similar to: Priority between calls in different queues

Hello, I have three queues (F1,F2,F3) with default queue weight and three agents (A1,A2,A2) with default agent penalty. If the three agents are busy and tt same time a caller (C1) enter in the queue F1, and after 20 seconds a second caller (C2) enter in the queue F2. So, few seconds later, the agent (A1) state comes to availabe. In this case the asterisk deliveries the caller (C2) to agent (A1),

Hi! I want to know the way that calls are answer in this case... I have queue1 and queue2, one agent that receive call from both queues. queue1 <- call1 queue1 <- call2 queue2 <- call3 queue2 <- call4 In my test the agent answer calls in this order: call1,call3,call2 and call4. I think this must be in this order call1,call2, call3, call4 like a big FIFO. Its ok this behavior? Could

Hello I was wondering of it is possible to have Queue Agents with the same priority (penalty) but with a certain order ? So I have 20 Agents. Agent 1 till Agent 10 has penalty 1. Agent 11 till Agent 15 has penalty 2. (only contacted if 1 -> 10 are busy) Agent 16 till Agent 20 has penalty 3. (only contacted if 1 -> 10 and 11 -> 15 are busy) Within the range of Agent 1 till Agent

We have 1 queue called helpdesk and are setting up a second one called isp. The helpdesk queue is for internal support calls and isp for our ISP customer calls. Both of these queues will be directed to the same agents (helpdesk phone extensions). We want to have the separate queues for tracking purposes but the queued calls need to be ordered and answered as if there was only one queue. For

Hello, Long time subscriber/reader of this list - thank you for all the great ideas. Scenario: We currently provide a hosted ACD system using Mitel phones (speaking the Minet protocol) to an NCI based server solution. The logic behind this choice was the emulation of key system features etc... Many of our clients have asked for basic call queue functionality: - Agents having the ability to

I've just installed asterisk as a new phone system for our office but am having difficulty with the queues. Specifically I need a way to redirect our sales queue to voicemail when no one is logged in to the queue. I see I can use the joinonempty=no setting, however this setting doesn't work if you use the agent functionality (at least not with AgentCallbackLogin). I could, of

Hi, I'm confused with agents and queues in Asterisk. If I use AddQueueMember() then "show queues" shows the agents that I have logged into the queue... however the agent ID has to be the extension the agent is sitting at ... kinda useless for stats tracking. If I use AgentCallbackLogin() then "show queues" shows no agents logged in, but it works and "show

Hey Everyone, Have a couple of questions here.. Scenario 1: We are working with a client that currently has one support queue with about 10 agents. They are starting to get pretty long hold times for their customers and they have requested three queues. Queue 1 will have a timeout of 4 minutes. After that it will move to Queue 2 which has a default timeout of 3 minutes. After that we will

I was playing today with the different queueing strategies in queues.conf when I noticed the following behavior. I have 4 agents defined in a queue in queues.conf. These agents login using AgentCallbackLogin. The strategy in the queue is set to leastrecent. I place four calls into the queue and * sends only one call to the least recently used agent. If that agent does not pick up, the

Hello folks, I have a litle problem here, i did not run into this problem yet, but it will be in the future! Let think! I have 8 agents, 2 of them speak english and Portuguese. Now i have many clients most of them speaking english... And we send all users to the queue app. Now lets thinks all Agents are ocupied, and have 6 other english speakers at waiting line end now one portuguese speaker

Hello, I am implementing a small call center with 1 to 4 agents. For some reason I don't understand, if an agent is busy, and it is his/her turn in the queue round, asterisk gives an "all destinations are busy" message and hangs up the call. Agents are SIP lines registered with an audiocodes MP108FXS which registers each line independently. Ringing strategy is RoundRobin (most of

Grretings to all, I am having a problem with a customer's queue setup that I don't really understand. Background: Customer has 5+ queues and is using dynamic login to the queues based on SIP/XXX for example. There is a litle script that runs that allows agents to log into particular queues via the keypad. The user can log in to any queue that he wants, including multiple queues. The

I'm working on a project that involves Queues with Agents that are at home with a PSTN phone number, NOT connected via SIP phones. In the queues.conf it clearly states that only the SIP driver supports "In Use" detection of making members of a Queue available or unavailable. I've not yet figured out the best way to handle this. Currently I've got a macro that is executed

Hello list, one of our clients is going to be deploying a system with over 200 differently composed queues and 100 agents. We are going to do a full test of the viability of this solution before deployment, but I was wondering if anyone has experience of such a setup and if there are any obvious problems or no-nos. Any suggestion welcomed, l. -- Home of QueueMetrics -

Hi, I have a question about the definition of agents. The agents.conf file looks like this: [general] persistentagents=yes [agents] maxlogintries=5 ackcall=no wrapuptime=500 musiconhold => default group = 1 agent => 1311,1311,Tom agent => 1531,1531,Tim and here is the queues.conf: [general] persistentmembers = yes [queue1] musiconhold = default strategy = rrmemory servicelevel = 60

We use agents and queues, with CVS HEAD. I've read up on realtime queues and queue members, (and actually understand it!) but there is no reference to agents. Is it possible to have realtime agents as well ? Julian.

Hi guys, I'm testing the sending of a URL to an XLite softphone when a call is in queue. See the output of the CLI below: -- Executing Queue("Zap/69-1", "q_sample|tT|http:// www.google.com/") in new stack -- Started music on hold, class 'default', on Zap/69-1 -- outgoing agentcall, to agent '1000', on 'Local/ 1000@agents-1b94,1'

Hi there, Does anyone know how to setup an overflow queue? When a call rings on the queue A, if all agents were busy, the call goes to the queue B. If all agents in queue B were busy, then the call stays on both queues until somebody answers it. I think this is a basic ACD feature available on most PBX that support ACD functionality. Does anybody knows how to do it with asterisk??

Hello Folks, I am setting up a call center but we have few agents so one agent is able to handle calls of different languages and different queues. For the agent to identify the caller, I want a popup to appear as the phone starts to ring with the caller's number, language (selected in the IVR), Queue (sales, support etc) and any other information (e.g a URL with parameters) I can send this

Hi! - Trying a repost, my first message didn't seem to make the list. I have one main queue with agents that take calls to our main phonenumber. Now i want to cascade calls through to the fallback queue immediately when all the agents in the first queue are 'unreachable' in any way (be it OffHook, DND, Paused, etc...) Somehow calls still keep hanging around in the main queue even if