asterisk users - Mar 2009 - Question regarding call queue and penalty's

Hey All -
I've got an interesting problem, here is what I'm trying to accomplish:

Six agents, two queues, three skill levels

Queue A (queue B is the same)
- Level 1
 -- Agent 1
 -- Agent 2

- Level 2
 -- Agent 3
 -- Agent 4

- Level 3
 -- Agent 5
 -- Agent 6

I'd like a call to come in to Queue A, ring agent 1 and agent 2 for X
seconds, if agent 1 and agent 2 ignore the call, try level 2, ring level 2
(agents 3 and 4) for X seconds, if agent 3 and agent 4 ignore the call, move
to level 3.

I'm using dynamic agents via the Add Queue Member method (SIP/EXTENSION).

I can accomplish this by adding autopause=yes, but my agents who ignore the
call are then paused and won't receive the next call (level 1).

I need to accomplish this using a queue to get reports.

Using 1.4

Any thoughts?

-Chris
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Wouldn't this work?

Exten => s,1,Queue(level1,20)

Exten => s,n,Queue(level2,20)

Exten => s,n,Queue(level3,20)

Exten => s,n,voicemail ; nobody answered

 

  _____  

From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Christopher
Aloi
Sent: Thursday, March 19, 2009 2:56 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: [asterisk-users] Question regarding call queue and penalty's

 

Hey All -

 

I've got an interesting problem, here is what I'm trying to accomplish:

 

Six agents, two queues, three skill levels

 

Queue A (queue B is the same)

- Level 1

 -- Agent 1

 -- Agent 2

 

- Level 2

 -- Agent 3

 -- Agent 4

 

- Level 3

 -- Agent 5

 -- Agent 6

 

I'd like a call to come in to Queue A, ring agent 1 and agent 2 for X
seconds, if agent 1 and agent 2 ignore the call, try level 2, ring level 2
(agents 3 and 4) for X seconds, if agent 3 and agent 4 ignore the call, move
to level 3.

 

I'm using dynamic agents via the Add Queue Member method (SIP/EXTENSION).

 

I can accomplish this by adding autopause=yes, but my agents who ignore the
call are then paused and won't receive the next call (level 1).

 

I need to accomplish this using a queue to get reports.

 

Using 1.4

 

Any thoughts?

 

-Chris

 

 

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