[Asterisk-Users] Queue Prioritization

[el Flynn]

Jonathan Moore wrote:
> I have a client that uses two queues for a customer support application. One
> queue is for english speaking customers. The other is for spanish.
> 
> This is a small company and they have one dedicated call agent for answering
> spanish calls. They don't get many spanish calls, so this agent is also part of
> the english queue. They wish to prioritize spanish queues for this agent over
> english. Without any manipulation the opposite is happening. They english queue
> seems to swamp the spanish queue. IE no mater how long a spanish queue member
> waits if there is an english queue call it will go to the spanish operator.
> 

Try this in queues.conf:

[english]
:
:
member => Agent/1000
member => Agent/1001
member => Agent/1002,5  ; this is the agent also on the spanish queue

[spanish]
:
:
member => Agent/1002


I'm thinking that since agent #1002 has a penalty, * would select 
him/her last for calls in the english queue, leaving him free for the 
spanish queue.

Check the queues.conf file for more stuff on penalties assigned to agents.

Flynn