[Asterisk-Users] ACD calls to busy agents

[Lenz]

Hello,
are you using Asteriks agents or dialing straight to extensions? because  
if you are using agents for incoming calls and then you dial "straight"  
out of Asterisk, Asterisk will not know that the agent is busy. One  
possible workaround would be to make a call to the agent using a .call  
file, so that the agent is busy and the queue system recognizes it.
(It's just an idea, I have never tried this)
Thanks
l.


On Sun, 16 Oct 2005 04:04:02 +0200, J Thomas <jthomas at cequip.com> 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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