Alright, folks. I just deployed * into full production at my office. We have around 50 7905's, 5 7940's, and a handful of soft clients. We run a call center with around 15 agents. I also have a queue set up for the receptionists so that they don't get bombarded with calls. Everything seems to be working with a very few minor glitches. I firmly believe that the few problems we are having is indicative of bad config files. Let me explain what the issues are first: 1) Our agents for the main call center are responsible to make calls when they have not already received an ACD call. However it seems that if they make an outbound call asterisk is still routing inbound calls to them. The ACD call beeps at them via the call waiting features then if the agent does not answer the ACD call it logs the agent out. I am just trying to figure out how I can tell the system that the extension is busy. Should I be using the new replacements to incominglimit? 2) On the main call center queue the system seems to be routing the calls to the agent with the lowest agent number by priority, even though I have it set for leastrecent. For example it seems that if agent 1101 just hungup a previous call they immediately get another call even if another logged on agent has been sitting idle for 5-10 minutes. I initially had it set to roundrobin and it behaved in the same manner. 3) Our second queue, the one marked administrative_q in the excerpt below, is set to ringall, however it only rings on one phone no matter how many people are logged in. Overall, these are relatively small issues and we have been simple dealing with them for the last few days, but I thought the some of the ACD/Queuing gurus may be able to help. Here are some of the relevant config files: agents.conf ------------------- [agents] autologoff=15 ackcall=no wrapuptime=60000 ; Group used for patient_q group=1 agent => 1001,1234,Robert agent => 1002,1234,John agent => 1101,1234,Ann agent => 1102,1234,April agent => 1103,1234,Danielle agent => 1104,1234,Dawn agent => 1105,1234,Helene agent => 1106,1234,Jackie agent => 1107,1234,Jennifer agent => 1108,1234,Kelli agent => 1109,1234,Lynn agent => 1110,1234,Alice agent => 1111,1234,Tera autologoff=15 ackcall=no wrapuptime=5000 ; Group used for administrative_q group=2 agent => 1201,1234,Linda agent => 1202,1234,Rebbecca agent => 1203,1234,Susie agent => 1204,1234,Tammy agent => 1205,1234,Patty queues.conf ------------------ [general] ; ; Global settings for call queues ; (none exist currently) [default] ; ; Default settings for queues (currently unused) ; [administrative_q] music=default announce-holdtime=yes announce-frequency=90 strategy=ringall ;context=qout timeout=15 retry=5 maxlen=0 member=Agent/@2 [patient_q] music=default announce-holdtime=once announce-frequency=90 strategy=leastrecent ;context=qout timeout=15 retry=5 maxlen=0 member=Agent/@1 Thanks for your help, Robert Jackson Pro-Medical, Inc.
That worked great! Thanks for the help. Any ideas on the uneven distribution problems? Right now the agent with the lowest agent number is getting 45% of the calls. She is going crazy! Just trying to figure out what I screwed up. Thanks, Robert Jackson Pro-Medical, Inc.> -----Original Message----- > From: Chris A. Icide [mailto:chris@netgeeks.net] > Sent: Wednesday, July 14, 2004 12:56 PM > To: Robert Jackson > Subject: Re: [Asterisk-Users] ACD Issues > > > On 05:01 AM 7/14/2004, Robert Jackson wrote: > >1) Our agents for the main call center are responsible to > make calls >when they have not already received an ACD call. > However it seems that >if they make an outbound call > asterisk is still routing inbound calls to >them. The ACD > call beeps at them via the call waiting features then if > >the agent does not answer the ACD call it logs the agent > out. I am just >trying to figure out how I can tell the > system that the extension is >busy. Should I be using the > new replacements to incominglimit? > > In your cisco phones, set call waiting to off. This way when > you have a > phone call in progress, asterisk will be aware your phone is > busy and won't > send the call, versus, sending a call, and not having the > agent answer it. > > Otherwise, you have to use incoming limit because there is no > way to use > set/checkgroup with agents as they aren't handled as devices > you can attach > a setgroup/checkgroup to. > > > Chris A. Icide > 332 Valdez Ave. > Half Moon Bay, CA 94019 > 650-712-8223 voice > 212-400-1698 IP voice > 650-712-8995 fax > >
