently have 2 agents. But only me beeing only through groundwire.
3. I hit the rejected button. There is no the decline button. At least in my version of the app
4. I think a would be the best. If you want to be logged out for the call entirely you clould just set that to be longer that the max duration of the queue, to achive this behavior.

Additionally info:
I got called eactly 4 times. After rejecting eaxh time the call on the client sife just ended without going the configured behavior of forwarding to voicemail if every agent is inactive or it is for to long in the call.

the second problem seams to be am issue with groundwire which doesn't show me anything after the ":" when using a call prefix. Maybe it would help if i could specify the separator in the settings for a call queue to use something diffrent if this isn't to complicated to implement.

[boffart]

Groundwire works fine with ":" - I personally checked it.
"If you want to be logged out for the call entirely you clould just set that to be longer that the max duration of the queue, to achive this behavior.
" - this may be the solution to your problem - see advanced queue settings