Hi, I have a scenario that I am failing to implement using the Queue app, but which I had thought would be commonplace... 1) (this bit works fine) I want a queue caller to have access to the basic set of agents initially, with an overflow to additional agents if they are busy - This is done using penalty: queues.conf: member => SIP/dev1,0,Agent1 member => SIP/dev2,0,Agent2 member => SIP/dev3,1,Agent3 is overflow 2) But, after 60 seconds, I want Agent 3 to be included whether the 1 and 2 are busy or not. None of the queuerules options seem to achieve this because regardless of which agents are included or not, the penalty used to group them is also penalising them. Help? Is what I want possible? PS. I did consider hacking the meaning of QUEUE_MIN_PENALTY so that it actually increases lower penalties to it's current value, thus putting them on an even footing, instead of blocking out agents. Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.digium.com/pipermail/asterisk-users/attachments/20170511/e02c5aa6/attachment.html>
Alexander Lopez
2017-May-11 15:36 UTC
[asterisk-users] Using queue priorities to add agents
If after 60 seconds you mean ?60 seconds of caller hold time? then set up another queue as overflow, Set the first queue to timeout after 60 secs. Then send to the overflow queue with all agents/members as same priority. ?You can either follow your fears or be led by your passions, its up to you??..? Alexander Lopez OpSys Consulting Group PO Box 49-1333 Key Biscayne, FL 33149 Tel: 305 503 3000 x 122 Making life hard for others since 1970. Help-desk: (305)503-3000 Option 0 or Email: HelpDesk at OpSys.com<mailto:HelpDesk at OpSys.com> From: asterisk-users-bounces at lists.digium.com [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Steve Davies Sent: Thursday, May 11, 2017 7:18 AM To: Asterisk Users Mailing List - Non-Commercial Discussion <asterisk-users at lists.digium.com> Subject: [asterisk-users] Using queue priorities to add agents Hi, I have a scenario that I am failing to implement using the Queue app, but which I had thought would be commonplace... 1) (this bit works fine) I want a queue caller to have access to the basic set of agents initially, with an overflow to additional agents if they are busy - This is done using penalty: queues.conf: member => SIP/dev1,0,Agent1 member => SIP/dev2,0,Agent2 member => SIP/dev3,1,Agent3 is overflow 2) But, after 60 seconds, I want Agent 3 to be included whether the 1 and 2 are busy or not. None of the queuerules options seem to achieve this because regardless of which agents are included or not, the penalty used to group them is also penalising them. Help? Is what I want possible? PS. I did consider hacking the meaning of QUEUE_MIN_PENALTY so that it actually increases lower penalties to it's current value, thus putting them on an even footing, instead of blocking out agents. Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.digium.com/pipermail/asterisk-users/attachments/20170511/e9e83fc6/attachment.html>
I have a real ugly queue that has this in it's rules [mrule] penaltychange => 20,2,2 penaltychange => 40,3,3 penaltychange => 80,4,4 penaltychange => 120,5,5 penaltychange => 150,6,6 penaltychange => 180,1,1 penaltychange => 200,2,2 penaltychange => 220,3,3 penaltychange => 240,4,4 penaltychange => 260,5,5 penaltychange => 280,6,6 penaltychange => 300,1,1 [myqueue] member => SIP/100.2,1,Receptionist member => SIP/101.2,2,Kelli member => SIP/102.2,2,Traci member => SIP/103.2,3,Debi member => SIP/104.2,4,Debbie member => SIP/105.2,4,Luci member => SIP/106.2,5,Sheila member => SIP/107.2,6,Mike So every 20 seconds it jumps up to the next Penalty and every few minutes it resets the penalty back down to 1 and starts again. On Thu, May 11, 2017 at 4:17 AM, Steve Davies <davies147 at gmail.com> wrote:> Hi, > > I have a scenario that I am failing to implement using the Queue app, but > which I had thought would be commonplace... > > 1) (this bit works fine) I want a queue caller to have access to the basic > set of agents initially, with an overflow to additional agents if they are > busy - This is done using penalty: > > queues.conf: > member => SIP/dev1,0,Agent1 > member => SIP/dev2,0,Agent2 > member => SIP/dev3,1,Agent3 is overflow > > 2) But, after 60 seconds, I want Agent 3 to be included whether the 1 and > 2 are busy or not. None of the queuerules options seem to achieve this > because regardless of which agents are included or not, the penalty used to > group them is also penalising them. > > Help? Is what I want possible? > > PS. I did consider hacking the meaning of QUEUE_MIN_PENALTY so that it > actually increases lower penalties to it's current value, thus putting them > on an even footing, instead of blocking out agents. > > Thanks, > Steve > > > -- > _____________________________________________________________________ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > > Check out the new Asterisk community forum at: https://community.asterisk. > org/ > > New to Asterisk? Start here: > https://wiki.asterisk.org/wiki/display/AST/Getting+Started > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users >-- A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently, die gallantly. Specialization is for insects. ---Heinlein -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.digium.com/pipermail/asterisk-users/attachments/20170511/b7d57fe8/attachment.html>