Well, I have run into a bit of a snag. It seems that once the phone registers after I have set call waiting = no, on the phone, it changes back to yes. After a real quick test before the phone re-registers if I have the phone set to call waiting=no the call still tries to route through to the agent and is actually sent to that particular agents voicemail. For obvious reasons this is definitely not good. I am also still seeing problems with the routing of calls. For the queue that I have set to ringall it is only ringing the most recently logged in agent, and for the queue set to leastrecent it is basically only ringing the first two or three in order of agent number. This is very bizzare. I was thinking that it was just something in my config, but I just can't find out what it is. Thanks for the help, Robert Jackson Pro-Medical, Inc.> -----Original Message----- > From: Chris A. Icide [mailto:chris@netgeeks.net] > Sent: Wednesday, July 14, 2004 8:41 PM > To: Robert Jackson > Subject: RE: [Asterisk-Users] ACD Issues > > > On 03:08 PM 7/14/2004, Robert Jackson wrote: > >That worked great! Thanks for the help. Any ideas on the > uneven >distribution problems? Right now the agent with the > lowest agent number >is getting 45% of the calls. She is > going crazy! > > Glad the phone fix worked. As for the balancing of agents, I > can take a > look and set up a test here locally and see if I can > determine what might > be going on. In the cases I have worked with that used the > queue system, > the agent routing systems seemed to work as advertised. > > > > >Just trying to figure out what I screwed up. > > > >Thanks, > > > >Robert Jackson > >Pro-Medical, Inc. > > > >> -----Original Message----- > >> From: Chris A. Icide [mailto:chris@netgeeks.net] > >> Sent: Wednesday, July 14, 2004 12:56 PM > >> To: Robert Jackson > >> Subject: Re: [Asterisk-Users] ACD Issues > >> > >> > >> On 05:01 AM 7/14/2004, Robert Jackson wrote: > >> >1) Our agents for the main call center are responsible > to >> make calls >when they have not already received an > ACD call. >> However it seems that >if they make an > outbound call >> asterisk is still routing inbound calls to > >them. The ACD >> call beeps at them via the call waiting > features then if >> >the agent does not answer the ACD call > it logs the agent >> out. I am just >trying to figure out > how I can tell the >> system that the extension is >busy. > Should I be using the >> new replacements to incominglimit? > >> >> In your cisco phones, set call waiting to off. This > way when >> you have a >> phone call in progress, asterisk > will be aware your phone is >> busy and won't >> send the > call, versus, sending a call, and not having the >> agent > answer it. >> >> Otherwise, you have to use incoming limit > because there is no >> way to use >> set/checkgroup with > agents as they aren't handled as devices >> you can attach > >> a setgroup/checkgroup to. >> >> >> Chris A. Icide >> > 332 Valdez Ave. >> Half Moon Bay, CA 94019 >> 650-712-8223 > voice >> 212-400-1698 IP voice >> 650-712-8995 fax >> >> > >
Your priority assignment will probably cause that, if you have 2 people at different priorities asterisk will only send to the other priority if the best 1 is busy. I'm guessing you really want a %age split? Whereby a is guaranteed 70% of the calls and b 30%? We used to achieve this on our old system by putting people into the queues multiple times and then having it round robin. We use the priorities to allow other agents to service calls rather than just leaving people hanging. For instance our network sales team can also service the server sales queue but at a lower priority, they only get the calls if all the agents in the server sales queue are busy. Steve -----Original Message----- From: Robert Jackson [mailto:RobertJ@promedicalinc.com] Sent: 14 July 2004 23:08 To: asterisk-users@lists.digium.com Subject: RE: [Asterisk-Users] ACD Issues That worked great! Thanks for the help. Any ideas on the uneven distribution problems? Right now the agent with the lowest agent number is getting 45% of the calls. She is going crazy! Just trying to figure out what I screwed up. Thanks, Robert Jackson Pro-Medical, Inc.> -----Original Message----- > From: Chris A. Icide [mailto:chris@netgeeks.net] > Sent: Wednesday, July 14, 2004 12:56 PM > To: Robert Jackson > Subject: Re: [Asterisk-Users] ACD Issues > > > On 05:01 AM 7/14/2004, Robert Jackson wrote: > >1) Our agents for the main call center are responsible to > make calls >when they have not already received an ACD call. > However it seems that >if they make an outbound call > asterisk is still routing inbound calls to >them. The ACD > call beeps at them via the call waiting features then if > >the agent does not answer the ACD call it logs the agent > out. I am just >trying to figure out how I can tell the > system that the extension is >busy. Should I be using the > new replacements to incominglimit? > > In your cisco phones, set call waiting to off. This way when > you have a > phone call in progress, asterisk will be aware your phone is > busy and won't > send the call, versus, sending a call, and not having the > agent answer it. > > Otherwise, you have to use incoming limit because there is no > way to use > set/checkgroup with agents as they aren't handled as devices > you can attach > a setgroup/checkgroup to. > > > Chris A. Icide > 332 Valdez Ave. > Half Moon Bay, CA 94019 > 650-712-8223 voice > 212-400-1698 IP voice > 650-712-8995 fax > >_______________________________________________ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users The information contained in this email is intended for the personal and confidential use of the addressee only. It may also be privileged information. If you are not the intended recipient then you are hereby notified that you have received this document in error and that any review, distribution or copying of this document is strictly prohibited. If you have received this communication in error, please notify Brendata immediately on: +44 (0)1268 466100, or email 'technical@brendata.co.uk' Brendata (UK) Ltd Nevendon Hall, Nevendon Road, Basildon, Essex. SS13 1BX UK Registered Office as above. Registered in England No. 2764339 See our current vacancies at www.brendata.co.uk
That would certainly make sense, but I am not sure how to set an Agent's priority. The only information that I have been able to find is setting a QUEUE_PRIO value when queuing the calls (New as of July 2004). Thanks, Robert Jackson> -----Original Message----- > From: Steve Hanselman [mailto:SteveH@brendata.co.uk] > Sent: Friday, July 16, 2004 3:59 AM > To: 'asterisk-users@lists.digium.com' > Subject: RE: [Asterisk-Users] ACD Issues > > > Your priority assignment will probably cause that, if you > have 2 people at different priorities asterisk will only send > to the other priority if the best 1 is busy. > > I'm guessing you really want a %age split? Whereby a is > guaranteed 70% of the calls and b 30%? > > We used to achieve this on our old system by putting people > into the queues multiple times and then having it round robin. > > We use the priorities to allow other agents to service calls > rather than just leaving people hanging. For instance our > network sales team can also service the server sales queue > but at a lower priority, they only get the calls if all the > agents in the server sales queue are busy. > > Steve > > > -----Original Message----- > From: Robert Jackson [mailto:RobertJ@promedicalinc.com] > Sent: 14 July 2004 23:08 > To: asterisk-users@lists.digium.com > Subject: RE: [Asterisk-Users] ACD Issues > > That worked great! Thanks for the help. Any ideas on the > uneven distribution problems? Right now the agent with the > lowest agent number is getting 45% of the calls. She is > going crazy! > > Just trying to figure out what I screwed up. > > Thanks, > > Robert Jackson > Pro-Medical, Inc. > > > -----Original Message----- > > From: Chris A. Icide [mailto:chris@netgeeks.net] > > Sent: Wednesday, July 14, 2004 12:56 PM > > To: Robert Jackson > > Subject: Re: [Asterisk-Users] ACD Issues > > > > > > On 05:01 AM 7/14/2004, Robert Jackson wrote: > > >1) Our agents for the main call center are responsible to > > make calls >when they have not already received an ACD call. > > However it seems that >if they make an outbound call > > asterisk is still routing inbound calls to >them. The ACD > > call beeps at them via the call waiting features then if > > >the agent does not answer the ACD call it logs the agent > > out. I am just >trying to figure out how I can tell the > > system that the extension is >busy. Should I be using the > > new replacements to incominglimit? > > > > In your cisco phones, set call waiting to off. This way when > > you have a > > phone call in progress, asterisk will be aware your phone is > > busy and won't > > send the call, versus, sending a call, and not having the > > agent answer it. > > > > Otherwise, you have to use incoming limit because there is no > > way to use > > set/checkgroup with agents as they aren't handled as devices > > you can attach > > a setgroup/checkgroup to. > > > > > > Chris A. Icide > > 332 Valdez Ave. > > Half Moon Bay, CA 94019 > > 650-712-8223 voice > > 212-400-1698 IP voice > > 650-712-8995 fax > > > > > _______________________________________________ > Asterisk-Users mailing list > Asterisk-Users@lists.digium.com > http://lists.digium.com/mailman/listinfo/as> terisk-users > To > UNSUBSCRIBE or update options visit: >http://lists.digium.com/mailman/listinfo/asterisk-users The information contained in this email is intended for the personal and confidential use of the addressee only. It may also be privileged information. If you are not the intended recipient then you are hereby notified that you have received this document in error and that any review, distribution or copying of this document is strictly prohibited. If you have received this communication in error, please notify Brendata immediately on: +44 (0)1268 466100, or email 'technical@brendata.co.uk' Brendata (UK) Ltd Nevendon Hall, Nevendon Road, Basildon, Essex. SS13 1BX UK Registered Office as above. Registered in England No. 2764339 See our current vacancies at www.brendata.co.uk _______________________________________________ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Sorry, my mistake, I thought you'd said you had assigned priorities, let me go back and search for your original posting!!!! Steve -----Original Message----- From: Robert