[Asterisk-Users] ACD calls to busy agents

[Tom Rymes]

I don't know how to make this happen, and I don't even think it is  
really possible given the current Queue app, but this would be a very  
nice feature to have. The queue shouldn't pass a call to an agent if  
they are already on a call from the queue, but an incoming call from  
another internal extension, or even a DID ought to be able to get  
through.

Consider this a feature request?

Tom

On Oct 15, 2005, at 10:04 PM, J Thomas wrote:

> One of my friends is facing this problems and I could not find any
> solution to that. Hence this post.
>
> In her Asterisk PBX, she has programmed about 10 agents, and  
> strategy is
> rrmemory. Everything works fine. When an agent has received an ACD  
> call,
> another call is not presented to him as long as he is on the ACD call.
>
> However when an agent has made an outgoing call, he is still presented
> another ACD call when his turn comes. This results in unnecessary  
> delay
> in answering that call.
>
> Taking out call waiting is not an option, as an agent can also get a
> direct dialed call, and he should be able to pick up that call even  
> when
> he is on another call.
>
> Is there a way so that a busy agent (whether busy because of an  
> incoming
> call, or outgoing call) is not presented another ACD call?
>
> Thanks,
> -- jt
>
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