[asterisk-bugs] [JIRA] (ASTERISK-17732) [patch] With multiple queues & agents, calls with the longest waiting time don't always get handled first

[Curtis Raams (JIRA)]

    [ https://issues.asterisk.org/jira/browse/ASTERISK-17732?page=com.atlassian.jira.plugin.system.issuetabpanels:comment-tabpanel&focusedCommentId=209825#comment-209825 ] 

Curtis Raams commented on ASTERISK-17732:
-----------------------------------------

Could this be integrated to the core Asterisk?
                
> [patch] With multiple queues & agents, calls with the longest waiting time don't always get handled first
> ---------------------------------------------------------------------------------------------------------
>
>                 Key: ASTERISK-17732
>                 URL: https://issues.asterisk.org/jira/browse/ASTERISK-17732
>             Project: Asterisk
>          Issue Type: Bug
>          Components: Applications/app_queue
>            Reporter: lvl
>            Severity: Minor
>         Attachments: app_queue_1.8.diff
>
>
> If you have an Asterisk setup with multiple queues, and agents that are logged into more than one queue, Asterisk will not always handle the longest waiting call first.
> For example, if agent "Bob" is a member of "queue1" and "queue2", queue1 has a call waiting for 5 minutes, and queue2 has a call waiting for 10 minutes, Asterisk will connect Bob with one of those callers/queues at random, rather than always processing the 10-minute-waiting call first.
> This is a long standing bug/issue in Asterisk that affects multiple users, you can find mentions of this issue on for example http://www.fonality.com/trixbox/forums/trixbox-forums/trixbox-ce-project-bounties/bounty-queue-priority, http://www.voip-info.org/wiki/index.php?page_id=448&tk=19bdb4d0e35e7b018f8c&comments_page=1 or http://lists.digium.com/pipermail/asterisk-users/2010-January/243598.html
> To address this, we took the patch discussed at http://lists.digium.com/pipermail/asterisk-users/2010-January/243598.html and rewrote it for the current Asterisk trunk. A patched Asterisk is now running on our development servers - the problem is fixed and no additional issues have arisen.
> This patch introduces the concept of "queue groups". Your queues.conf should no longer specify a strategy, but instead a group:
> [queue1]
> group=all
> ...
> [queue2]
> group=all
> ...
> A new file, queuegroups.conf, should list these groups and specify a strategy for them (all queues that you want to group together, typically all of your queues, should be set to the same queue group):
> [all]
> strategy=ringall

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