Jackson [mailto:RobertJ@promedicalinc.com] Sent: 16 July 2004 14:10 To: asterisk-users@lists.digium.com Subject: RE: [Asterisk-Users] ACD Issues That would certainly make sense, but I am not sure how to set an Agent's priority. The only information that I have been able to find is setting a QUEUE_PRIO value when queuing the calls (New as of July 2004). Thanks, Robert Jackson> -----Original Message----- > From: Steve Hanselman [mailto:SteveH@brendata.co.uk] > Sent: Friday, July 16, 2004 3:59 AM > To: 'asterisk-users@lists.digium.com' > Subject: RE: [Asterisk-Users] ACD Issues > > > Your priority assignment will probably cause that, if you > have 2 people at different priorities asterisk will only send > to the other priority if the best 1 is busy. > > I'm guessing you really want a %age split? Whereby a is > guaranteed 70% of the calls and b 30%? > > We used to achieve this on our old system by putting people > into the queues multiple times and then having it round robin. > > We use the priorities to allow other agents to service calls > rather than just leaving people hanging. For instance our > network sales team can also service the server sales queue > but at a lower priority, they only get the calls if all the > agents in the server sales queue are busy. > > Steve > > > -----Original Message----- > From: Robert Jackson [mailto:RobertJ@promedicalinc.com] > Sent: 14 July 2004 23:08 > To: asterisk-users@lists.digium.com > Subject: RE: [Asterisk-Users] ACD Issues > > That worked great! Thanks for the help. Any ideas on the > uneven distribution problems? Right now the agent with the > lowest agent number is getting 45% of the calls. She is > going crazy! > > Just trying to figure out what I screwed up. > > Thanks, > > Robert Jackson > Pro-Medical, Inc. > > > -----Original Message----- > > From: Chris A. Icide [mailto:chris@netgeeks.net] > > Sent: Wednesday, July 14, 2004 12:56 PM > > To: Robert Jackson > > Subject: Re: [Asterisk-Users] ACD Issues > > > > > > On 05:01 AM 7/14/2004, Robert Jackson wrote: > > >1) Our agents for the main call center are responsible to > > make calls >when they have not already received an ACD call. > > However it seems that >if they make an outbound call > > asterisk is still routing inbound calls to >them. The ACD > > call beeps at them via the call waiting features then if > > >the agent does not answer the ACD call it logs the agent > > out. I am just >trying to figure out how I can tell the > > system that the extension is >busy. Should I be using the > > new replacements to incominglimit? > > > > In your cisco phones, set call waiting to off. This way when > > you have a > > phone call in progress, asterisk will be aware your phone is > > busy and won't > > send the call, versus, sending a call, and not having the > > agent answer it. > > > > Otherwise, you have to use incoming limit because there is no > > way to use > > set/checkgroup with agents as they aren't handled as devices > > you can attach > > a setgroup/checkgroup to. > > > > > > Chris A. Icide > > 332 Valdez Ave. > > Half Moon Bay, CA 94019 > > 650-712-8223 voice > > 212-400-1698 IP voice > > 650-712-8995 fax > > > > > _______________________________________________ > Asterisk-Users mailing list > Asterisk-Users@lists.digium.com > http://lists.digium.com/mailman/listinfo/as> terisk-users > To > UNSUBSCRIBE or update options visit: >http://lists.digium.com/mailman/listinfo/asterisk-users The information contained in this email is intended for the personal and confidential use of the addressee only. It may also be privileged information. If you are not the intended recipient then you are hereby notified that you have received this document in error and that any review, distribution or copying of this document is strictly prohibited. If you have received this communication in error, please notify Brendata immediately on: +44 (0)1268 466100, or email 'technical@brendata.co.uk' Brendata (UK) Ltd Nevendon Hall, Nevendon Road, Basildon, Essex. SS13 1BX UK Registered Office as above. Registered in England No. 2764339 See our current vacancies at www.brendata.co.uk _______________________________________________ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users _______________________________________________ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users The information contained in this email is intended for the personal and confidential use of the addressee only. It may also be privileged information. If you are not the intended recipient then you are hereby notified that you have received this document in error and that any review, distribution or copying of this document is strictly prohibited. If you have received this communication in error, please notify Brendata immediately on: +44 (0)1268 466100, or email 'technical@brendata.co.uk' Brendata (UK) Ltd Nevendon Hall, Nevendon Road, Basildon, Essex. SS13 1BX UK Registered Office as above. Registered in England No. 2764339 See our current vacancies at www.brendata.co.uk