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><span style=3D'color:#1F497D'>So I found a
good description of the timeoutrestart setting here </span><a
href=3D"https://issues.asterisk.org/view.php?id=3D12690#87263">https://issues.asterisk.org/view.php?id=3D12690#87263</a>.
It definitely isn’t what I’m looking for. So I think I may
be left with two options:<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p><p
class=3DMsoNormal>1. Set “Skip Busy Agents” to No. (not
sure how this will work with my KIRK phones. Currently I have call-waiting
disabled on these phones, as they are not intuitive for handling a
2<sup>nd</sup> call while already on the phone with 1 call. So
I’m not sure whether asterisk would continue to try to send the queue
calls these phones (during this split second while the phones are still
reporting a status of Ringing/BUSY), or whether it would actually send the call
to the extension’s VM (which would be even
worse)……<o:p></o:p></p><p
class=3DMsoNormal>2. Manually adjust the diaplan to introduce some delay
after a ringing queue call is answered by an agent, but before the subsequent
call ring the queue agents. If this becomes the solution, I may need some
assistance (although I’m sure I’d eventually figure it
out).<o:p></o:p></p><p
class=3DMsoNormal><o:p> </o:p></p><p
class=3DMsoNormal>Again, your help is appreciated.<span
style=3D'color:#1F497D'><o:p></o:p></span></p><p
class=3DMsoNormal><span
style=3D'color:#1F497D'><o:p> </o:p></span></p><div><p
class=3DMsoNormal><span
style=3D'color:#003300'>-<o:p></o:p></span></p><p
class=3DMsoNormal><span style=3D'color:#003300'>Doug
Mortensen<o:p></o:p></span></p><p
class=3DMsoNormal><span style=3D'color:#003300'>Network
Consultant<o:p></o:p></span></p><p
class=3DMsoNormal><span style=3D'color:#003300'>Impala
Networks<o:p></o:p></span></p><p
class=3DMsoNormal><span style=3D'color:#003300'>P:
505.327.7300<o:p></o:p></span></p><p
class=3DMsoNormal><span
style=3D'color:#1F497D'>.<o:p></o:p></span></p></div><p
class=3DMsoNormal><span
style=3D'color:#1F497D'><o:p> </o:p></span></p><div><div
style=3D'border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in
0in'><p class=3DMsoNormal><b><span
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
Douglas Mortensen [mailto:doug at impalanetworks.com]
<br><b>Sent:</b> Monday, November 21, 2011 9:56
AM<br><b>To:</b> 'asterisk-users at
lists.digium.com'<br><b>Subject:</b> [asterisk-users]
queue ring
delay<o:p></o:p></span></p></div></div><p
class=3DMsoNormal><o:p> </o:p></p><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">www.impalanetworks.com</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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