[Asterisk-Users] ACD Issues

[Robert Jackson]

That worked great!  Thanks for the help.  Any ideas on the uneven
distribution problems?  Right now the agent with the lowest agent number
is getting 45% of the calls.  She is going crazy!  

Just trying to figure out what I screwed up.

Thanks,

Robert Jackson
Pro-Medical, Inc.

> -----Original Message-----
> From: Chris A. Icide [mailto:chris at netgeeks.net] 
> Sent: Wednesday, July 14, 2004 12:56 PM
> To: Robert Jackson
> Subject: Re: [Asterisk-Users] ACD Issues
> 
> 
> On 05:01 AM 7/14/2004, Robert Jackson wrote:
>  >1) Our agents for the main call center are responsible to 
> make calls  >when they have not already received an ACD call. 
>  However it seems that  >if they make an outbound call 
> asterisk is still routing inbound calls to  >them.  The ACD 
> call beeps at them via the call waiting features then if  
> >the agent does not answer the ACD call it logs the agent 
> out.  I am just  >trying to figure out how I can tell the 
> system that the extension is  >busy.  Should I be using the 
> new replacements to incominglimit?
> 
> In your cisco phones, set call waiting to off.  This way when 
> you have a 
> phone call in progress, asterisk will be aware your phone is 
> busy and won't 
> send the call, versus, sending a call, and not having the 
> agent answer it.
> 
> Otherwise, you have to use incoming limit because there is no 
> way to use 
> set/checkgroup with agents as they aren't handled as devices 
> you can attach 
> a setgroup/checkgroup to.
> 
> 
> Chris A. Icide
> 332 Valdez Ave.
> Half Moon Bay, CA 94019
> 650-712-8223 voice
> 212-400-1698 IP voice
> 650-712-8995 fax 
> 
>