asterisk users - Feb 2011 - Queues and Agent penalty - how to go to second best agent when the first does not answer

Hi,

 

I've been playing with agent penalties (Asterisk 1.6.2.16).  I've set up
multiple agents, and as documented agents with the lowest penalty value get
called first.  The issue I have is that if the agent with the very lowest
penalty does not answer, instead of going with to the second best agent the
queue rings the same agent over and over and over again.

 

I've realized that it will only ring the second best agent only if the first
is unavailable or paused or inuse, but what happens when he`s on a bathroom
break? I`d like the queue to call them in order but not be infatuated with
its favorite agent.  I know I could implement a log in log off system, which
I have done for other queues, but this queue needs to be kept simple with no
agent intervention when they leave for a few minutes.

 

Any ideas? Am I missing a parameter in queue.conf?

 

Mike

 

 

 

 

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On 02/03/2011 04:53 PM, Mike wrote:
> Hi,
>
> I?ve been playing with agent penalties (Asterisk 1.6.2.16). I?ve set up
> multiple agents, and as documented agents with the lowest penalty value
> get called first. The issue I have is that if the agent with the very
> lowest penalty does not answer, instead of going with to the second best
> agent the queue rings the same agent over and over and over again.
>
> I?ve realized that it will only ring the second best agent only if the
> first is unavailable or paused or inuse, but what happens when he`s on a
> bathroom break? I`d like the queue to call them in order but not be
> infatuated with its favorite agent. I know I could implement a log in
> log off system, which I have done for other queues, but this queue needs
> to be kept simple with no agent intervention when they leave for a few
> minutes.
The Queue() application can automatically pause members who fail to 
answer; this would be the solution to your problem. With that solution 
in place, though, the agent will still need to be able to un-pause when 
they return to their desk, and since that is the case, they really 
should be taught to go on pause when they leave their desk as well :-)

-- 
Kevin P. Fleming
Digium, Inc. | Director of Software Technologies
445 Jan Davis Drive NW - Huntsville, AL 35806 - USA
skype: kpfleming | jabber: kfleming at digium.com
Check us out at www.digium.com & www.asterisk.org

> We have our receptionist setup in a front-desk queue that has 2 phones in
> it.
> 
> The incoming call rings directly to the phone for 30 seconds, if not
> answered, plays the, "Please wait while we find someone" and then
drops
> them into a queue.  At this point, it rings the operator phone again and
> if that fails, the 2nd phone.
> 
> This will bounce back and forth between phones, until finally dropping the
> call into our dial-by-name directory if nobody answers.
> 
> We also have both phones in a call group/pickup group, allowing to grab a
> call by doing a *7
> 
Thanks Doug.  I realize there are many things I can do, I was just hoping to
use an application command to do it all.  What you described might just be
what I end up doing.

Regards,

Mike