1. Does "Wrap-Up-Time" apply to all queue agents/extensions that just
rang, or only the one who actually answered the call (I assume the latter)?
2. Does the "Member Delay" delay the ringing of new calls to agents,
or only come into play AFTER the agent answers the ringing call?
Any other suggestions for how I can resolve this issue? I am wondering whether
"Agent Timeout" or "Agent Timeout Restart" (or a combination
of both) may be able to help me here. It sounds like the 2nd option may help me.
But I'm not familiar with exactly how it would work in this situation.
Anyway, that's it. As for some background, we initially were using ring
groups, but realized that these phones do NOT have the ability to handle a 2nd
ringing call. So in the event that 2 inbound calls rang within a few seconds,
asterisk would send the first to all phones, and then when tyring to send the
2nd, would receive a BUSY message from the phones (because they were busy
processing a ring for the first caller), and the 2nd caller would wind up going
straight to the unavilable destination for the ring group, instead of eventually
ringing through to the phones after someone answered the first call.
I greatly appreciate your help & insight with this issue!
-
Doug Mortensen
Network Consultant
Impala Networks Inc
CCNA, MCSA, Security+, A+
Linux+, Network+, Server+
.
www.impalanetworks.com<http://www.impalanetworks.com>
P: (505) 327-7300
F: (505) 327-7545
.
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lang=3DEN-US link=3Dblue vlink=3Dpurple><div class=3DWordSection1><p
class=3DMsoNormal>Hi,<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p><p
class=3DMsoNormal>Does a parameter exist for a queue to delay ringing/sending
a caller to all agent phones after the previous call is answered by an agent? My
queue ring strategy is set to ringall. I am using Polycom KIRK wireless DECT SIP
phones. And it looks like the KIRK wireless server may need a split send to
realize all wireless phones are no longer ringing (busy) after 1 call rings
& is unanswered, prior to sending a 2<sup>nd</sup>
call.<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p><p
class=3DMsoNormal>In other words, I think that what we are currently
experiencing is this: Incoming call gets routed to our queue. It rings all
phones. In the meantime, a 2<sup>nd</sup> caller gets routed to our
queue (in line behing the first caller that is currently ringing our phones).
One queue agent answers the first phone call in the queue. Asterisk immediately
starts ringing all queue agent extensions again with the
2<sup>nd</sup> caller. However, most of the agents extensions are
reporting busy, and so their phones don’t ring. The
2<sup>nd</sup> caller may wind up getting routed to our queue
fallback destination.<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p><p
class=3DMsoNormal>So it seems to me that asterisk is sending the
2<sup>nd</sup> call to the queue agents before their phones are
ready (i.e. before the KIRK Wireless Server is able to realize that they are no
longer ringing [busy] from the first
caller).<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p><p
class=3DMsoNormal>So I’m thinking that if I can introduce some type
of delay of 500ms-1 second AFTER a queue call rings all phones, but before a
subsequent call is permitted to ring all phones, my problem will be
solved.<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p><p
class=3DMsoNormal>I am using FreePBX. I know this is not the place to get
FreePBX support, but I believe that the FreePBX gui is just providing a
front-end for standard asterisk features & parameters behind the scenes.
I am on Digium AsteriskNOW with asterisk 1.6. I also believe that this mailing
list may be the best source of community support for asterisk, so I am posting
here. :-)<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p><p
class=3DMsoNormal>From within FreePBX, in the queue configuration, I have a
parameter for “Wrap-Up-Time” and “Member
Delay”. My questions would be:<o:p></o:p></p><p
class=3DMsoNormal>1. Does “Wrap-Up-Time” apply to all
queue agents/extensions that just rang, or only the one who actually answered
the call (I assume the latter)?<o:p></o:p></p><p
class=3DMsoNormal>2. Does the “Member Delay” delay the
ringing of new calls to agents, or only come into play AFTER the agent answers
the ringing call?<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p><p
class=3DMsoNormal>Any other suggestions for how I can resolve this issue? I
am wondering whether “Agent Timeout” or “Agent
Timeout Restart” (or a combination of both) may be able to help me
here. It sounds like the 2<sup>nd</sup> option may help me. But
I’m not familiar with exactly how it would work in this
situation.<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p><p
class=3DMsoNormal>Anyway, that’s it. As for some background, we
initially were using ring groups, but realized that these phones do NOT have the
ability to handle a 2<sup>nd</sup> ringing call. So in the event
that 2 inbound calls rang within a few seconds, asterisk would send the first to
all phones, and then when tyring to send the 2<sup>nd</sup>, would
receive a BUSY message from the phones (because they were busy processing a ring
for the first caller), and the 2<sup>nd</sup> caller would wind up
going straight to the unavilable destination for the ring group, instead of
eventually ringing through to the phones after someone answered the first
call.<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p><p
class=3DMsoNormal>I greatly appreciate your help & insight with this
issue!<o:p></o:p></p><p
class=3DMsoNormal>-<o:p></o:p></p><p
class=3DMsoNormal><span style=3D'font-size:14.0pt'>Doug
Mortensen<o:p></o:p></span></p><p
class=3DMsoNormal>Network Consultant<o:p></o:p></p><p
class=3DMsoNormal><b>Impala Networks
Inc<o:p></o:p></b></p><p
class=3DMsoNormal><span style=3D'font-size:10.0pt'>CCNA, MCSA,
Security+, A+<o:p></o:p></span></p><p
class=3DMsoNormal><span style=3D'font-size:10.0pt'>Linux+,
Network+, Server+<o:p></o:p></span></p><p
class=3DMsoNormal>.<o:p></o:p></p><p
class=3DMsoNormal><span style=3D'font-size:10.0pt'><a
href=3D"http://www.impalanetworks.com"><span
style=3D'color:blue'>www.impalanetworks.com</span></a><o:p></o:p></span></p><p
class=3DMsoNormal><span style=3D'font-size:10.0pt'>P: (505)
327-7300<o:p></o:p></span></p><p
class=3DMsoNormal><span style=3D'font-size:10.0pt'>F: (505)
327-7545<o:p></o:p></span></p><p
class=3DMsoNormal>.<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p></div></body></html>
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