[Asterisk-Users] Asterisk Call Queue Application

[Elwin Andriol]

Although I'm not 100% sure, I believe the queue app never calls a busy 
agent.

The problem you might have is that your phone(s) have their ability to 
receive multiple calls (on snom's it's called "Call Waiting Indication") 
enabled. If this feature is enabled, from the viewpoint of asterisk your 
phone is able to receive a call even if you're busy handling one. To my 
knowledge, the only way to prevent "busy" phones from being called by 
the queue app is to dissable the "Call Waiting Indication" feature on 
your agents/phones.

This "problem" of multiple exclusiveness between "Call Waiting 
Indication" and call queues is  more a fundamental rather than a 
technical issue common to call center applications.

I hope this answers your question.