[Asterisk-Users] ACD Issues

[Robert Jackson]

Well, I have run into a bit of a snag.  It seems that once the phone
registers after I have set call waiting = no, on the phone, it changes
back to yes.  After a real quick test before the phone re-registers if I
have the phone set to call waiting=no the call still tries to route
through to the agent and is actually sent to that particular agents
voicemail.  For obvious reasons this is definitely not good.  

I am also still seeing problems with the routing of calls.  For the
queue that I have set to ringall it is only ringing the most recently
logged in agent, and for the queue set to leastrecent it is basically
only ringing the first two or three in order of agent number.  This is
very bizzare.  I was thinking that it was just something in my config,
but I just can't find out what it is.

Thanks for the help,

Robert Jackson
Pro-Medical, Inc.

> -----Original Message-----
> From: Chris A. Icide [mailto:chris at netgeeks.net] 
> Sent: Wednesday, July 14, 2004 8:41 PM
> To: Robert Jackson
> Subject: RE: [Asterisk-Users] ACD Issues
> 
> 
> On 03:08 PM 7/14/2004, Robert Jackson wrote:
>  >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!
> 
> Glad the phone fix worked.  As for the balancing of agents, I 
> can take a 
> look and set up a test here locally and see if I can 
> determine what might 
> be going on.  In the cases I have worked with that used the 
> queue system, 
> the agent routing systems seemed to work as advertised.
> 
>  >
>  >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  >>  >> 
> 
>