asterisk users - Jan 2007 - Delay in Call Distribution using the Queue Application

Hello all,

we're using asterisk 1.2.12.1 in an Inbound callcenter using the queue
application. If there are many calls in the queue, it sometimes takes up to 30
Seconds before a call is distributed to an agent.

For example there are 10 callers in the queue, an Agent is finishing a call and
it takes up to 30 seconds before his phone rings again. We're already set
the "wrapuptime" parameter in "queues.conf" to 0, for my
point of view an agent phone that becomes available again should ring
immediately after hanging up a call.

Does anybody know if there are any known issues or restrictions in the queue
application in version 1.2.12.1?

Thanks and Regards

Markus

mbodbg@gmx.net wrote:
> Hello all,
> 
> we're using asterisk 1.2.12.1 in an Inbound callcenter using the queue
application. If there are many calls in the queue, it sometimes takes up to 30
Seconds before a call is distributed to an agent.
> 
> For example there are 10 callers in the queue, an Agent is finishing a call
and it takes up to 30 seconds before his phone rings again. We're already
set the "wrapuptime" parameter in "queues.conf" to 0, for my
point of view an agent phone that becomes available again should ring
immediately after hanging up a call.
> 
> Does anybody know if there are any known issues or restrictions in the
queue application in version 1.2.12.1?
> 
> Thanks and Regards
> 
Check out the red highlighted paragraph.  Maybe that is connected.

http://www.voip-info.org/wiki/view/Asterisk+cmd+Queue


-- 

Warm Regards,

Lee

On Monday 15 January 2007 19:22, mbodbg@gmx.net wrote:
> Hello all,
>
> For example there are 10 callers in the queue, an Agent is finishing a call
> and it takes up to 30 seconds before his phone rings again. We're
already
> set the "wrapuptime" parameter in "queues.conf" to 0,
for my point of view
> an agent phone that becomes available again should ring immediately after
> hanging up a call.
Try setting wrapuptime to 1 . Setting it to zero likely enables some default 
value.

Cheers,
Gavin.

On Jan 15, 2007, at 2:22 PM, mbodbg@gmx.net wrote:
> Hello all,
>
> we're using asterisk 1.2.12.1 in an Inbound callcenter using the  
> queue application. If there are many calls in the queue, it  
> sometimes takes up to 30 Seconds before a call is distributed to an  
> agent.
>
> For example there are 10 callers in the queue, an Agent is  
> finishing a call and it takes up to 30 seconds before his phone  
> rings again. We're already set the "wrapuptime" parameter in
> "queues.conf" to 0, for my point of view an agent phone that  
> becomes available again should ring immediately after hanging up a  
> call.
>
> Does anybody know if there are any known issues or restrictions in  
> the queue application in version 1.2.12.1?
You may be running into the limitation in Asterisk 1.2 (It's fixed in  
1.4, I think.... double check that) in how the queues distribute  
calls. Basically, the queue can only distribute one call at a time,  
so if you have two agents, both available, and two calls in the  
queue, asterisk will send call #1 to agent #1 first. Once that call  
is connected, Asterisk will then send  call #2 to agent #2. In other  
words, until asterisk distributes the first call, it can't distribute  
any other calls waiting in line.

One nasty side effect of this is that an agent who fails to log out  
and leaves their desk will add 30 seconds or so (the amount of time  
their phone rings before the queue gives up and tries the next agent)  
wait time to all of the calls waiting in the queue.

Tom

Thanks for the info, is there a patch available for version 1.2 that adds
the "autofill" option?

Thanks and Regards

Markus

Yes, I confirm the autofill option is present in 1.4, but must be enabled
manually not to break compatibility with 1.2. 
l.

On Fri, 19 Jan 2007 15:32:32 +0100, Tom Rymes <[EMAIL PROTECTED]> wrote: 

You may be running into the limitation in Asterisk 1.2 (It's fixed in 1.4, I
think.... double check that) in how the queues distribute calls. Basically,
the queue can only distribute one call at a time, so if you have two agents,
both available, and two calls in the queue, asterisk will send call #1 to
agent #1 first. Once that call is connected, Asterisk will then send call #2
to agent #2. In other words, until asterisk distributes the first call, it
can't distribute any other calls waiting in line.

mbodbg@gmx.net wrote:
> Thanks for the info, is there a patch available for version 1.2 that adds
> the "autofill" option?
>   
Gavin Hamill has back ported some of the 1.4 queue features into 1.2. 
See his post to this list
http://www.mail-archive.com/asterisk-users@lists.digium.com/msg171158.html

Leo