Thanks for the suggestion - That is what is currently in place, but it allows queue-jumping as Asterisk does not know that one queue should be serviced (drained) before the other. That can be improved upon by doing a Waiting count on the 2nd queue etc etc, but there is always a q-jumping scenario unless the whole thing is managed inside a single queue. Cheers, Steve On Thu, 11 May 2017 at 16:36 Alexander Lopez <alex.lopez at opsys.com> wrote:> If after 60 seconds you mean ?60 seconds of caller hold time? then set up > another queue as overflow, > > > > Set the first queue to timeout after 60 secs. Then send to the overflow > queue with all agents/members as same priority. > > > > > > > > *From:* asterisk-users-bounces at lists.digium.com [mailto: > asterisk-users-bounces at lists.digium.com] *On Behalf Of *Steve Davies > *Sent:* Thursday, May 11, 2017 7:18 AM > *To:* Asterisk Users Mailing List - Non-Commercial Discussion < > asterisk-users at lists.digium.com> > *Subject:* [asterisk-users] Using queue priorities to add agents > > > > Hi, > > > > I have a scenario that I am failing to implement using the Queue app, but > which I had thought would be commonplace... > > > > 1) (this bit works fine) I want a queue caller to have access to the basic > set of agents initially, with an overflow to additional agents if they are > busy - This is done using penalty: > > > > queues.conf: > > member => SIP/dev1,0,Agent1 > > member => SIP/dev2,0,Agent2 > > member => SIP/dev3,1,Agent3 is overflow > > > > 2) But, after 60 seconds, I want Agent 3 to be included whether the 1 and > 2 are busy or not. None of the queuerules options seem to achieve this > because regardless of which agents are included or not, the penalty used to > group them is also penalising them. > > > > Help? Is what I want possible? > > > > PS. I did consider hacking the meaning of QUEUE_MIN_PENALTY so that it > actually increases lower penalties to it's current value, thus putting them > on an even footing, instead of blocking out agents. > > > > Thanks, > > Steve > >-------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.digium.com/pipermail/asterisk-users/attachments/20170511/92114086/attachment.html>
Hi, Thanks for this suggestion - I believe it does not quite fit the requirement as follows: - When you move up to priority 2, you will stop ringing 'Receptionist' as they are out of scope penalty 1 < 2. - Changing the penalty from penaltychange => 20,2,2 to penaltychange => 20,1,2 in order to include Receptionist does not work either, as it will still not treat 'Receptionist', 'Kelli', 'Traci' equally as required. In THEORY (I've not tried this disgusting hack yet), I could use: [mrule] penaltychange => 20,2,2 penaltychange => 40,3,3 penaltychange => 80,4,4 penaltychange => 120,5,5 penaltychange => 150,6,6 penaltychange => 180,1,1 penaltychange => 200,2,2 penaltychange => 220,3,3 penaltychange => 240,4,4 penaltychange => 260,5,5 penaltychange => 280,6,6 penaltychange => 300,1,1 [myqueue] member => SIP/100.2,1,Receptionist member => SIP/100.2,2,Receptionist member => SIP/101.2,2,Kelli member => SIP/102.2,2,Traci member => SIP/100.2,3,Receptionist member => SIP/101.2,3,Kelli member => SIP/102.2,3,Traci member => SIP/103.2,3,Debi member => SIP/100.2,4,Receptionist member => SIP/101.2,4,Kelli member => SIP/102.2,4,Traci member => SIP/103.2,4,Debi member => SIP/104.2,4,Debbie member => SIP/105.2,4,Luci ...and so on... :) See my problem? Cheers, Steve On Thu, 11 May 2017 at 16:44 John Kiniston <johnkiniston at gmail.com> wrote:> I have a real ugly queue that has this in it's rules > > [mrule] > penaltychange => 20,2,2 > penaltychange => 40,3,3 > penaltychange => 80,4,4 > penaltychange => 120,5,5 > penaltychange => 150,6,6 > penaltychange => 180,1,1 > penaltychange => 200,2,2 > penaltychange => 220,3,3 > penaltychange => 240,4,4 > penaltychange => 260,5,5 > penaltychange => 280,6,6 > penaltychange => 300,1,1 > > [myqueue] > member => SIP/100.2,1,Receptionist > member => SIP/101.2,2,Kelli > member => SIP/102.2,2,Traci > member => SIP/103.2,3,Debi > member => SIP/104.2,4,Debbie > member => SIP/105.2,4,Luci > member => SIP/106.2,5,Sheila > member => SIP/107.2,6,Mike > > So every 20 seconds it jumps up to the next Penalty and every few minutes > it resets the penalty back down to 1 and starts again. > > > On Thu, May 11, 2017 at 4:17 AM, Steve Davies <davies147 at gmail.com> wrote: > >> Hi, >> >> I have a scenario that I am failing to implement using the Queue app, but >> which I had thought would be commonplace... >> >> 1) (this bit works fine) I want a queue caller to have access to the >> basic set of agents initially, with an overflow to additional agents if >> they are busy - This is done using penalty: >> >> queues.conf: >> member => SIP/dev1,0,Agent1 >> member => SIP/dev2,0,Agent2 >> member => SIP/dev3,1,Agent3 is overflow >> >> 2) But, after 60 seconds, I want Agent 3 to be included whether the 1 and >> 2 are busy or not. None of the queuerules options seem to achieve this >> because regardless of which agents are included or not, the penalty used to >> group them is also penalising them. >> >> Help? Is what I want possible? >> >> PS. I did consider hacking the meaning of QUEUE_MIN_PENALTY so that it >> actually increases lower penalties to it's current value, thus putting them >> on an even footing, instead of blocking out agents. >> >> Thanks, >> Steve >> >> >-------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.digium.com/pipermail/asterisk-users/attachments/20170511/30f3a5d1/attachment.html>